Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

Residential vs. commercial workflows: how David Helms decides what fits

21 Oct 2026 · 1 min

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In this brief interview excerpt, the host asks David Helms how he evaluates ServiceTitan’s features and workflows to determine which are appropriate for residential versus commercial operations. Helms acknowledges that while many workflows appear similar across the two business types, subtle differences require a higher‑level strategic assessment to match the right tools to each side of the business.

How do you look at the various ServiceTitan features or workflows and be like, this one's gonna work for our residential side, this one is gonna work for our commercial side? Because that has to be a whole other level that you're thinking of too.
Absolutely.
Because even though the workflows are similar, they are slightly different.
The way I'm approaching things now is I'm trying to think about what problem am I solving, right? Mm-hmm. The problem that we have, like most companies have, is internal communication. You're handing off, you know, who has the ball, right? You're passing it from department to department. ServiceTitan gives you all the tools to do it, but you have to kind of figure out the way to make it work for you. Right? And you want to lean on ServiceTitan to kind of get you there. Like, I don't want people emailing each other. We're still stuck in the world of email. It drives me crazy. I'm like, please don't email internally anymore. Like, now trying to use the new Communications Hub inside of ServiceTitan. Email's great, but, you know, let's use the tool. Let's use ServiceTitan as our single source of truth for the data.