How Voice Summaries Closed the Gap Between CSRs and Techs #ServiceTitan

So one of the silos that hurts the most is when your call center and field teams aren't passing information back and forth. So, Jen, how did you close that gap?

So FieldPro is a lot of this. The challenge has been how to write up a summary to force a technician to read it. But with FieldPro, they get voice summaries. So before every call, they can just listen. And that has been so much more successful in getting them to hear the details, not only of what the CSR is telling them, but like a recap of the customer's history, their revenue with the company, all these things. So we actually had an escalated call not that long ago. Instead of having to spend an hour of back and forth, call the tech, we read the AI summary really quick and we were able to go, oh, we were able to in 5 minutes clarify for the customer, get the problem solved, get the next appointment booked, and be— it cleared up that escalation so so fast. It was, it was amazing. I loved it.