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How To Use ServiceTitan: 3 Important Things to Remember

how-to-use-service-titan-crm

As an HVAC or plumbing business owner, keeping up with the demands of your company can be overwhelming. From managing day-to-day operations to ensuring customer satisfaction, there can often be many tasks requiring your attention. 

Many businesses make use of ServiceTitan, as it can help simplify processes, from scheduling and dispatching to invoicing and employee management.

However, as with any platform, it can take some time to fully understand its capabilities and get the most out of it. That’s why we’ve put together this blog post for you on how to use ServiceTitan.

What ServiceTitan does

ServiceTitan is a cloud-based platform used by HVAC, plumbing, and electrical professionals (as well as other skilled trades) to improve core operations, including customer relationship management (CRM), scheduling, marketing, and reporting.

Its purpose is to cut costs, provide a better customer experience, and streamline processes. It does this through automation for tasks that are traditionally done manually, such as booking jobs, dispatching technicians, and invoicing customers. This frees up time for business owners to focus on other important areas of their business.

Businesses also use ServiceTitan to centralize their workflow. The platform allows them to efficiently manage projects, workers, customers, and payments while tracking overall performance, all from one location.

How does ServiceTitan work?

Wondering how to use ServiceTitan? Here’s a rundown of the various ways in which it’s used.

Receiving calls and booking appointments

ServiceTitan enhances the efficiency of handling customer calls and booking appointments with its call center features. Upon a customer call, their details pop up for easy access by customer service representatives (CSRs), thanks to an auto-fill function that pre-populates contact and address information. This streamlines the process and improves accuracy.

Dispatchers can access call notes and listen to recordings for better service planning, and once an appointment is set, customers receive a message with their technician’s photo and bio, building trust. Additionally, real-time tracking of the technician’s arrival further improves the customer experience.

Customer and appointment management

The dashboard’s “Call” section lets technicians view booked calls and search for customers by various identifiers, while also providing access to comprehensive customer service history for a personalized service experience. Technicians can view recurring services, equipment details, and media from past calls, aiding in sustained customer relationships. 

The “Schedule” section displays a calendar of appointments with different viewing options, making it easy to organize and anticipate upcoming jobs.

Sales and marketing

Revisiting unsold estimates

ServiceTitan enhances the sales process by enabling technicians to access previously unsold estimates directly from the platform. This feature provides a significant advantage during follow-up visits or communications with customers.

By reviewing the details of unsold estimates, technicians have the opportunity to remind customers of the equipment or services they considered in the past but did not purchase. This strategic reminder can often prompt customers to reconsider their previous decisions, especially when they are faced with ongoing or unresolved issues that the recommended services or equipment could address.

Monitoring of marketing campaigns

From the dashboard, you can view marketing scoreboards, which see campaigns ranked by number of leads, appointments, sales, and revenue.

This feature is invaluable for fine-tuning your marketing strategy. It allows you to identify at a glance which marketing efforts are paying off. This data-driven approach empowers you to allocate resources more effectively, focusing on high-performing campaigns and reducing or eliminating spend on those that fail to deliver significant results.

Employee management

The dashboard acts as a central hub for managing appointments, overseeing customer interactions, and monitoring team performance in ServiceTitan.

It offers team scorecards that display each technician’s and CSR’s contributions, including revenue and memberships sold for technicians, and calls answered, leads generated, and appointments booked for CSRs. This data helps managers identify top performers and tailor training or rewards, while also enhancing customer engagement and satisfaction.

Additionally, ServiceTitan’s dispatch board includes a real-time map view of technician locations, improving the efficiency of field technician deployment.

Business management

Real-time updates on business metrics

From the dashboard, you can view analytics of revenue earned and, equally important, revenue missed. This immediate access to critical data allows for quick adjustments and strategic decision-making to capitalize on opportunities or mitigate losses.

The platform offers insightful revenue trends, broken down by month and week, providing a clear overview of the business’ financial health and trajectory. This capability enables owners and managers to identify patterns, predict future performance, and plan accordingly.

Each metric presented is interactive, allowing users to click on specific data points for a deeper understanding of the underlying factors. Whether it’s drilling down into the specifics of revenue streams or analyzing the reasons behind lost sales, these actionable insights facilitate informed decisions that drive business growth and operational excellence.

Unique reports

ServiceTitan’s reporting module allows you to view detailed insights across every aspect of your business operations.

Each report provides an understanding of your business dynamics, including:

  • Technicians’ performance
  • Job statuses
  • Departmental analytics
  • Accounting
  • Job costing
  • Payroll details
  • Sales and revenue
  • Marketing effectiveness
  • Lead-generation metrics
  • Membership tracking
  • Customer interactions
  • Call volumes
  • Estimate conversions
  • Timesheets
  • Overall employee productivity

You can schedule and email these reports to selected recipients, ensuring the right members of your team receive valuable insights directly to their inbox.

3 things to remember when using ServiceTitan

Now that you know what ServiceTitan is used for, here are a few things to keep in mind to get the most out of this platform.

  1. Make use of ServiceTitan’s many integrations

ServiceTitan’s suite of integrations enhances its functionality and convenience significantly. By connecting with a variety of other tools and platforms, businesses can streamline their workflows, reduce manual data entry, and ensure that their operations run more smoothly.

For example, businesses can integrate ServiceTitan with existing software solutions like QuickBooks, Reviewbuzz, and Nexstar to elevate operational efficiency. By integrating these platforms, you ensure data integrity is maintained across systems, enabling real-time access to campaigns and reporting.

  1. Install the ServiceTitan app

To get the most use out of ServiceTitan, it’s important to install the app on your team’s mobile devices.

With this, technicians can log in to the software through their smartphones or tablets and have access to all features while on the go. This capability makes it easier for technicians on the field to access crucial information, including recurring services, existing equipment, notes from previous service calls, and so on.

The mobile app also allows access to forms that customers can sign for warranties, inspections, legal sign-offs, and surveys. This helps businesses go paperless. Photos, videos, and voice notes can be added to forms.

Within the app, technicians can also build estimates for customers to look over and select.

Overall, the app significantly increases convenience and efficiency while enhancing customer service.

  1. Use ServiceTitan’s support systems

When ServiceTitan customer support isn’t available, users can make use of the platform’s Knowledge Base and Academy, which provides free enrollment to courses teaching businesses how to use ServiceTitan and how to perform troubleshooting for problem solving.

There’s also a ServiceTitan support community, where users can connect with other businesses, engage in sharing tips and tricks, and get their questions answered by experts.

Need help reclassifying ServiceTitan data? Build Media Group can help

While ServiceTitan is utilized by many businesses to improve operations, data management is still a critical aspect of its effectiveness.

At Build Media Group, we understand the importance of data accuracy, which is why we offer services in reclassification to help businesses get the most out of their data. Our team will clean, organize, and reclassify your data to ensure it provides the insights needed to make informed decisions.

With our assistance, you can fully leverage ServiceTitan’s capabilities and maximize its impact on your business operations.

Contact us today for more information!