When Tonya Brooks stepped into her role at Flow Service Partners—a private equity-backed platform scaling commercial HVAC and plumbing businesses—she wasn’t just focused on numbers. She was determined to turn fragmented operations into a data-driven, scalable machine.
Brooks brings a deep financial background to her role, with an MBA in Finance and International Business and past experience as Chief Business Officer at the University of Delaware’s College of Health and Sciences.
Brooks entered the trades world over 10 years ago and what she finds in many mid-sized commercial service businesses is inconsistent processes, limited visibility into job performance, and a lack of real-time data.
“With each acquisition, we inherit different tools, workflows, and cultures,” Brooks said. “To scale, we couldn’t impose uniformity, but we needed consistent visibility.”
She focused on individualized optimization—tailoring workflows per entity while pushing for shared metrics and cross-company alignment. The transformation began with ServiceTitan.
Building an operating system
As COO, Brooks didn’t see ServiceTitan as a silver bullet, but as a flexible framework. Her team implemented it methodically across multiple regions. Every technician, every job, every hour is now tracked, analyzed, and compared.
“It let us speak a common language,” she said. “If I talk to the operator at one of our regional offices, we’re looking at the same KPIs, and we can solve problems before they grow.”
She highlighted a few strategic wins:
• Job Costing and Utilization: Real-time data enabled smarter pricing and scheduling.
• Enterprise Hub: Allowed central oversight while preserving local independence.
• Fleet Pro: Gave control over hundreds of vehicles—with location, usage, and cost data at her fingertips.
Advanced Customer Records: Detailed job histories, equipment records, and technician notes that support proactive service and a personalized customer experience.
The Results: Measurable and Immediate
With ServiceTitan rollout:
• Several offices saw dramatic increases in revenue and profitability.
• Invoice payment cycles shortened significantly.
• Retention improved substantially, with year-over-year momentum.
Even more critical? Profitability. By embedding pricebooks and work history into every transaction, Flow ensured that pricing decisions were grounded in actual margin performance—not guesswork.
Scaling Without Losing the Local Touch
Despite its size, Flow prides itself on retaining the “hometown” customer experience. Brooks credits ServiceTitan’s technician inputs, job photos, and detailed notes for making that possible.
“You can pick up the phone and have the information necessary to service your customer efficiently and accurately. That’s how you build trust at scale.”
What’s Next: From Software to Strategy
As Flow continues to grow, Brooks is focused on deeper KPI integration, automation, and predictive insights.
“For operators serious about growth,” she said, “you need tools that scale with you. ServiceTitan gives us real-time visibility and operational consistency across entities—and we’re just scratching the surface of its potential.”
Bottom line: ServiceTitan isn’t just a software vendor for Flow Services. It’s the connective tissue enabling decentralized businesses to operate as a high-performing, unified platform.
