Voice notes in the field, clean invoices in the officeVoice notes in the field, clean invoices in the office
Summary
Andersen Commercial Plumbing's technicians work with their hands full, so job notes were written from memory hours after the work.
Exadel built a voice-first documentation app that captures the note on site and writes it straight into ServiceTitan. Discovery to a working field pilot took about six weeks.
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The Challenge
Andersen Commercial Plumbing, a commercial plumbing and HVAC service provider based in California, utilizes ServiceTitan, a cloud-based software platform built for home and commercial service contractors. However, the field rarely is ideal for utilizing a keyboard. Technicians work in crawlspaces and mechanical rooms, on ladders, with gloves, and/or dirty hands. Job notes previously were written from memory at the end of the day, sometimes at the end of the week.
The documentation that was produced was thin and inconsistent. Work performed and materials used were under-recorded, billable extras slipped through, and invoices often lacked the detail a commercial customer expects before paying.
This is the first paper in a three-part series. Whitepaper 2 covers Operational Excellence. Whitepaper 3 covers Implementation, Roadmap, and Cloud Deployment.
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What Exadel built
Exadel built a voice-first field documentation app. A technician taps an app once on their mobile phone and talks through the work in real-time and while details are still fresh in their mind. The app captures notes on site (even where connectivity is poor), an AI pipeline transcribes and structures them, and a two-way ServiceTitan integration writes it onto the right job record and into the invoicing workflow.
Exadel delivered the whole solution, from the mobile app to the integration, and ran the field rollout and technician adoption. Exadel's engineers built the application using Claude Code, Anthropic's agentic coding tool, and Claude Code’s capabilities enabled an accelerated project timeline. Discovery to a working field pilot took about six weeks, covering the mobile app, the transcription pipeline, and the two-way ServiceTitan integration. Building with Claude Code allowed a targeted team to move at a pace that would normally require more people and additional time.
This is the first paper in a three-part series. Whitepaper 2 covers Operational Excellence. Whitepaper 3 covers Implementation, Roadmap, and Cloud Deployment.
Outcome.The app is in beta with 10 technicians, with a path to the wider field team once the pilot concludes. The changes and benefits that Andersen Plumbing wanted to achieve are already visible: the record of work behind each invoice is captured in the moment instead of reconstructed from memory, improving accuracy, and timely and informative billing for customers.
Our technicians work with their hands full, in crawlspaces and on ladders, so job notes used to be written from memory at the end of the day. Now they record a voice note on site and the details land in ServiceTitan while the work is fresh. Exadel took this from idea to a working field pilot in about six weeks, and the documentation behind our invoices is already noticeably stronger.
Julie Weingart
CEO, Andersen Commercial Plumbing
Case Studies
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