Case Study: ServiceTitan achieves smarter call routing and happier customers with Talkdesk

ServiceTitan integrates Talkdesk and Salesforce for Smarter Call Routing

ServiceTitan, a cloud-based SaaS platform for trades contractors, faced fragmented contact routing — chat ran in Salesforce while voice ran in Talkdesk — and relied on simple queue-based routing that misdirected complex or repeat-issue calls, increased wait times, lowered first-call resolution, and created heavy administrative overhead for managing agent skills.

They implemented an Intelligent Routing solution by integrating Talkdesk with Salesforce using attribute-based routing and a rules-based engine that tags interactions and matches callers to agents by skill and history, plus a custom API to sync skills and reduce admin work. The result: average time to answer fell by 7 minutes, average handle time dropped 1 minute, FCR rose above industry norms, call volume declined, and the API saves roughly 10 hours of admin work per month — yielding faster, more accurate routing and happier customers.

ServiceTitan

Patrick Stevens

Sr. Business Systems Analyst