9 Tips to Get the Most Out of ServiceTitan

Are you using ServiceTitan? If so, you’re not alone. It’s one of the hottest field service management (FSM) platforms out there.

• Sales, marketing, and service features
• Integrations that enhance value
• How to convert more of your contacts

Table of contents

1. Integrate and enhance value
2. Streamline dispatching
3. Take advantage of ServiceTitan's lead generation features
4. Improve the call booking process with ServiceTitan's phone integration
5. Provide your techs with additional support via the ServiceTitan mobile app
6. Create polished estimates on the go
7. Decrease friction around payments
8. Develop a comprehensive picture of your finances
9. Communicate with context

9 ServiceTitan tips for home service businesses

Here are our top tips for HVAC businesses that want to get the most out of their ServiceTitan subscription. Note that if you’re new to the platform or considering whether to use it, you can always check out our Complete Guide to ServiceTitan.

1. Integrate and enhance value

ServiceTitan integrates with a wide array of applications to help you extract even more value out of the platform—Hatch being one of them! When you integrate ServiceTitan with Hatch, you combine conversational AI with powerful audience targeting to create an unparalleled customer experience—in a lot less time.

• Lead outreach
• Estimate follow-up
• Cold or dead lead outreach
• Customer engagement
• Recurring service and membership communication

Find Hatch in the ServiceTitan Marketplace to learn more.

2. Streamline dispatching

Finding efficiencies in your dispatching processes can help your techs serve more clients in the same amount of time and grow your revenue. ServiceTitan’s various dispatching features allow you to match the right tech with the right job and make quick adjustments when urgent requests come in.

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Its time-saving dispatching tools include:

• Skills scheduling: It will only let your team book HVAC techs with the correct skill set for a given job.
• Drag-and-drop functionality: Easily change the schedule with a few clicks. Adjust the time of the service call or reassign a job to another tech in seconds.
• Real-time GPS tracking: When a customer calls for an update on arrival time, your reps have that information at their fingertips.
• Capacity planning: Set parameters within the system to block scheduling errors. The system will automatically prevent your reps from booking any service that deviates from your rules surrounding tech capacity, skills, and seasonality.

3. Take advantage of ServiceTitan’s lead generation features

When it comes to generating leads, ServiceTitan’s marketing tools can help. You can track your ROI and make adjustments to maximize your online ads with these features:

• Trackable phone numbers: Create a new number for each ad you run. When a call comes into a given number, you can easily attribute it directly to the related ad.
• Advertising heat map: Review the neighborhoods where your ads are generating the greatest revenues.
• Marketing Scorecard: See your campaigns ranked by revenue and the job type each ad generates.

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As a side note, we have a post on the average costs of Google Ads for home services verticals to help you gauge your performance.

4. Improve the call booking process with ServiceTitan’s phone integration

Your customer service reps may not have firsthand experience in the field, but they need to sound like knowledgeable pros on the phone from the start.

ServiceTitan’s phone integration can help even your newest reps hit all the right marks on each incoming call.

• Customer information for incoming calls: When the phone rings, ServiceTitan automatically pulls all the customer information (including property details) for that number.
• Customizable CSR dropdown menus: Build out dropdown menus for various job details so your team can collect all necessary information.
• Call recording: Automatically record all service calls to improve your team training or address concerns from a specific interaction.

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5. Provide your techs with additional support via the ServiceTitan mobile app

You never want your technicians to walk into a service call blind. With ServiceTitan Mobile, your technicians have all the information they need at their fingertips.

The mobile app for tablets ensures each tech can easily do everything they need in the field. Whether that’s preparing for a service call, creating an estimate, or gathering payment, ServiceTitan Mobile can help.

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• Customer information for each appointment: Provide your techs with the customer's name, address, property details, notes from your team, outstanding invoices, and past work history, if applicable.
• Form upload: Create a form library for your techs so they can gather customer signatures from their tablets.
• Estimate builder: Push pricing updates through to all techs so they can build accurate estimates on the fly. This is a critical feature, so we’ll go into more detail on the estimate builder in the next section.
• Payment collection: Technicians can capture check images or swipe cards to collect payment via the app.

6. Create polished estimates on the go

Estimating an HVAC job isn’t always straightforward. You want to create a fast, accurate quote that considers your costs for time and materials while maximizing your profit margins.

The cloud-based estimate tool from ServiceTitan empowers your team to do just that—whether in the office or out on site. Ensure your team is leveraging these estimate features:

• Synced pricebook and tiered estimate builder: Push out the latest pricing information via mobile app so everyone is always up to date. The tiered estimate builder allows your techs to quickly present several options to customers.

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• Proposal builder: This feature gives your team a template to create a professional proposal with photos and details specific to each job.
• Easy follow-up tools:  Staying on top of estimates while managing new leads and existing customers is impossible to do manually. But estimate follow-up is crucial! In fact, 80% of sales require 5-12 touches. ServiceTitan has built-in features as well as integrations that make this easy. For example, when you integrate with Hatch, you can create automated follow-up campaigns that will continue reaching out until you get a response. So instead of just reaching out once or twice, your prospects will get personalized, properly paced messages over multiple channels, and over the course of several days, which are proven to increase response and close rates.

Learn more about automating your estimate follow-up with this Hatch + ServiceTitan success story.

7. Decrease friction around payments

The faster you get paid, the easier it is to manage your finances and grow your business. To speed up payments in today’s day and age, you want to provide your customers with options.

ServiceTitan allows you to collect payments in the field or online in various forms. Your customers can pay you via:

• Check
• Credit card (with photo card capture or card reader)
• Cash
• Secure, personalized online payment portal

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Payments hit your account quickly—ServiceTitan promises next-day deposits for checks and card payments, and online payments clearing two to three times faster. The tool even manages reconciliation, so you always have accurate financial data for your accounting.

8. Develop a comprehensive picture of your finances

ServiceTitan’s accounting software is designed to help field service businesses, including HVAC companies, keep a better eye on their financials, accelerate invoice payments, and manage vendor relationships.

The platform helps you accept and send payments, automatically manages reconciliation, and can even integrate with bookkeeping software, including:

• Quickbooks
• Intacct
• Viewpoint Vista

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Its in-depth, visual reporting helps you to quickly grasp your financial situation, spot outstanding invoices, and keep track of bank deposits.

For more tips and features like this, download our free guide: 6 ServiceTitan Features to Better Manage Your Cash Flow

9. Communicate with context

ServiceTitan’s CRM gives you a wealth of information about your contacts—who they are, where they are in the customer journey, and how they’ve engaged with your business thus far. But as with any CRM, it’s up to you to be able to take action on that information.

When you integrate ServiceTitan with a communication tool like Hatch, you can segment your contacts and send tailored messages that resonate with them. For example, you can:

• Follow up on a project that was quoted a month ago
• Check in with a lead who hasn’t yet scheduled an appointment
• Remind a membership customer that their recurring service is coming up
• Provide customers with job updates, technician info, and more.

The key here is sending personalized communications throughout the entire customer journey. ServiceTitan gives you the data to do that, and a good communication platform will make it easy for you to access that data and automate meaningful communication at scale.

Get even more out of ServiceTitan with Hatch

ServiceTitan is designed to help home service companies like yours find efficiencies across all areas of their business. And when you integrate Hatch, you can take your customer satisfaction, operational efficiency, and revenue growth to the next level. To learn more, you can find Hatch in the ServiceTitan Marketplace or book a demo with us here.