Case Study: Roto-Rooter achieves 18% sales growth and better customer reviews with ServiceTitan

The Power of Good-Better-Best Options in Plumbing Estimates

Roto‑Rooter, the century‑old drain‑cleaning pioneer with roughly 400 franchises, discovered that technicians often failed to present multiple repair options or explain the value differences between methods (like cable vs. high‑pressure jetting). That gap left customers satisfied with the work but unhappy with price, hurting reviews and leaving upsell opportunities on the table.

Rachel Stepowoy used ServiceTitan to expand task descriptions, add photos and videos, and embed good‑better‑best estimate templates on technicians’ tablets so options are offered and explained consistently. The change improved customer understanding and reviews, increased sewer-and-drain sales by 18% year‑over‑year, raised average tickets and close rates, and reduced wasted time.

Roto-Rooter

Rachel Stepowoy

Enterprise Administrator