Case Study: ServiceTitan achieves a 28-point NPS increase through improved product adoption with Gainsight

ServiceTitan’s NPS Increases 28 Points Through Improved Product Adoption

ServiceTitan, a field-service management platform for contractors, needed to drive deeper product adoption than simple page views or DAUs. They built an internal adoption dashboard, TitanScore, to track feature- and workflow-level usage, but found the volume and complexity of data made it hard for CSMs to identify who was using what and take timely action.

By integrating TitanScore into Gainsight’s 360 View and using the Rules Engine, Custom Reports, CTAs and CoPilot playbooks, ServiceTitan gave CSMs a single, actionable view of adoption and automated outreach to at-risk customers. The approach made adoption visible to customers, improved targeted engagement, and drove measurable results: NPS rose 28 points to 60 and average month-over-month churn fell by 35%.

ServiceTitan

Brittany Habel

Customer Success Operations Manager