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Remember the days of clipboards, white boards and sticky notes? Field teams recorded notes by hand, and office staff maintained appointment books and spreadsheets on paper. In many small shops, it isn’t unusual to see the "legacy" practices still in place. However, technology has taken over: completely reshaping how plumbing, HVAC and mechanical contractors operate.

Contractors now have access to platforms that can unify scheduling, customer relationship management (CRM), service dispatch, estimating, invoicing, mobile field tools and even artificial intelligence all in one place — creating a centralized system that replaces fragmented manual methods. Analysts at Gartner note that while nearly 30% of construction firms still rely on manual processes like spreadsheets, the rest are increasingly adopting software solutions to keep pace with project complexity and operational demands.

Software adoption has moved from being a competitive advantage to a core requirement — especially in the face of labor shortages, cost pressures and rising customer expectations. In a recent industry survey of more than 1,000 commercial specialty contractors by ServiceTitan, 70% reported using field service management software, and the average business now deploys four to six software platforms to manage core functions.

But, it’s no secret that there are countless options available these days, each one promising to be more efficient, more important, simply better than the competitors. I decided to speak with several contractors to see what software they turn to everyday; what works for them to keep their business running smoothly.

Tech stack: the rise of multi-systems

One thing rang true for all of the contractors I spoke with: they’ve developed a "tech-stack," or a group of several different software systems that work independently of one another to keep things running smoothly. Just as you wouldn’t ask your office manager to go fix a leak, you likely wouldn’t ask your plumbers to organize a spreadsheet of your clients. It’s hard to find a master-of-all-trades, and the same goes for organizational software.

The goal is simple: better coordination and fewer workflow gaps, something that industry research shows is central to improved productivity and communication. For example, construction management software can save teams significant time by providing real-time communication, reducing back-and-forth, and cutting administrative workload—benefits that are especially when labor and time are constrained.

At Andy J. Egan Co., a commercial contractor based in West Michigan, Director of Technology Chris Weaver told us that several core platforms form the essential backbone of operations across both field and office functions. As a tech-forward company, Eagan implemented this technology very early on; many of them since they became available on the market. To support coordination all the way from design to installation, Egan relies on several construction technology platforms that complement each other; each one serving a specific role within the project lifecycle:

• ACC Autodesk Build: Used as a centralized construction management platform, Autodesk Build supports document control, RFIs, submittals, issues tracking and field reporting. It allows both office and field teams to work from a single source of truth, ensuring that drawings, revisions and project communications stay aligned throughout construction.
• Revizto: Primarily used for BIM coordination and model-based collaboration. It enables project teams to visualize 2D and 3D models together, identify clashes, manage issues, and coordinate across trades in a shared environment. This helps resolve conflicts earlier and reduces downstream rework in the field.
• MSUITE Fab: Supports fabrication management, tracking spools, assemblies and components from production through delivery and installation. It provides visibility into fabrication status, helping teams coordinate shop output with project schedules and field readiness.
• MSUITE BIM: Used for model management and BIM-driven workflows that connect design intent to fabrication and installation. It helps ensure that model data remains accurate and usable as it moves from coordination into prefabrication and field execution.

Together, these platforms allow Egan to manage several complex commercial projects by connecting design coordination, fabrication tracking and field execution, all while giving project managers and field teams mobile access to the information they need in real time.

This reflects a broader industry trend: field service management and construction platforms increasingly emphasize mobile access for technicians, enabling real-time updates and communication that streamline coordination between jobsite and back office. Studies show that mobile field tools can dramatically improve collaboration and reduce errors caused by outdated information.

In residential service work, CRM platforms are playing a similarly vital role. MSP Plumbing, Heating and Air, based in Minneapolis, relies on ServiceTitan; a name many contractors are familiar with. It supports customer relationship management, but also provides a mobile app that brings project details, scheduling and communication into the hands of field technicians.

"We use Service Titan for our CRM software, which also has a mobile field app for the techs in the field," Derrick Rangel explained. "This is utilized a lot by office and field techs to keep track of everything."

That shared access reduces the need for manual data re-entry and ensures that both office staff and field teams are working with the same information—something that research consistently identifies as one of the top benefits of modern field service management systems. Rangel also notes the company’s usage of ProBooks, an AI-driven dispatching and optimization tool. "[It] incorporates an AI component, and analyzes all of the data of (our) technician(s) and the job to best determine the best tech for the job … The support we get from ProBook is second to none."

Oak Creek Plumbing & Remodeling, based in Oak Creek, Wisconsin, illustrates how multiple apps can coexist to serve specialized needs within a single organization. For them, the tech stack includes tools like:

• SameDay AI, Weave & Thryv for intelligent call routing, online scheduling, two-way texting, and after-hours support.
• Jonas as our operational hub for CRM, dispatching, job costing, accounting, and scheduling.
• GeoTab for fleet tracking, safety alerts, route optimization, and real-time technician ETAs.
• CompanyCam for jobsite photos, documentation, and immediate field-to-office coordination.
• JotForm for service intake, remodel consultations, ballpark pricing, warranty requests, change orders, and daily tech/installer reports.
• CoConstruct for remodel budgeting, selections, scheduling, and client communication.
• ClockShark (in evaluation) for detailed time tracking and labor-versus-budget analysis.
• Customer Lobby for automated review collection, follow-ups, and customer retention campaigns.
• GuildQuality for structured customer experience surveying, particularly on remodels, providing valuable insight into quality, communication, and satisfaction trends.
• PulseM for real-time service review capture, technician-specific feedback, and improving customer confidence through social proof.

Each fulfills distinct functions—from CRM and scheduling to jobsite documentation, fleet tracking and customer experience.

The goal is simple: better coordination and fewer workflow gaps, something that industry research shows is central to improved productivity and communication.

"These tools support our workflow from the first client call through project completion and long-term customer engagement." Dan Callies, president and owner of Oak Creek Plumbing & Remodeling told me. Callies also served as past president of the PHCC National Association. "Across the PHCC contractor community, technology has become a foundational part of how we deliver service, manage remodels, and communicate with customers."

One thing is clear: construction and field management platforms are most effective when they integrate seamlessly with one another, rather than forcing manual transfer of information between disparate systems. Integrated technology automates data flow and helps maximize the value of investments already made in technology by expanding their reach and eliminating redundant tasks.

The benefits

For a lot of contractors and business owners, it can be a tough sell to learn a new software. Who has the time? It’s important that tech stands out; many contractors want to see the difference quickly, or it’s on to the next candidate.

First of all, centralization is of the utmost importance. Rather than managing separate systems for dispatch, accounting, documentation and customer communication, many companies are consolidating workflows into connected platforms. Derrick Rangel said, "The ability to have a CRM that is capable of doing everything we need in one spot is a huge benefit to our company, and helps us stay organized." Both office staff and field technicians rely on CRM daily to track jobs, pull reports and stay aligned.

Improved communication between the field and office is another major payoff. Mobile access to drawings, job details and documentation reduces delays and minimizes errors. At Egan, Chris Weaver notes that field teams use mobile tools connected to platforms such as ACC Autodesk Build, Revizto and MSUITE to access drawings, RFIs, issue logs and daily reports, keeping project managers and office staff in sync without relying on phone calls or manual updates. According to Dan Callies, shared digital environments eliminate much of the guesswork contractors once faced, and even allows coordination to become automatic rather than reactive.

Time savings are harder to quantify, but contractors consistently describe them as substantial. Rangel said the time saved at MSP Plumbing is essentially "unmeasurable," pointing to how much easier reporting and tracking have become compared to manual methods. Callies estimates saving "hours per person per day," across automation through intake, scheduling, job costing and customer follow-ups . "Across the PHCC network, contractors often report the equivalent efficiency of adding one or two full-time employees simply through automation."

Beyond efficiency, software is also improving how contractors allocate labor and resources. MSP Plumbing uses AI-enabled dispatching software to analyze technician data and job requirements, helping match the right technician to the right call. Rangel said this data-driven approach has removed emotion from dispatching decisions while still keeping human oversight in place, contributing to measurable revenue growth.

Rather than managing separate systems for dispatch, accounting, documentation and customer communication, many companies are consolidating workflows into connected platforms.

For growing contractors, these capabilities are increasingly vital. Weaver noted that AI-driven tools help ensure consistency across projects as companies scale, allowing teams to leverage existing data more effectively without adding administrative overhead. Callies echoed this view, emphasizing that contractors do not necessarily need more apps, but rather tools that work together and support long-term growth.

While it may seem difficult to get started, it’s worth it in the long run. "My advice to contractors nationwide is simple: start by solving your biggest bottleneck. Then build a tech stack that supports your people, your growth, and your customer experience for the long haul," Callies said.

And remember, it isn’t a one-size-fits-all approach. "We always encourage other contractors to consider their unique needs and select the tools that best fit their processes,"Chris Weaver told me. "This is why we’ve chosen to build our own tools in some instances. We’re excited to enter this AI-enabled era of construction technology, because regardless of app or software choice, Jobotics will bring these platforms together and unleash new capabilities for us. We’re training our team now to take ownership of these AI insights, and to implement them smartly and responsibly across their projects for superior outcomes."

Looking forward

While all of the contractors I spoke with are quite happy with their current tech-stacks, it doesn’t mean that there aren’t improvements to be made. I asked them, what features do you wish your current software had?

"Most tools are good at capturing data but not at interpreting it," Chris Weaver at Andy J. Eagen told me. "Our team is always looking for tools that provide faster answers without navigating multiple systems, early risk detection instead of reactive reporting, less manual report building and better use of historical project data. This is where AI-driven platforms like Jobotics add the most value."

Derrick Rangel, on the other hand, wants more centralization. "It would be nice to have accounting software built within Service Titan so everything is housed within our CRM." Callies agreed, noting that "Contractors don’t necessarily need more apps; they need apps that work together."

He also believes, "The trades are ready for true, seamless integration—not partial linking, not costly custom APIs, but fully connected systems across:

• Dispatch
• Accounting
• AI call handling
• Fleet management
• Photo documentation
• Customer satisfaction platforms
• Review and survey tools
• Time tracking

Additional high-value features contractors want include:

• AI auto-tagging of jobsite photos.
• Client-facing technician tracking bundled automatically into communication tools.
• Smart scheduling that detects date/time conflicts or unrealistic requests.
• Real-time dashboards that combine job costing, overhead recovery, slippage, and technician productivity in one view."

While no platform has fully solved every challenge,contractors are increasingly moving towards ecosystems that emphasize integration, visibility and decision support over isolated point solutions.

For contractors still relying heavily on manual workflows or disconnected systems, the experiences shared here offer a practical takeaway: technology does not have to be all-or-nothing. The most successful firms are not chasing every new app, but deliberately building tech stacks around their biggest operational bottlenecks, then refining and integrating over time.

In an industry defined by tight margins, labor constraints and rising expectations, the right software strategy has become so much more than a tool for productivity: it’s an integral part of business.