Situation

ServiceTitan is the world’s leading all-in-one software for residential HVAC, plumbing, electrical and other home service businesses. Its mobile, cloud-based software platform is an end-to-end solution that helps streamline operations, improve customer service and increase sales that brings fully operational, modern SaaS infrastructure to a multi-billion-dollar industry traditionally underserved by software.

In four years, ServiceTitan has expanded from 40 employees to 550+ in their HQ location with some 75 open positions, with expectations for ongoing expansion. The company embarked on designing a new space to accommodate that rapid growth and provide solutions to issues in its open office plan.

“Our corporate culture is very energetic. We move quickly, like a rocket ship, and have accomplished a lot in a short period of time. It can be challenging knowing that you’re working with complicated software and dealing with people’s livelihood, but that’s also what makes it so rewarding,” noted Kristine Nguyen, Senior Manager of Real Estate Workplace Services.

According to Nguyen, people at ServiceTitan take their work seriously, whether it’s a personal connection or their family comes from the trade. And they know that their jobs matter. The employees are constantly challenging one another to do their best work.

Input

The company solicited feedback from staff before beginning work on the new space. Requests included:

• More quiet rooms
• Independent work areas
• Uniformity in the space
• More flexibility in the working environment

Partner Selection

ServiceTitan needed partners that were knowledgeable about the challenges with their current open office plan, had experienced those themselves, and could bring to the table proven solutions and plans for the future.

The company engaged Harley Ellis Devereaux and Tangram to design and specify furniture for its new spaces. Tangram was enlisted based on its relationships with a wide range of top-quality vendors. Steelcase was a preferred provider for the project in view of its position at the forefront of technology, furniture trends and creativity by constantly pushing boundaries. As a flagship dealer for Steelcase, Tangram has extensive experience integrating its solutions for workspace transformation.

Innovative Solutions

Based on ServiceTitan’s goals for its workspaces, Tangram provided the following:

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Uniformity

A conscious decision was made that it be apparent that each piece of furniture belongs where it is positioned to create a clear sense of uniformity and give the space purpose. That approach allows employees to own their areas and makes it easier on the facilities managers as well.

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Flexibility

Employees are enabled to exercise choice and control in their work environments by providing different places and postures to work from, such as height-adjustable workstations, huddle rooms, conference rooms, collaborative tables and lounges.

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Workstations

Flexible workstations integrate Answer Fence freestanding, light-scale space division with power and data distribution and access, along with Migration height-adjustable desks.

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Independent Work Areas

Steelcase Brody WorkLounges provide ergonomic, semi-private, ad-hoc workspaces with an adjustable work surface that holds technology at eye level to reduce neck and shoulder strain.

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Acoustics

Framery soundproof pods allow employees to make phone calls or do heads-down work without being bothered by other conversations or impinge on others in the workspace. In addition, conference rooms and quiet rooms are lined with Snowsound panels to eliminate echoing.

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Café

Spacestor Railway Carriage modules in the café offer an additional area for collaborative work, a semi-private space or a cool area to enjoy lunch with coworkers.

Results

“We’ve conducted surveys, interviewed employees through each iteration, and we’ve made adjustments to proactively meet our goals and solve the issues throughout our facility. In fact, our latest two spaces have received extremely positive feedback,” Kristine Nguyen, Senior Manager of Real Estate Workplace Services.

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