ServiceTitan’s Commercial Sales and Marketing Report Reveals AI-Enabled CRMs Drive New Leads and Revenue Growth

Rhea-AI Summary

ServiceTitan (Nasdaq: TTAN) has released its first annual Commercial Sales and Marketing Report, revealing significant insights about contractor operations and technology adoption. The study, which surveyed over 1,000 commercial sales and marketing contractors, found that 57% of contractors spend nearly half their time on non-selling activities.

Key findings show that 44% of businesses experience sales cycles of four months or longer, while 71% rely on referrals and paid advertising for revenue. The report highlights that while 78% of contractors use CRMs, only 41% are satisfied with their solutions. Additionally, 29% of respondents currently use AI agents, with higher-performing businesses showing greater AI adoption rates.

Positive

• 78% of contractors have adopted CRM systems, showing strong digital transformation
• 71% of businesses maintain strong revenue streams from referrals and paid advertising
• 66% of companies are prioritizing brand awareness and digital marketing expansion
• AI adoption shows promising results in sales content creation (58%) and lead scoring (43%)

Negative

• 57% of contractors waste significant time on non-selling activities
• 44% of businesses face lengthy sales cycles of 4+ months
• Only 41% of contractors are satisfied with their current CRM solutions
• 37% of sales teams lack structured account management approaches

57% of Contractors Spend Nearly Half of Their Time on Non-Selling Activities, Stalling Growth and Performance Opportunities

LOS ANGELES, Sept. 30, 2025 (GLOBE NEWSWIRE) -- ServiceTitan (Nasdaq: TTAN), the software platform that powers the trades, today released its first annual Commercial Sales and Marketing Report, which surveyed over 1,000 commercial sales and marketing contractors. The report reveals that 57% of commercial contractors spend close to half of their time on non-selling activities, indicating they are missing out on opportunities to improve performance and drive growth. While a majority of businesses are using customer relationship management (CRM) systems, contractors report being stuck doing work that the right CRM and AI could automate, ultimately solving many of their core challenges.

“Commercial business leaders run complex operations that rely on deals closing, building strong customer relationships, and reducing overhead work to consistently drive growth,” said Bryan Olshock, chief marketing officer of ServiceTitan. “As the report notes, CRMs are gaining traction to push these efforts forward, but adding AI-powered software unlocks even greater business value. The results are too valuable to ignore, and a modern sales and marketing architecture made up of sales teams, AI, and CRMs is key to delivering lasting impact to customers, increasing efficiency and revenue growth. We’ll continue to see adoption increase for businesses to scale.”

Inefficient Sales Cycles Lead to Missed Growth Opportunities
In addition to contractors being bogged down by non-selling activities, inefficient sales cycles are another key challenge, with 44% of businesses reporting a typical sales cycle of four months or longer. Specifically, 10% have cycles of 4-6 months, 11% have cycles of 7-12 months, and 23% have cycles exceeding 12 months. When too much time is spent on sales cycles and developing job summaries, conducting discovery calls, or following up on estimates, there’s less time to generate new leads, and forecasting growth becomes more difficult.

Marketing and Sales Priorities are Shaped by Customer Relationships
According to the report, the majority of businesses rely on referrals and repeat business from existing customers (71%) and paid advertising (71%) as a crucial source of revenue, followed by website and organic digital marketing (67%). To maximize the impact of their sales and marketing efforts, the top marketing priorities for commercial business leaders are increasing brand awareness (66%), expanding digital marketing initiatives (66%), and generating leads (41%).

Gaps Persist in Account Management Structure
A significant portion of commercial businesses have dedicated sales representatives (48%) or a hybrid model (22%), but a large gap exists in how accounts are managed. The report reveals that 63% of businesses surveyed have a clear, structured approach to account ownership, meaning that 37% of sales teams operate on an ad hoc, first-come, or judgment-based system. This lack of formal structure extends to specialization, with the report noting that specialization by geography or industry remains limited.

Customizable CRMs Unlock Efficiency and Growth
Despite widespread adoption of CRMs (78%), the report findings indicate that many business leaders aren’t happy with the solutions. Under half of contractors (41%) report being satisfied. For 37% of contractors, a lack of industry-specific features is a primary challenge, followed by high cost (29%), and limited reporting capabilities (22%). This is where advanced, customizable CRM capabilities unlock efficiency and growth.

AI Adoption Trails, but the Value is Clear
The use of AI in sales processes is still a developing area for commercial business leaders, with only 29% of respondents currently using AI agents. Among the businesses that do use AI, the applications are focused on key areas that can boost efficiency, including sales content creation and personalization (58%), lead scoring and qualification (43%), and automating CRM data entry and updates (43%). The report also notes that AI usage is more concentrated among higher-performing businesses. Combining AI with CRMs can empower business leaders to be more efficient with their sales cycles, limit overhead work and automate workflows to minimize gaps in account ownership.

To review the full findings and key takeaways, download ServiceTitan’s Commercial Sales and Marketing Report here.

About the research
This research was conducted by Thrive Analytics on behalf of ServiceTitan, polling more than 1,000 commercial sales directors/managers, business development managers, service department managers, and estimators, primarily in mechanical, electrical and plumbing. The survey was conducted from July 14 to July 31, 2025. This research is for informational purposes only and ServiceTitan provides no assurances (express or implied) with respect to the accuracy of the survey data. Forward-looking economic and industry outlooks represent the views of the survey respondents, and may not represent the view of ServiceTitan or its affiliates.

About ServiceTitan
ServiceTitan is the software platform that powers trades businesses. The company’s cloud-based, end-to-end solution gives contractors the tools they need to run and grow their business, manage their back office, and provide a stellar customer experience. By bringing an integrated SaaS platform to an industry historically underserved by technology, ServiceTitan is equipping tradespeople with the technology they need to keep the world running.

Press Contact
Max Wertheimer
ServiceTitan, Inc.
Press@servicetitan.com

© 2025 ServiceTitan. All rights reserved. ServiceTitan, the ServiceTitan logo, and all ServiceTitan product and service names mentioned herein are registered trademarks or unregistered trademarks of ServiceTitan, Inc. in the United States and other countries. Other brand names and marks mentioned herein are for identification purposes only and may be the trademarks of their respective holder(s).

FAQ

What are the key findings from ServiceTitan's (TTAN) 2025 Commercial Sales and Marketing Report?

The report reveals that 57% of contractors spend half their time on non-selling tasks, 78% use CRM systems, and 29% have adopted AI agents. Additionally, 44% of businesses have sales cycles lasting 4+ months.

How many contractors are currently using CRM systems according to ServiceTitan's report?

According to the report, 78% of contractors have adopted CRM systems, though only 41% report being satisfied with their solutions.

What percentage of contractors are using AI in their sales processes?

29% of contractors currently use AI agents, with higher-performing businesses showing greater adoption. Among AI users, 58% use it for sales content creation and 43% for lead scoring.

What are the main revenue sources for contractors according to ServiceTitan's study?

The study shows that 71% of businesses rely on referrals and repeat business, 71% use paid advertising, and 67% utilize website and organic digital marketing as their main revenue sources.

What are the biggest challenges contractors face with CRM systems?

The main challenges include lack of industry-specific features (37%), high cost (29%), and limited reporting capabilities (22%).