ServiceTitan Adaptive Capacity

Project Timeline: December 2025

PCG optimized Adaptive Capacity to eliminate overbooking, improve visibility, and create a reliable scheduling foundation, positioning the client to confidently scale automation and adopt Broccoli AI.

Client Challenges

The client struggled with inconsistent capacity visibility and frequent overbooking across multiple teams. Jobs impacted capacity without clear ownership, and dispatching rules failed to route work correctly. This created confusion, reduced trust in scheduling, and prevented the client from confidently scaling automation or preparing for Broccoli AI.

PCG Solutions

PCG conducted a targeted audit of Adaptive Capacity, job types, skills, and business unit rules to identify misalignments. We corrected routing logic, cleaned up unassigned and on-hold jobs, and ensured all job types had proper skill mapping. These changes created a reliable capacity model and restored accurate, predictable scheduling across teams.

Our Approach

Comprehensive Capacity Audit

We performed a deep analysis of how capacity was being calculated across teams, identifying gaps in job types, skills, and business unit configurations. This allowed us to uncover hidden issues that were inflating capacity and causing scheduling inconsistencies.

Workflow Alignment and Cleanup

By addressing outdated jobs, correcting skill assignments, and refining routing rules, we ensured that work was assigned to the right teams with clear ownership. This alignment eliminated confusion and created a more predictable scheduling environment.

Future-Ready System Configuration

Our updates were designed not just to fix current issues, but to support long-term scalability. With a clean and accurate capacity model in place, the client is now positioned to confidently implement automation tools like Broccoli AI.

Conclusion

This project highlights PCG’s ability to bring clarity and control to complex scheduling environments. By combining technical expertise with structured process improvements, we transformed an unreliable capacity model into a trusted operational tool.

With improved visibility, accurate routing, and predictable scheduling, the client can now scale their operations with confidence. PCG didn’t just fix capacity – we built a foundation for smarter automation, stronger team alignment, and future growth.