Customer Spotlight: Shawn Tackett, Director of Houston Field Services, Relevant Solutions
Everyone’s talking about AI. But there’s a big difference between talking about it and actually putting it to work in the field. Shawn Tackett, Director of Houston Field Services at Relevant Solutions, is doing the latter.
Shawn joined us recently for a candid conversation about Relevant Solution’s journey with Service Pro AI, what they’ve learned along the way, and why they believe the investment is going to pay off. The full recording is available below, but if you want the highlights first, keep reading.
Who Is Relevant Solutions?
Relevant Solutions is a nationwide distribution and service company with a heavy focus on the industrial compressed air market. Their technicians service everything from small equipment at local supply stores all the way up to 10,000-horsepower compressor stations. It’s complex, high-stakes work, and the team has grown fast. Over the last five years, the company has experienced over 800% growth.
That kind of growth is exciting. It’s also a real operational challenge. How do you scale a service organization that fast without losing quality, consistency, or the institutional knowledge your best technicians have spent decades building? That’s the problem Shawn was hired to solve. And it’s exactly why he started taking a hard look at AI.
Why the Relevant Team Is Excited About Service Pro AI
Relevant Solutions didn’t come to Service Pro AI without doing their homework. Like most companies today, they’d already been exploring what AI could do at a corporate level, including tools like Microsoft Copilot. But early on, two concerns kept coming up: data security and practical value.
“We don’t want our information out there for public consumption. We wanted to ensure we’re not educating our competitors, but utilizing our own knowledge.”
— Shawn Tackett, Director of Houston Field Services, Relevant Solutions
That concern is one we hear constantly from field service organizations. General-purpose AI tools pull from the open internet. You don’t control what data they use or who benefits from what they learn. That’s not just a privacy issue. In a competitive industry, it’s a business risk.
Service Pro AI is a closed, enterprise system. Your data stays yours. Service Pro AI only pulls from what you’ve uploaded and configured: your equipment manuals, your service history, your SOPs, your knowledge articles. No random internet results. No answers grounded in a competitor’s data. Just trusted information built from your own operations.
That distinction was a deciding factor for Shawn’s team.
What Relevant Solutions is Actually Using Service Pro AI For Today
Relevant Solutions is currently using Service Pro AI to generate professional appointment summaries. Field technicians aren’t always known for their paperwork, and Shawn described it diplomatically: not every technician is great with words, and voice-to-text can produce some “colorful” results when techs aren’t paying close attention. Service Pro AI takes what the technician captured during the job and turns it into a clean, professional summary automatically.
The results have been noticeable. One of Shawn’s technicians, Tony Dulin, put it this way:
“As soon as I made the first summary with Service Pro AI and saw how it formatted and how professional it looked, I really liked it. I was very impressed with that.”
— Tony Dulin, Technician at Relevant Solutions
The goal is to give every technician on their team access to the same depth of knowledge that only their most experienced people currently carry in their heads.
The Real ROI: Long-Term Investment, Not a Quick Fix
Shawn is refreshingly honest about what it takes to get value out of AI. It isn’t instant. There’s real work involved in building out the knowledge base, learning how to interact with the tool effectively, and getting your team genuinely engaged.
“The work we’re putting in now is going to benefit us later.”
— Shawn Tackett, Director of Houston Field Services, Relevant Solutions
That framing matters. The ROI of Service Pro AI isn’t just about what it saves you on day one. It’s about what it enables as your knowledge base grows and your technicians get more comfortable using it. Faster troubleshooting. Fewer repeat truck rolls. Cleaner documentation flowing back into Service Pro for faster invoicing. And a team that can scale without losing quality as it grows.
For a company that’s grown 800% in five years, that last point isn’t a nice-to-have. It’s the whole strategy.
What Good AI Adoption Actually Looks Like
One of the most valuable things Shawn shared was what made the difference in getting his technicians actually engaged with the tool, not just handed it and told to figure it out.
“We’re essentially trying to train up an agent like building a new technician or developing a new employee as a subject matter expert.”
— Shawn Tackett, Director of Houston Field Services, Relevant Solutions
That framing shaped how Relevant Solutions approached it internally. The team understood they were building something, not just turning something on. And MSI Data’s Forward Deployed Engineers played a significant role in that process. Rather than a standard software handoff, the FDE team worked closely with Shawn’s group week over week, tracking usage, asking follow-up questions between calls, and actively shaping the implementation based on real feedback.
Shawn also credited the onboarding materials MSI Data provided, specifically the welcome videos and technician-facing overview, for giving his team a clear sense of purpose from day one. The technicians understood what they were being asked to do and why. That made all the difference in building early momentum.
What’s Next on Relevant Solutions’ AI Roadmap
Shawn didn’t stop at what they’re doing today. He shared several specific capabilities he wants to see built into Service Pro AI as the product evolves.
At the top of his list: the ability for technicians to access and interact with historical service data directly in the field. Being able to ask the AI what’s been going on with a piece of equipment over the last six months, pull inspection data, or review technician notes by asset or customer, all from a mobile device on site.
He’s also excited about the future of automated service reporting and inspection completion. His vision: a technician talks through a job as they work, the AI captures and organizes everything, and the completed documentation is generated automatically before they ever get back to the truck.
Both of these capabilities are actively on the Service Pro AI roadmap, shaped in part by feedback from customers like Shawn.
Hear the Full Conversation
Shawn’s story is one we think every field service leader should hear. It’s honest, practical, and grounded in real operational experience. There’s no hype here, just a straightforward account of what it actually takes to build AI into your service operation and why it’s worth doing.
Access the full customer spotlight recording by filling out the form here.
Ready to see what Service Pro AI could look like for your team? Join the Service Pro AI Trial or use our ROI Calculator to see what the numbers could look like for your organization.
Frequently Asked Questions
What is Service Pro AI and how does it differ from tools like ChatGPT?
Service Pro AI is a closed, enterprise AI system built specifically for field service organizations. Unlike general-purpose tools that pull from the open internet, Service Pro AI only uses data you control, including your equipment manuals, service history, and knowledge articles. That means your technicians get accurate, trusted answers grounded in your own operations, not a guess from somewhere online.
How long does it take to get value out of Service Pro AI?
You can start using features like appointment summary generation on day one without any database setup. Building out a full knowledge base takes more time, but the approach is incremental. Relevant Solutions started with a focused set of manuals for equipment their techs were actively working on and expanded from there. Our Forward Deployed Engineers guide you through the process every step of the way.
Is my data secure with Service Pro AI?
Yes. Service Pro AI is a closed system. Your data isn’t shared publicly, isn’t used to train models for other companies, and isn’t accessible outside your organization. For companies like Relevant Solutions, where proprietary knowledge and competitive advantage matter, this was a non-negotiable requirement.
What kind of ROI can I expect?
ROI shows up in several areas: fewer repeat truck rolls, faster troubleshooting, reduced time spent on documentation, faster invoicing, and stronger performance from newer technicians. Service Pro AI customers can save $300+ per job on troubleshooting time and up to 50% of the time spent creating work summaries. Use our ROI Calculator to run your own numbers.
What does the Service Pro AI trial involve?
The trial is a high-touch engagement, not a standard software rollout. MSI Data’s Forward Deployed Engineers work directly with your team throughout the process to drive adoption and make sure your technicians are seeing real value, not just logging in once and walking away.
Can Service Pro AI help with inspections and compliance documentation?
AI-driven inspection completion is on the Service Pro AI roadmap, shaped directly by customer feedback. The goal is for technicians to talk through an inspection hands-free, with the AI capturing responses and generating a completed, formatted report that can be delivered to the customer automatically.