For an independent plumbing business owner, the daily grind often involves a lot of hope: hoping the technician remembers to mention a water softener, hoping the dispatcher scheduled the right person for a tankless install, and hoping the profit margins are where they need to be at the end of the month.
For Benjamin Franklin Plumbing franchisees, however, that hope is being replaced by clarity, transparency, and real-time visibility. With Benjamin Franklin Plumbing and Authority Brands, local franchise owners are leveraging ServiceTitan, a comprehensive software platform that helps bridge the gap between field performance and office strategy.
In many trades businesses, outdated systems historically limited real-time visibility into technician activity, making it difficult for owners and managers to influence sales conversations or customer experience while a job was still in progress. Decisions were often made after the fact, rather than in the moment.
In the plumbing industry, the difference between a repair and a replacement often comes down to the technician’s confidence and the information they have readily available. ServiceTitan helps owners move away from a retroactive approach to business management. The platform delivers a live view of jobs in real time, allowing service managers to see exactly what a technician is encountering under a sink or in a mechanical room before the invoice is generated.
With real-time job visibility, service managers can see estimates being built as calls are scheduled and identify key factors—such as the age of a water heater—before a technician ever arrives on site. That visibility allows teams to proactively coach technicians on presenting both repair and replacement options, ensuring customers receive clear choices rather than relying on memory or chance.
Training is a cornerstone of the Benjamin Franklin Plumbing experience. But human memory has its limits. The Benjamin Franklin Plumbing team works with franchisees to customize ServiceTitan, helping the software act as a digital safety net for the crew.
By setting up automated prompts within the workflow, franchise owners ensure that no opportunity for a cross-sell or upgrade is missed.
Automated workflows can prompt technicians at key moments during an estimate - such as when a water heater is selected - to introduce related solutions like water filtration. This ensures important conversations happen consistently, without relying on memory or individual experience.
This shift toward automation can help protect the bottom line regardless of a technician’s tenure or sales experience. The system ensures customers are consistently presented with the full range of options available to them - a shift that can support stronger average ticket values, improved conversion rates, and the potential for year-over-year revenue growth.
One of the primary differentiators for Authority Brands is its ability to offer individual franchisees the technological benefits usually reserved for massive corporations. By franchising with Benjamin Franklin Plumbing, entrepreneurs aren't just buying software. They receive training and support to actively master it for their business.
Through weekly office hours, webinars, and lunch-and-learn sessions, the franchisor team helps plumbing franchise owners navigate everything from fleet management to sophisticated marketing ROI tracking. This support is particularly valuable for multi-unit or multi-brand owners who may be managing several franchises simultaneously, including Benjamin Franklin Plumbing, Mister Sparky, and One Hour Heating & Air Conditioning.
By consolidating multiple franchises into the ServiceTitan platform, franchise owners gain the ability to cross-market services seamlessly across brands. This unified view allows teams to build estimates that include cross-trade services, track job costing by industry, and operate with a streamlined dispatch and customer service structure - driving efficiency for multi-unit and multi-brand operators.
As different industries become increasingly dependent on tech, incorporating elements like AI agents and complex digital load calculators, having a unified and high-performing operations and marketing platform is no longer optional for those who want to lead the market.
Technology adoption has become a clear differentiator across the plumbing industry. Franchisees that leverage data-driven platforms are able to operate more efficiently, attract and retain stronger talent, and deliver a more consistent customer experience — while those that fail to modernize risk falling behind. For Benjamin Franklin Plumbing franchisees, ServiceTitan provides real-time visibility into every customer interaction, enabling owners to proactively manage performance rather than rely on after-the-fact reporting. Data informs smarter decisions, but customer experience ultimately remains the priority — and having insight into each touchpoint as it happens allows franchisees to deliver on both.
ABOUT BENJAMIN FRANKLIN PLUMBING:
Founded in 2001, Benjamin Franklin Plumbing currently operates in more than 300 locations across North America. With an emphasis on customer satisfaction, the company's highly trained and licensed plumbers offer a full range of plumbing services that meet the highest industry standards, including installation, repair, and replacement. Benjamin Franklin Plumbing is part of Authority Brands, the parent company to leading home service brands across the plumbing, electrical services, residential cleaning, at-home care, swimming pool repair and maintenance, tree care, restoration, and pest control services sector. For more information, visit www.benjaminfranklinplumbing.com and www.authoritybrands.com.
Benjamin Franklin Plumbing
SPONSORED
How Real-Time Data and Automated Workflows Help Benjamin Franklin Plumbing Franchisees Improve Customer Experience and Operational Performance
For an independent plumbing business owner, the daily grind often involves a lot of hope: hoping the technician remembers to mention a water softener, hoping the dispatcher scheduled the right person for a tankless install, and hoping the profit margins are where they need to be at the end of the month.
For Benjamin Franklin Plumbing franchisees, however, that hope is being replaced by clarity, transparency, and real-time visibility. With Benjamin Franklin Plumbing and Authority Brands, local franchise owners are leveraging ServiceTitan, a comprehensive software platform that helps bridge the gap between field performance and office strategy.
In many trades businesses, outdated systems historically limited real-time visibility into technician activity, making it difficult for owners and managers to influence sales conversations or customer experience while a job was still in progress. Decisions were often made after the fact, rather than in the moment.
In the plumbing industry, the difference between a repair and a replacement often comes down to the technician’s confidence and the information they have readily available. ServiceTitan helps owners move away from a retroactive approach to business management. The platform delivers a live view of jobs in real time, allowing service managers to see exactly what a technician is encountering under a sink or in a mechanical room before the invoice is generated.
With real-time job visibility, service managers can see estimates being built as calls are scheduled and identify key factors—such as the age of a water heater—before a technician ever arrives on site. That visibility allows teams to proactively coach technicians on presenting both repair and replacement options, ensuring customers receive clear choices rather than relying on memory or chance.
Training is a cornerstone of the Benjamin Franklin Plumbing experience. But human memory has its limits. The Benjamin Franklin Plumbing team works with franchisees to customize ServiceTitan, helping the software act as a digital safety net for the crew.
By setting up automated prompts within the workflow, franchise owners ensure that no opportunity for a cross-sell or upgrade is missed.
Automated workflows can prompt technicians at key moments during an estimate - such as when a water heater is selected - to introduce related solutions like water filtration. This ensures important conversations happen consistently, without relying on memory or individual experience.
This shift toward automation can help protect the bottom line regardless of a technician’s tenure or sales experience. The system ensures customers are consistently presented with the full range of options available to them - a shift that can support stronger average ticket values, improved conversion rates, and the potential for year-over-year revenue growth.
One of the primary differentiators for Authority Brands is its ability to offer individual franchisees the technological benefits usually reserved for massive corporations. By franchising with Benjamin Franklin Plumbing, entrepreneurs aren't just buying software. They receive training and support to actively master it for their business.
Through weekly office hours, webinars, and lunch-and-learn sessions, the franchisor team helps plumbing franchise owners navigate everything from fleet management to sophisticated marketing ROI tracking. This support is particularly valuable for multi-unit or multi-brand owners who may be managing several franchises simultaneously, including Benjamin Franklin Plumbing, Mister Sparky, and One Hour Heating & Air Conditioning.
By consolidating multiple franchises into the ServiceTitan platform, franchise owners gain the ability to cross-market services seamlessly across brands. This unified view allows teams to build estimates that include cross-trade services, track job costing by industry, and operate with a streamlined dispatch and customer service structure - driving efficiency for multi-unit and multi-brand operators.
As different industries become increasingly dependent on tech, incorporating elements like AI agents and complex digital load calculators, having a unified and high-performing operations and marketing platform is no longer optional for those who want to lead the market.
Technology adoption has become a clear differentiator across the plumbing industry. Franchisees that leverage data-driven platforms are able to operate more efficiently, attract and retain stronger talent, and deliver a more consistent customer experience — while those that fail to modernize risk falling behind. For Benjamin Franklin Plumbing franchisees, ServiceTitan provides real-time visibility into every customer interaction, enabling owners to proactively manage performance rather than rely on after-the-fact reporting. Data informs smarter decisions, but customer experience ultimately remains the priority — and having insight into each touchpoint as it happens allows franchisees to deliver on both.
ABOUT BENJAMIN FRANKLIN PLUMBING:
Founded in 2001, Benjamin Franklin Plumbing currently operates in more than 300 locations across North America. With an emphasis on customer satisfaction, the company's highly trained and licensed plumbers offer a full range of plumbing services that meet the highest industry standards, including installation, repair, and replacement. Benjamin Franklin Plumbing is part of Authority Brands, the parent company to leading home service brands across the plumbing, electrical services, residential cleaning, at-home care, swimming pool repair and maintenance, tree care, restoration, and pest control services sector. For more information, visit www.benjaminfranklinplumbing.com and www.authoritybrands.com.
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