ServiceTitan (NASDAQ:TTAN) held its first-quarter earnings conference call on Thursday. Below is the complete transcript from the call.
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Summary
ServiceTitan reported 25% year-over-year revenue growth for Q1 2027, driven by strong customer ROI and efficient operations.
The company is focusing on its Agentic operating system, which integrates AI-driven automation to improve contractor operations, resulting in significant productivity gains as demonstrated by customer EDS Air Conditioning and Plumbing.
ServiceTitan plans to double its MAX platform locations in Q2, having already more than doubled them in Q1, reflecting strong demand and ongoing improvements in operational scalability.
Q1 gross transaction volume grew by 23%, with weather and business day factors contributing to the growth, and the platform gross margin improved by 160 basis points year-over-year.
Total revenue guidance for fiscal 2027 has been raised to $1.13 to $1.14 billion, with expectations of operating income between $142 and $147 million, supported by high customer ROI and resilient trades.
Full Transcript
OPERATOR
Thank you for standing by and welcome to ServiceTitan’s fiscal first quarter 2027 earnings conference call. Currently all participants are in a listen only mode. After the speaker’s presentation there will be a question and answer session. To ask a question during the session, you will need to press star 11 on your telephone. To remove yourself from the queue, please press Star one one again. I would now like to hand the call over to Jason Reck. Please go ahead.
Jason Reck
Thank you operator and welcome everyone to ServiceTitan’s fiscal first quarter 2027 earnings conference call. With me are ServiceTitan’s co Founder and CEO Ara Mahdessian, Co Founder and President Vahe Kuzoyan, and CFO Dave Sherry. During today’s call we will review our fiscal first quarter 2027 results. We will also discuss our guidance for the second fiscal quarter and full fiscal year 2027. Before we get started, we want to draw your attention to the Safe harbor statement included in today’s press release and emphasize that information discussed on this call, including our guidance, is based on information as of today and contains forward looking
statements that involve risks, uncertainties and assumptions other than statements of historical fact could be deemed to be forward looking. Forward looking statements reflect our views as of today only and except as required by law, we undertake no obligation to update or revise these forward looking statements. Please take a look at our filings with the SEC for a discussion of the factors that could cause our results to differ. We also want to point out that we present non GAAP measures in addition to and not as a substitute for financial measures prepared in accordance with Generally Accepted Accounting Principles.
Definitions of these non GAAP financial measures, along with reconciliations to our GAAP financial measures are included in our earnings release which we’ve furnished with the SEC and is available on our websiteat investors.servicetitan.com unless otherwise stated. All references on this call to platform gross margin, total gross margin, operating income, operating margin, free cash flow and related growth rates are on a non GAAP basis. Finally, we’ve posted an updated investor presentation that can be found on the Investor relations websiteat investors.servicetitan.com along with a replay of this call.
And with that let me turn the
Ara Mahdessian (Co-Founder And Chief Executive Officer)
call over to Ara Mahdessian. Thank you Jason and thank you for joining us. Our customers are off to a strong start in fiscal year 2027. We continue to execute on our core multi year growth factors, we’re delivering the Agentic operating system to the trades and we’re improving our organizational velocity during Q1. Our focus on delivering customer ROI resulted in 25% year over year revenue growth, healthy efficiency and record operating margins. As I spoke about last quarter, our vision since founding, ServiceTitan has been to transform the lives of hardworking contractors by helping them grow revenue and increase margins.
From day one, we imagined a world where technicians focused on serving customers in the field, owners focused on business outcomes, and ServiceTitan increasingly handled the operational complexity. In between, I outlined the evolution of our platform and opportunity to build Macs and the Agentic operating system for the trades. Today, I’d like to share the story of EDS Air Conditioning and Plumbing, one of South Florida’s premier H VAC and plumbing contractors serving the residential and commercial service and construction markets for decades.
They were among the first to adopt Max and EDS. Business performance speaks for itself across virtually every aspect of the Funnel. While the first quarter has previously been a slower quarter for EDS, they delivered striking improvements during Q1 2026 compared with Q1 2025. Year over year call booking rates increased roughly 16 points, close rate in the field increased more than 9 points, average ticket size increased more than 30%, and as a compounding result of these improvements, average revenue per technician increased more than 50%.
These significant revenue outcomes with minimal incremental overhead are powered by AgentIQ workflows across the platform that complement the work that is required to be touched by humans. ServiceTitan’s agents are generating leads, booking them into appointments and helping technicians convert them into revenue at higher average tickets. Of all EDS jobs during Q1 of this year, nearly half were touched by the optimization engine. EDS founder Ed Sasso.
shared with me, we can now manage our jobs, our accounting and our overall costs without adding layers of people, and our tradesmen and women are put in the best position to perform their best work every day without worrying about unnecessary clerical work. This improves job performance, job satisfaction and career development in a way we never thought possible. They have automated workflows that can create dramatic efficiency improvements, and we’re now able to significantly scale our business without adding additional overhead.
All told, both productivity improved and technician count grew. EDS is using ServiceTitan Max to accelerate the capabilities of their best people and create even greater future growth opportunities with enhanced efficiencies across the business. Proof that Max doesn’t just allow for improved operations, it compounds them. The best part, Ed Sasso. told me, is that the technology gets better every single day. The power of Max is amplified beyond nearly a collection of underlying pro products because there are 25 AgentIQ capabilities optimizing the platform to generate more leads and a higher conversion rate at higher average tickets, all while orchestrating
the back office. During Q1 we introduced speed to lead inbound call booking automation, auto inventory replenishment and invoice detection among others that compound capabilities across the management, the back office and the field. The power that is unlocked with this platform means that what used to require a group of people manually coordinating an operation is now being orchestrated by the system itself. With humans and AI agents working together seamlessly where each player does what they do best, this end to end orchestration gets worked on in the trades faster, more reliably and more efficiently.
We’re leveraging this end to end platform and massive proprietary data set alongside our expanding ecosystem, brand leadership and distribution across more than 10,000 high performing contractors to bring the magic of end to end automation to life for operators. And our internal leverage of AI tooling is allowing us to accelerate development velocity to create more value for customers faster than ever. We are well on our way to delivering the Agentic operating system to the trades.
I continue to be inspired watching Titans execute for our customers every day and now let’s hear more about our execution from my co founder Vahe.
Vahe Kuzoyan (President & Co-Founder)
Thanks Ara. I’m excited about our progress so far this year as we build the Agentic operating system for the trades. Last quarter we talked about our three major priorities this year. 1. To execute against our multi year growth factors in enterprise, commercial and roofing.
2. To build out Max and the Agentic operating system on top of which it sits. 3. To accelerate our organizational velocity, I’d like to highlight important progress that we made during Q1. I’ll begin with a brief update of our primary existing growth vectors within commercial we made significant product enhancements this quarter with the launch of our invoicing agents, equipment systems and enhanced CRM capabilities in roofing. We continue working to harden roofing specific and insurance workflows to unlock the next leg of our growth in this trade.
Finally, In Enterprise during Q1 we surpassed 2000 total customers with annualized billings greater than $100,000. Customers in this greater than 100k cohort now represent greater than 60% of our annualized billings and remain our fastest growing segment. The health of this enterprise ecosystem was made clear during our annual private Equity symposium. We brought together dozens of the largest operators in the trades and leading sponsors representing more than 3 trillion in assets under management (AUM) to speak about our collective vision for the future evolution of our industry shifting to Max and the Agentic operating system for the trades,
which we continue to intentionally roll out across our customer base to lead this industry evolution. Last quarter we talked about doubling our max capacity during Q1 we more than doubled the number of locations on max. Behind ongoing strong demand for max, we’re optimizing our internal processes, accelerating our capabilities, automating customer onboarding, and expect to again double the number of locations on Max during Q2. Most importantly, every fully ramped Max customer is running at least one fully automated job where the only human intervention is the technician in the field.
Across fully ramped Max customers, on average, more than 10% of jobs are now fully automated. And as a result of this end to end orchestration, Max customers are overperforming their peers across relevant funnel metrics. An additional pillar of our AI monetization strategy, Our virtual agents are experiencing strong early customer adoption to clear customer ROI and the advantages of a singularly integrated platform. We recently introduced outbound calling and receptionist capabilities which we believe will further expand the addressable opportunity for virtual agents while making it even easier for customers to fully automate a greater proportion
of jobs. Closing with our Organization of Velocity Our goal at ServiceTitan is to build a software factory where AI agents play a central role in all code development to accelerate Velocity. Over the past quarter I worked closely with our new CTPO to hire an industry leading RMD leadership team that we expect will raise the industry standard of innovation and efficiency. One example of Software factory in action we are using AI through the full lifecycle of product development.
From collecting user feedback across forums to design ideation to code creation and bug detection and prevention across both Sandbox Environment and Live in production, we are accelerating our pace of product development. Stepping back the continued success that we are seeing on our primary growth vectors, the clear opportunity to deliver the agentic operating system for the trades, and the notable improvements I have already seen in our internal Velocity are each clear signals.
It is inspiring to see our vision come to life and I want to thank titans everywhere for delivering value to our customers every day and our customers for your partnership and trust. With that, I’ll turn it over to Dave to run through the financials.
Dave Sherry (Chief Financial Officer)
Dave, thanks vahe. Our start to the year underscores the durability of our opportunity. Today I’ll run you through Q1 financial results and provide an update to our guidance for fiscal year 2027. For more detailed financial results, please refer to our press release issued earlier today. Q1 gross transaction volume or GTV was $21.7 billion representing 23% year over year growth. Q1 benefited from one additional business day as compared to the year ago period, resulting In a roughly 150 basis points tailwind to GTV weather contributed roughly another 150 basis points tailwind due to both January ice storms pushing GTV into our fiscal Q1 and unusually
early start to the cooling season. Underlying growth across residential and commercial trades remains healthy. Q1 total revenue of 268.8 million grew 25% year over year. Subscription revenue of 202 million grew 24% year over year, led by strong growth in pro commercial initial upside for max usage revenue grew 29% year over year to $58.5 million. Fintech revenue was driven by a combination of higher on platform monetization and strength in commercial gtv, which as a reminder has lower monetization given the mix of payment volume beyond fintech, both ecosystem and virtual agent revenue are growing well and we continue to believe that growth from
these factors will likely lead usage revenue to grow more quickly than GTV and FY27. Total platform revenue for Q1 the sum of subscription and usage revenue grew 25% year over year to $260.6 million. Q1 professional services revenue was $8.3 million. Net dollar retention was greater than 110% for the quarter. Q1 platform gross margin was 81.3%, an improvement of 160 basis points year over year. Total gross margin for Q1 was 75.3%, up 170 basis points year over year.
Q1 operating income of $40.8 million resulted in operating margin of 15.2%, an improvement of 770 basis points year over year. We overperformed our expectations during the quarter, primarily due to stronger than expected GTV combined with lower costs, which is partially driven by the timing of certain expenses. As always, we’re managing against a full year incremental margin plan by reinvesting behind strength we saw in the quarter. Looking ahead, we expect the timing of expense growth to normalize as well as incremental investments in max and inference.
We expect investments in these areas to precede the benefits and reduce our future hiring needs over time. In total, we now expect our incremental operating margins for the full fiscal year 2027 to be higher than our initial target of 25%. Q1 free cash flow was negative $9.6 million, an improvement compared to negative $22.3 million for the prior year. First quarter we pay our annual cash bonuses during Q1 and continue to expect the annual free cash flow will roughly approximate annual non GAAP operating income over the course of the full fiscal year.
Two Quick Model notes before shifting to formal guidance. First, we’ve conducted an analysis of our appropriate non GAAP tax rate moving forward. Beginning this fiscal year, we will adopt a long term non GAAP tax rate of 18% to be applied for fiscal 2027 through fiscal 2030. Second, I’d like to remind you of business day seasonality this year compared to the prior year. GTV and usage revenue will benefit from one additional business day in Q2, Q3 will have one fewer business day and Q4 will have a comparable number of business days.
Now, shifting to formal guidance for the second quarter, we expect total revenue in the range of 284 to $286 million. We expect to generate operating income in the range of $38 million to $39 million. For the full fiscal 2027, we expect total revenue in the range of 1.13 to $1.14 billion and we expect to generate operating income in the range of 142 to 147 million dollars. Underpinning our outlook is the sustainably high ROI that we deliver our customers who operate in the resilient trades that keep our economy running.
We’re excited by the progress we’re seeing as we build the Agentic operating system for the trades with greater operational velocity than ever before. With that, I’ll turn the call back to the operator for Q and A Operator.
OPERATOR
Thank you. As a reminder to ask a question, you will need to press Star 11 on your telephone to remove yourself from the queue. You may press star 11 again. You will be limited to one question and one follow up to allow everyone the opportunity to participate. Please stand by while we compile the Q and A roster. Our first question comes from the line of Josh Baer of Morgan Stanley. Your line is open. Josh, Excellent.
Josh Baer (Equity Analyst)
Congrats on a great quarter. I was hoping that you could provide some insights and key takeaways from your private equity symposium to start.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
Great question. As you know, our job as the operating system for the trades is to help our operators thrive and of course to help sponsors earn even higher returns. And that is our mandate. And our mandate is to deliver AI for the trades, particularly for the largest operators. And those operators and sponsors are standardizing their operations on ServiceTitan. We believe the reason for this is this is where the vast majority of the work happens in the trades and it’s done by technicians and others that are already working inside ServiceTitan across all the end to end workflows.
And that is where we get to leverage data and ecosystem advantages. I think in particular being the end to end platform makes us the natural destination for like the execution layer, the orchestration layer and the interaction layer. Because ultimately servicetitan is not some small piece of our customers tech stack. It’s the primary platform. It’s where the work has been done historically for a decade and so it’s natural for us to automate this work now as the execution layer.
It’s where all the workflows have been coordinated for a decade and so it’s natural for us to coordinate now is the orchestration layer. And of course for the parts that continue to be manual, it’s very natural for us to remain as the interaction layer and our PE companies continue to do well. They continue to be very fast growing part of our business. And the PE symposium just reiterated the excitement for how far we’ve all come together, but more importantly how much further we have yet to go with AI on the frontier.
Josh Baer (Equity Analyst)
That’s great. And just to follow up on that point, is there any way to provide context for the contribution to growth from private equity or how to think about the durability of that tailwind and this great trend for you.
Dave Sherry (Chief Financial Officer)
Thank you. Hey Josh, I’ll take this one. I think in the quarter we announced a big milestone of crossing 2,000 customers north of 100,000 Annual Recurring Revenue (ARR) each. I think that you can assume is pretty heavily concentrated with private equity partners. And that represents north of 60% of our Annual Recurring Revenue (ARR) today and it’s probably the fastest growing component of the business.
OPERATOR
Thank you. Our next question comes from the line of DJ Hines of Canacord. Please go ahead dj.
DJ Hines (Equity Analyst)
Hey, thank you guys. And I’ll echo Josh’s Congrats. Great quarter Ara. For customers that have moved to max, what kind of usage are you seeing of Pro products that they didn’t previously have access to? And I guess I’m curious how much of that is natural experimentation versus led by a service titan customer success team. I’m sort of getting at like scalability of the rollout and utilization is a
Ara Mahdessian (Co-Founder And Chief Executive Officer)
leading indicator of retention. Great. Maybe I’ll provide some context so I can comment on scalability pieces. We have customers that started from different places, some with little to no Pro products, others with more meaningful access to Pro products. Before switching to max, I want to remind ourselves that Max is far more than simply the aggregation of Pro products. Max represents 25 different Agentic capabilities. Of those 25 before Max, about seven of them were available in the form of proproducts.
The rest have been net new since Max and they span the call it the three Most important areas of our customers, businesses that are correlated to revenue, these are the direct drivers of revenue, how they generate demand or leads, how they convert that demand into booked appointments, and then ultimately, what is the close rate and average ticket on those booked appointments? And so, for example, on the demand side, whether it’s optimizing ads on Google and Meta, it’s email marketing to the customer base, it’s things like speed to lead on the conversion into book deployments, it’s the voice agents that sealed voice calls, it’s the SMS agents that
seal text messages and automatically book them, or it’s for the calls that are handled by csrs, it’s the AI that scores how well they perform and coaches them to improve performance. And then of course, on the average ticket side, things like assigning the right technician to the right job to maximize close rates and average tickets or follow up on unsold estimates. For folks who’ve spent time building agents in real life, like production businesses, there’s a lot of work that’s necessary to be done to truly automate everything and drive the types of results that we’re seeing with max.
And it’s been incredibly exciting to see the outcomes. I shared EDS’s in the prepared remarks, but to see the level of performance from the Max customers makes us very
DJ Hines (Equity Analyst)
excited for the future. And I’ll just add on in terms of the scalability portion of that answer, you know, for us, the focus has been maniacally emphasizing the Return on Investment (ROI) that our customers get. And we’re doing that primarily through making sure that we’ve got all hands on deck and to the extent that we’ve got an executive sponsor, including myself and ara, on every single Max customer right now. And so this first cohort, we’re not focusing on the automation and the scalability of the setup.
Secondly, we started with a lot of customers that had some of the pro products already and so there was less setup to do than a greenfield customer. All that being said, the focus right now is exactly on the scalability aspect and being able to deliver the type of Return on Investment (ROI) we’re seeing, but without having to have all the various manual work that’s involved today. And so as we think about how we scale maximum, the ability to automatically get everything dialed in without needing work either from the customer or from us, or I should say minimize that work as much as possible is where the focus is now.
And we expect to see the benefits of that scalability to show up throughout the rest of the year. Yeah, yeah, okay, very helpful. And Dave, maybe a follow up for you on a separate topic, Q1 GTV as a percent of the full year, would you expect that ratio to be similar to what we’ve seen over the past couple of years? Or could Q1 skew a little heavier, given some of the dynamics you talked about? You know, demand push up from Q4, the extra day. Like, how should we think about that as we set our models?
Dave Sherry (Chief Financial Officer)
Thanks for getting me involved. DJ. I’ll say it’s going to really depend on what happens during the peak season this summer. If the summer is hot, I’d expect it to be sort of a normal pattern. If the summer is more mild, then I expect it to be maybe a little bit higher. In Q1. It’s hard for us to know, to develop a real conviction on what it’s going to be because it’s impacted by factors outside of our control, principally weather. But I don’t think we see very much that’s driving an unusual trend in terms of seasonality this year.
OPERATOR
Thank you. Our next question comes from the line of Scott Berg of Needham and Company. Please go ahead, Scott.
Scott Berg (Equity Analyst)
Hi everyone. Really nice quarter here, I guess. Two questions let’s start off with on the MAX deployments that you’ve done so far, I guess have most of the deployments gone pretty much as expected and very consistently? Are you seeing any sort of variations from deployment to deployment that would be maybe interesting to call out?
Vahe Kuzoyan (President & Co-Founder)
So overall we’re incredibly proud of like the results that we’ve been able to drive for customers and I would say are generally on the optimistic end of the spectrum.
We are, of course, learning, you know, some of the subtleties around how previous configurations affect future configurations, how the different products work together, and generally the ability of customers to change and go through that process, which is exactly what this first cohort was intended to produce. That being said, we are focusing on those customers that have the best fit for MAX today.
And as we start to scale it out across our entire customer base, I’m sure there’s a lot more learnings to be had. But to go to your question, we’ve been very happy with the ability for our customers to both use MAX and get the value out of it.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
I think the set of needs are largely homogenous. At the same time, building agents for production use cases. There are a lot of such use cases to manage. I think. For example, thinking about something like Voice Agent. might seem as simple as handling the call and booking the appointment, but there are dozens of additional related use cases you need to handle from things like Prioritizing capacity for high value jobs or having receptionist capabilities to connect the caller to, for example, billing, if it’s a billing question, to being able to support rescheduling appointments, to, I don’t know, notifying on call text when calls are booked after
hours. So there are these dozens of additional use cases that you must support in order to turn it into a real production grade system that a customer running mission critical operations can rely on for effectively 100% of their calls. But those needs are homogenous across our customer base.
Dave Sherry (Chief Financial Officer)
Understood, thank you. And then from a follow up perspective, Dave, there’s a lot of concern around some of the initial AI usage amongst application software vendors and how it has a chance maybe in early stages to compress gross margins as customers maybe use more functionality that has token use than maybe what some of us are expected or what vendors are expected as these customers have ramped their usage of tokens, et cetera. Has it been within your realm of expectation?
Has it been maybe more or less? And should we expect any real impact to gross margins as we think about more and more customers ramping over the next year? I think a couple of things to say. First, our usage of AI for the customer end is not code creation, video creation, and so it’s not as token intensive with regards to the margins from max. I think both MAX and virtual agents are additive to gross profit dollars. And while this may change over time, so far what we’ve seen is the combination of the two to be roughly consistent with our total gross margins at scale.
OPERATOR
Thank you. Our next question comes from the line of Jason Salino of Keybanc Capital Markets. Please go ahead, Jason.
Dave Sherry (Chief Financial Officer)
Hey, great. Thanks for taking my question. Just a couple for Dave. You know, the incremental margin improvement, you know, is very, very good in Q1. You know, I heard you on the incremental margins for the full year upticking to 29% and I understand like the timing differences, but where do you think you’re getting like more efficiency? Because the alternative would be to be reinvesting that back. So help me kind of understand where you saw some upside and kind of your process there.
Absolutely. With regards to incrementals this year, three key things. First and foremost, as I mentioned on the script, the prepared remarks. It’s important to remember we manage the business on a full year basis, not quarterly. And I encourage investors to not look at incremental margins on any given quarter. Second, in Q1 we saw strong performance that was driven both by the outperformance from high Gross Transaction Volume (GTV) which drove usage revenue, which is high margin and lower expenses.
Part of that was regards to timing. Looking forward, I expect that timing to normalize. Third, behind the strength of Q1, we are increasing our investments in both Max and AI inference inside the business. This will roll out throughout the year. Now that said, despite these increased investments, factoring both the Q1 strength and those investments, we do expect to overperform our full year incremental targets this year.
Jason Salino
Okay, wonderful. And then if we look at the usage take rates, they improved quite a bit on a year over year basis for Q1. I think in the past you’ve talked about driving better payments utilization. Was that the same driver here or was there something more at play?
Dave Sherry (Chief Financial Officer)
Yeah, absolutely Jason, usage take rate performed really well this quarter. We were able to maintain our take rate relative to Q4 even with the GTV over performance. A couple of things. First, as I mentioned in my prepared remarks, Fintech is driven by two really opposing forces. The first is on platform payment monetization, it inched up this quarter and on the other hand is a mix shift towards commercial which has lower monetization due to different mix of payment methods.
So that’s the first. And the second, beyond Fintech, our AI monetization, both ecosystem and virtual agents are growing quite well. Ecosystem is larger, Virtual Agents (VA) is growing faster. As I look forward, I’d expect usage take rates to remain roughly at these levels. We don’t foresee further improvements in the on platform monetization and we do expect GTV mix to continue to shift towards commercial. I’d expect this shift to commercial to be offset by the growth in our AI usage products from an earn rate perspective.
Now given the way that usage earn rate has ramped over the last year, this means that we expect usage revenue to continue to outpace GTV throughout the
William Blair
balance of the year. Thank you. Question comes from the William Blair. Please go ahead.
Vahe Kuzoyan (President & Co-Founder)
Hey guys, this is Jackson Bodleian for Dylan Becker. Fahey, you noted that more than you guys more than doubled max locations in the first quarter and you expect to double them again in the second quarter. You know, I’m just curious to get your thoughts on how sustainable that doubling cadence is beyond the first half. And maybe, you know, is that a function of being capacity constrained by demand or by onboarding throughput? Just curious to get your thoughts on that cadence going forward.
Hey Jack, this is Dave. Before Vahe jumps in, I just wanted to send a big congratulations to Dylan and the Becker family for the addition to their family. With that vy go ahead and why don’t you answer Jackson’s question?
Yeah, you know, ultimately what we really care about is having every customer on Max. And so the sustainability of the growth rate is really around the fastest path towards that full coverage. And you know, as we think about how we maintain that growth as much as possible, one of the other exciting things that we started this quarter is being able to get brand new customers directly onto Max versus just going after the existing customer base.
And we’re seeing some promising early signals there. And so, you know, in terms of how long keep the doubling over quarter, as you mentioned, that’s a pretty aggressive growth rate.
But that’s what we’re trying to orient is ultimately we want to be intentional about what expectations we’re setting, how we’re laying the foundations for a durable growth story and ultimately optimizing for getting all of Service Titan onto Max, not necessarily any particular growth rate in the journey. Got it.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
That’s super helpful. And then maybe Ara, you know, we’re talking about the agentic operating system for the trades and you guys have been improving organizational velocity as well.
You know, I know we’ve talked about what agenda capabilities are live and resonating most with customers today, but really, you know, I’m curious how you’re thinking about the improved internal velocity translating into the faster product delivery and ROI and kind of how this just reinforces your core multi year growth factors. Thanks.
Yeah. You know, ultimately we are a tech company and our business is predicated on delivering solutions for our customers. And there is no greater driver of that, both in terms of value to customers and revenue to us, than the quality of the product and the velocity with which it progresses. And so anytime we get even a little bit of an acceleration on the R and D side, there are massive long term consequences here.
And what we’re seeing now with the more and more effective utilization of AI, is that the signals across the board, whether it’s the overarching amount of code and the quality with which it’s produced, or the entire life cycle of understanding what to build, how to build it and so on.
What we’re trying to focus on most is making sure that we’re holding a high quality bar as we see this acceleration materialize and that we’re able to do it in a way that allows sustainable velocity improvements over time.
And if we’re able to maintain this pace, I think our ability to deliver outcomes for our existing markets becomes accelerated, our ability to grow into adjacent markets will become accelerated, and ultimately the value we drive and the revenue we Generate is going to be accelerated. So as far as I’m concerned, there is nothing more important than the long term success of our company than our ability to get the benefits of AI.
Particularly within our R and D Org,
we are excited about what the software factory will do for our future. From scouring all the tens of thousands of live conversations we have with customers to the support tickets to the underlying product utilization data to help figure out and prioritize what to build. And then of course for Agentic coding to build what we need to build, test it, deploy it, monitor it in production and self evolve over time. This is the frontier that we are very excited about and what it will
Billy Fitzsimmons (Equity Analyst)
mean for our future. Thank you. Our next question comes from the line of Billy Fitzsimmons of Piper Sandler. Your line is open, Billy.
Vahe Kuzoyan (President & Co-Founder)
Great. Thanks for taking the question. Vai, you touched on this in your prepared remarks, but it’s been a couple months now since you’ve had your new Chief Technology and Product Officer. He’s a track record at some of the largest software companies. Anything you can provide on either how we should think about some of the processes and procedures he has brought or is able to bring to the engineering organization, or maybe more broadly, you touched on the use of AI tools internally
Billy Fitzsimmons (Equity Analyst)
and went through some of the use cases and I got to imagine it’s evolving day to day. But to kind of double click on that, are there any additional anecdotes you can talk about that kind of help us think through things you could not do or can now do faster than you could previously with some of these tools?
Vahe Kuzoyan (President & Co-Founder)
Yeah, absolutely. So I would say by far the most important aspect of being able to do what we’re talking about is to build a strong team. There will be no bigger driver of any of those things. And this is the first area that ABHI has been focusing on in terms of increasing the talent density within the team and making sure that we’ve got the right leaders in the right seats in order to take us to where we need to go. Secondly, in order to get the benefits of AI, particularly around the acceleration, what you need is a foundation that allows you to have resiliency, quality as you gain those benefits.
And so his experience at companies at scale that have proven to scale their R and D org and be able to grow their footprint in terms of the products they create, the value that they deliver is what is allowing us to see the benefits in terms of having those foundational quality harnesses, processes and ultimately the teams that are building the foundations on top of which what the software factory is ultimately going to be able to do. All that being said, you know, we are early days and so we are very excited to see these early signals start to accelerate ultimately the velocity and quality with which we can serve our customers.
Dave Sherry (Chief Financial Officer)
Awesome. And then if I could sneak in a second one for Dave. When we think about the revenue upside in 1Q and the increase for the year, there’s a few different growth drivers here. MAX is ramping. Voice agents, roofing and commercial are all ramping. And more broadly, it seems like end customer demand is strong, the JTV line accelerated. Can you just help us rank order or think through the different drivers is driving the upside for first initial expectations?
Yeah, I think a couple things here. First, MAX and Virtual Agents (VA) are both really exciting for us long term. And although our expectations are higher today as compared to nine days ago, these deals generally have meaningful ramps built in to enable customers to align their usage with their bill. So though the contribution is higher today in MAX than it was a quarter ago, it does remain small. With regards to gtv, our approach, as always, is to not roll forward Gross Transaction Volume (GTV) over performance into future periods.
And so despite the strength in Q1, we’re expecting a normal summer consistent with the last few years. So the raise for the rest of the year is simply just execution of the business. And it’s these factors that’s the foundation for the improved FY27 outlook. And I think we’re fortunate to be able today to raise our total guidance by $20 million.
OPERATOR
Thank you. Our next question comes from the line of Nick Altman of btig. Please go ahead, Nick.
Nick Altman (Equity Analyst)
Awesome. Thank you. I wanted to circle back on a prior comment around how some of the net new customers are actually starting on Max and can you just expand on that bit? Because it’s kind of interesting in the sense of whether Max is actually acting as sort of a front door to Service Titan or whether you’re seeing more net new logo opportunities because of max. So just any additional color on that comment would be interesting.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
Thank you. Great question. First and foremost, this is very new and very small, but the thesis is when switching software is a moment of great change management, it may make sense that this be the time to switch software and deploy agents at the same time. The other part of the thesis is that in the traditional world where you had software that you manually used, it required a lot of training and coaching and monitoring in order to get utilization, whereas in the Agentic world when you deploy agents up front, you naturally get effectively 100% utilization with less, much less effort on training, monitoring, support and coaching.
And so we are excited to do this on a small scale and see the results for these contractors that adopt Max from the beginning and then depending on the results that we see, determine how to scale moving forward.
OPERATOR
Great, thank you. Thank you. Our next question comes from the line of Parker, Lane, Stifel. Please go ahead, Parker.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
Yeah, hi, this is Jack McShane on for Parker. Thanks for taking my questions today. I’d be curious, you know, with customers in the MAX program seeing such strong productivity gains, you mentioned EDS. I believe it was 50% average revenue per technician improvement. Are you seeing customers in the MAX program start to talk about, you know, making plans of hiring more and do you think that this can be a growth driver, you know, towards the back half of the year and into fiscal year 28.
In EDS case, they not only saw an increase in revenue per technician, but they also added technicians.. Generally when customers increase the number of leads that they generate or their booking rates increase or both, they end up with more appointments that they need to run. And one way of meeting the increased demand for appointments is greater technician efficiency that allows an individual tech to get to more appointments, although there’s a pretty strict limit on how much efficiency you can gain there.
And so therefore in almost every case it ends up in the hiring of additional techs.
Jack McShane
Yeah, it’s great to hear. And then second question. Obviously headless is a focal point with investors in the space. Now I’d be curious to just get your guys thoughts on its applications to Serviceitan. Are you seeing technicians on site or maybe it’s back office employees using general purpose models outside of the serviceitin platform? And is there an opportunity to build out headless functionalities so you start to capture some of that usage? Thank you.
Yeah, so what we’re seeing is a pretty broad, let’s say, desire to start using all the AI tools available on the market. And especially with our larger customers, huge amounts of experimentation. You know, whether it’s clock, cowork or tools like that that are similar, what we’re noticing is that part of the main challenge they experience is in order to do anything useful, they ultimately need to be able to access data in order to get information.
And then once something useful is, you know, discovered through an insight, they need to take some sort of action into the real world. And this is the role that we think that we can play. And this is why it’s so important to become that orchestration layer that end to end intelligence, both in terms of reads and writes. And so we’re still early on in thinking about how we plug into the broader ecosystem of AI tools. Right now there’s so much low hanging fruit in terms of delivering direct functionality to our customers that that’s what’s taking up the majority of our time.
But I can very easily see a future where both individually and as businesses, there’s all sorts of AI tooling and we want to be able to provide a platform through which customers can get the most out of AI. Ideally, it’s solutions that we offer directly, but we also want to become a platform and an orchestration layer that can be leveraged through external tools as well. And this is why we think the ecosystem and having a strong and thriving ecosystem is such a strategic area for us to invest in.
Thank you. Our next question comes from the line of Andrew Sherman of TD Cohen. Please go ahead, Andrew. Oh great. Thanks guys. Ara on VA wanted to drill in a little bit more on what you’re seeing from early customers and trials. What percentage of your customer base has reached out and expressed a lot of interest? What’s the sales motion to target these and how quickly are the rollouts going wall to wall or kind of slower and then ramping and the competitive landscape.
Any differentiating factors you want to call out?
Ara Mahdessian (Co-Founder And Chief Executive Officer)
Very good question. So we gave select customers access to the early version of our Voice agents in Q4 and then as I described earlier for one of the questions, we then built out support for like dozens of additional of these real life production use cases through Q1. And then we began more expanded go to market late Q1. Of course, like given the recency of the more expanded go to market, you can imagine the penetration is naturally low today, but ramping quite well.
And then to the the latter half of your question, I think nearly all of our customers face situations where there’s a sudden surge of calls and that surge overwhelms their staff. Or calls come in after hours and somebody needs to pick those up. And especially when each one of these calls might represent thousands of dollars of revenue. Our thesis is that a lot of customers will move in this direction over time. Now naturally some will start with overflow and after hours, but then others may choose to let voice agents handle incremental volume as they see Customer Service Representative (CSR) attrition in their business.
Especially because Customer Service Representative (CSR) attrition tends to be fairly high in contracting businesses. But we see this as a very meaningful opportunity for growth. Great.
Andrew Sherman (Equity Analyst)
That’s it for me. Congrats. Thanks guys.
Richard Poland (Equity Analyst)
Thank you so much. Thank you. Our next Question comes from the line of Richard Poland of Wells Fargo. Please go ahead, Richard.
Hey, thanks, guys. On from Michael Turin here. I guess when we just think about, like, the broader, let’s call it, Pro products suite, how is adoption going there? You know, I know a lot of the focus right now is on Max, and it sounds like that’s kind of ramping nicely, but just in this interim period, while that’s not fully available to everyone else, how do we think about just kind of where you’re seeing strength in certain Pro products and how that’s kind of developed over the last 90 days?
What I’ll say here is Pro continues to sell. Well, we’ve not seen a headwind from Pro adoption while we’re selling Max. I think that over time, our packaging will encourage customers to adopt MAX more. And remember, it’s really, really important that everyone understands that MAX is more than just a collection of Pro products. It’s not just a bundle. It’s incremental capabilities. And so while Pro continues to sell, we think customers are going to increasingly have interest in Max or versions of Max.
Dave Sherry (Chief Financial Officer)
Great. And then I guess, Dave, just on gtv, when we think about just kind of average ticket size and any differences in just number of jobs in the quarter, some of the core on gtv, any color there.
Yeah, I mean, I think nothing really stood out this quarter. It was, you know, we see pretty balanced growth from average ticket and number of jobs. The bigger variance, obviously the big driver was weather and of course, business days in the period.
Richard Poland (Equity Analyst)
Awesome. Great quarter, guys.
OPERATOR
Thank you.
Brian Peterson
Thank you. Our next question comes from the line. Brian Peterson of Raymond James, Please go ahead, Brian. Hey, guys, thanks for taking the question. Sorry for the background noise, but just on Macs, like, obviously doubling this order, more than doubling when they expected to be doubled next quarter. I’m actually just curious, what is the gating factor on growth at this point? And is there anything that customers are pushing back on and. And why should we not see that adoption accelerate from what you’re seeing so far?
Thanks, Dave.
Vahe Kuzoyan (President & Co-Founder)
So the primary gating factor is us wanting to go through a very intentional sequential process of, first and foremost, nailing the ROI story. We feel very confident that we’ve done this already. So that has been the first constraint. Now we’re in the phase of making sure that we can continue to deliver those same types of results, but with a more scalable and efficient implementation effectively. And so that’s where the focus is right now.
And that’s the gating factor. And then the last phase is really Making sure that Max is a fantastic fit across all of our customers, not just the ones that are best fit today. And so going back to your question, it’s really around optimizing for the long term durable success of Max versus selling the most we possibly can. Today we have way more demand than what we’ve been onboarding and we expect to continue to be in that same state.
But we want to be very, very intentional with the success that we deliver, the brand and reputation of Max and the durability of the customers on the program.
Thank you. Our next question comes from the line of Tyler Radke of Citi. Please go ahead, Tyler. Yeah, thank you. Ara and Vahed. There’s been a lot of headlines out in terms of the big data center build out projects, of shortage of workers, electricians, plumbers, H Vac, et cetera. How are you thinking about the medium and long term impact to service Titan? And obviously these are workers that are critical to the platform today. Yeah, you know, this is where we see mostly affecting the commercial part of our business.
As you’d imagine, the residential businesses are not really involved on the data center build outs. And on the commercial side, we are certainly hearing and seeing from our customers the huge kind of tidal wave of work coming in from data centers. I think it’s really hard to predict exactly what the impact is going to be because as you know, these data centers are built typically way off site. And so what I’m hearing from our customers is it’s not so straightforward to get first of all, just the number of plumbers and electricians needed, much less to get them to move to those areas for the construction period and so on.
And so for the foreseeable future, we’re not anticipating any meaningful impact to our business or to our customers businesses in terms of the labor disruptions from the build out. But it’s a fast moving situation and we continue to monitor it closely. Thank you.
Dave Sherry (Chief Financial Officer)
And just a quick follow up on the weather dynamics that you called out. Given what sounded like kind of a benefit both from the early start to the cooling season. Is there any sort of timing issues we should be aware of in terms of that follow on impact in Q2? Any pull forward from that, that should take some momentum out of Q2, or would you not associate that directly with Q2? Great question, Tyler. The warmer spring means our customers busy season started earlier.
How the peak performance will really be driven by the peak summer months? If it’s a hot summer, I could see GTP being higher. If it’s a milder summer, it’s possible that it will appear to be a pull forward from Q2 to Q1. It’s hard to know until we really see the quarter evolve. As always, we’re not taking a differentiated view on the weather and just as I said before, assuming a consistent summer with the priorities.
Thank you. Our next question comes from the line of Adam Hotchkiss of Goldman Sachs. Please go ahead, Adam. Great. Thanks for taking the questions, Dave. I know historically you’ve talked a little bit about this dynamic of repair versus replace. Impacting ticket sizes for your customers would just be curious what you’re observing on that front and what it tells you about consumers in the space. Thanks so much. Thanks for the question, Adam. I don’t think we saw anything stand out in the quarter.
Ticket sizes were up a little bit, but there was no fundamental shift from repair to replace.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
Okay, super clear. And then on the competitive environment, appreciate the commentary around the architectural vision when it comes to third party AI tools, but any changes you’re seeing more broadly given what AI is doing to product development velocity in the broader competitive environment in your space? Not necessarily in our space. I think as just a technologist, it’s a crazy time to be in the game. We’re just seeing incredible things being possible both internally as well as what other companies are doing.
But there’s nothing particularly special in our corner of the universe. We’re kind of seeing the magic of AI continue to play out and we continue to be super excited about what it means for us.
Vahe Kuzoyan (President & Co-Founder)
Thank you. Our next question comes from the line of Daniel Jester of BMO Capital Markets. Your question please, Daniel. Great. Thanks for sneaking me in here. This is Will Hancock on for Dan Jester. Appreciate you taking our question and congrats on the quarter. So you’re putting a lot of resources into expanding the MAX program. Can you talk about how you weigh that opportunity versus investing in entering and scaling new trades and has that prioritization shifted given the success that you’ve seen so far in max?
So I would say there’s definitely been a increase in the weight in terms of MAX and what resources we’ve been putting into it over the last few quarters. The early signals have been promising enough for us to be increasing that level of investment. We’re trying very hard not to have a huge pullback in other areas. And so we’re being thoughtful about how we’re shifting resources in that direction. But generally speaking, I would describe it as increased priority and importance for max.
And then we’re trying to be balanced in terms of where we take those resources from in order to increase that
investment, fundamentally, we’re running the business like a marathon, not a sprint. We do continue to believe that we will be the operating system for all the trades. Right now there is a near term very exciting opportunity around building out and delivering max, but over the long term, we continue to believe we will extend beyond the trades. I think today the focus is, as you said, shifted more towards max.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
Thank you. Our next question comes from the line of Terry Tillman of Truist Securities. Please go ahead, Terry. Great. Good evening, team. This is Connor Passarello on for Terry. Appreciate you taking the questions. I’ll stick to one. First, on the broader landscape or the broader AI adoption, How does the level of customer interest and urgency around AI, digital transformation and commercial compared to residential today? Maybe what’s driving that difference as well?
Thank you. Yeah, I would say that there’s a general similar level of excitement and I would say both for us and the market in general, there is more maturity on the residential side. And I think a lot of it comes from the fact that residential transactions tend to be simpler. If you have even a booking situation, the systems involved and the dynamics involved are generally less complex to deal with than in a commercial use case. As we think about the longer arc, we see a very similar opportunity in both.
But we anticipate that both the market in general and our level of product maturity for residential to lead commercial.
Yun Kim
Thank you. Our next question comes from the line of Yun Kim of Luke Capital Markets. Your line is Open Yeung. Okay, great. Thank you. Great quarter.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
Following up on a couple of questions on competitive landscape. And also the last question, if you can give us just an update on the overall competitive landscape, especially at the low end of the market, just picking up a lot more players in that end of the market. Maybe, you know, they’re using Vibe coding and such, I don’t know. But given that you are seeing faster growth from the enterprise, the larger end of the market is the higher end of the market more of your go to market focus?
Great question. We don’t really sell to the lower end of the market, so we haven’t seen any dynamics that necessarily materialize in the way that you’re describing.
OPERATOR
Thank you. I would now like to turn the conference back to Ara Madhesian for closing remarks.
Ara Mahdessian (Co-Founder And Chief Executive Officer)
I just want to thank everyone for the call today. In particular, a special thank you to our customers who work tirelessly to serve their communities, particularly with the upcoming busy season coming up. A special thank you to our titans all around the world who work tirelessly for our customers and especially to our investors who support our mission. We hope to be good stewards of your capital and aspire to build a generational company.
Thank you all and look forward to seeing you all soon.
OPERATOR
This concludes today’s conference call. Thank you for participating.
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