Kevin Dorsey, who led Sales Development & Enablement at ServiceTitan, inherited a handoff process built on spreadsheets and Salesforce automation. It worked — until it didn't.
As ServiceTitan scaled, the gap between SDR qualification and AE demo grew wider. Prospects booked meetings, then went cold. No-show rates climbed. The manual coordination between SDR and AE teams created delays that killed momentum.
From Spreadsheets to a Unified Stack
ServiceTitan moved to Chili Piper to close the gap. Handoff Flows automated the SDR-to-AE booking moment, eliminating the need for manual follow-up emails and calendar back-and-forth. Form Concierge handled inbound qualification and instant scheduling from the website.
The result: no-show rates dropped and SDR handoff quality improved — prospects arrived at AE demos with confirmed times and relevant context, not just a link in an email.
