Roofing’s smart tech advantage

By Adrienne Teeley. 

How a fast-growing roofing company sharpened its edge with tools built to streamline work and strengthen trust in one smooth, modern system. 

In a market crowded with seasoned competitors, Guardian Roofing has built momentum by pairing craftsmanship with a forward leaning approach to technology, anchored by its use of ServiceTitan tools. The company’s drive to serve homeowners with clarity and consistency has pushed its team to rely on tools that match their pace. That focus led them to a software platform that not only keeps up with their workload but helps them stay ahead of it. Setting the stage for one of the most revealing behind the scenes looks at how innovation fuels growth in the trades. 

Freedom from paperwork 

Guardian’s techs used to write job notes by hand in the field, meaning there was “a lot of paper and there was a lot of miscommunication,” Lori recalled. Today, field employees record job notes directly into ServiceTitan while still on-site, giving the front office team up-to-date information to answer customer questions promptly. 

Reporting 

Every morning, Matt and Lori pull up the reporting dashboard in ServiceTitan to monitor Guardian’s revenue, performance and bookings. “I can’t even imagine going back to pre-ServiceTitan because of how archaic it was not having real-time information,” Lori said. “Having to wait until the end of the month to know your metrics is just not scalable.”  

Customer history 

Guardian uses ServiceTitan to quickly reference important customer history information like estimates, invoices, job histories, notes and photos. “That makes us more of a partner with our customers, versus them starting over with somebody coming out and doing a completely full assessment,” Matt said.  

Ready to scale 

Guardian joined ServiceTitan because the sheer amount of administrative work was “stifling our growth,” Matt said. Today, the company is now three times the size it was a decade ago — they were just under $30 million in revenue for 2023 — and “there’s no way we could have done that” without the operational efficiencies introduced by the software, Matt said.   

Elevated customer experience 

According to Matt, customers want to be given the same modern experience they get from, say, Amazon. That’s why Guardian uses ServiceTitan to send customers text message notifications, digital estimates and online booking. “It’s what the customer has basically demanded from us,” Matt said.  

Marketing Pro’s reputation feature 

ServiceTitan’s Marketing Pro reputation feature makes it easy for Guardian to collect customer reviews and manage Google, Facebook and CitySearch reviews from one place. If they get a negative review, Lori and Matt are automatically notified via text message so they can take action. 

Project management 

ServiceTitan’s project tracking software allows Guardian to understand the status of every project from bid to completion. That means smoother project hand-offs between internal teams — and better customer service. “If we know what’s happening, it’s pretty likely that our customer knows what’s happening,” Matt said. 

Adding new business lines 

Launching a new business unit isn’t easy. But adding a new vertical to ServiceTitan is, Lori said. She was surprised by how “seamless” it was to replicate Guardian’s settings to apply to their new gutter and insulation units, which allowed for accurate reporting from day one.  

Job costing 

Speaking of gutters and insulation, “When you start a new division, you want to know what your margins are... and that you’re going to be profitable,” Lori said. So, when Guardian started those new divisions, Lori paid close attention to ServiceTitan’s job costing tools to track materials, equipment and labor for every job, ensuring maximum profitability. 

Marketing Pro’s email campaigns 

You can’t have customers for life if they forget about your business. Guardian uses ServiceTitan’s Marketing Pro software to create email campaigns to alert customers to new services, membership programs and specials.  

Maintenance memberships 

To keep each customer’s roof in great condition for as long as possible, Guardian runs its maintenance membership program through ServiceTitan. The software alerts Guardian’s team when a customer is due for maintenance, when warranties are expiring or if it’s time for annual maintenance. 

Original article source: ServiceTitan