Finding balance and success in a tech-driven era

By Emma Peterson. 

Karen Edwards shares her insights on AI and other new technologies that are changing the roofing industry. 

Recently, Karen Edwards represented The Coffee Shops™ at Pantheon 2025. Pantheon 2025 is ServiceTitan’s annual conference that brings their customer base together for a “two-day celebration of the trades grounded in learning, networking, inspiration and motivation.” While there, Karen was interviewed by Jackie Aubel for an episode of ServiceTitan’s podcast series, “Toolbox for the Trades.”  

In the episode, Karen talked about her journey from starting as a copy writer to becoming COO of The Coffee Shops and a director at the Roofing Technology Think Tank (RT3). Specifically, she shared valuable insights about the roofing industry that she has gained from her decades of professional experience. One of the biggest things she touched on in the conversation was technology and how the roofing industry is adapting to recent advancements.  

When it comes to technology in the roofing industry, contractors often fall into one of two camps – refusing to touch it or diving in head first. From what Karen has seen over the years, it’s the professionals that find a happy medium between these two belief systems that are the most successful, finding the best technologies to invest in for their needs. She explained, “There’s a common misunderstanding that I see where contractors decide they’re going to use one platform for everything. And I don't think there is one solution that does everything.”  

But that’s not to say that technology does not have a place in the roofing industry. Karen emphasized the importance of growing with technology, rather than letting technological advancements pass you by. She explained, “Change management, implementing new technologies and new solutions, is key to success in a competitive industry like roofing.” The keynote at Pantheon 2025 was a testament to how integrating technology is key to keeping up in an evolving and competitive market, as Karen highlighted.  

Karen also gave an example of how a business might adapt to technology like AI, revolutionizing their success rate. She shared, “This Florida company used AI to get a job. From the homeowner calling the company to finding the dispatcher that was available, offering an appointment time, sending the technician to the location, diagnosing the problem and fixing it, AI was assisting them. In terms of project management, no one had to really touch it until they went to the house. So that's a game changer.” 

Karen’s advice for making sure that you are not falling into the one platform pitfall but staying relevant? Find partners that can help you build a tech stack that works best for your company. She explained, “AI and new tech don’t have to be overwhelming. Contractors don't have to figure it all out on their own because there are partners and companies that can help. I always say if you're a contractor, you know roofs, you know how to install them and how they work. But you probably don't do your own taxes, right? Because you're not an accountant. Same goes for tech.”  

At the end of the day, technology is always evolving and changing. It can be overwhelming and difficult to parse out which software and programs will help your company grow, but you don’t have to figure it out alone. Pantheon 2025 is the perfect example of that. Karen shared, “By coming to events like this and talking to people and asking, ‘Hey, what are you doing? What did you use? What worked for you that you don't have to figure it out on your own?’ You find people that can help you. All you have to do is ask.” 

Listen to the whole episode to hear more of Karen’s insights on tech, AI and the roofing industry!