How to Improve Your ServiceTitan Score?? A Strategy Guide for Service Professionals, Franchise Owners, and Small Business Owners

ServiceTitan is a powerful tool for managing service businesses, but maximizing its benefits requires a strategic approach. Your ServiceTitan Score reflects your business's efficiency, customer service quality, and overall performance. Here’s how to improve it.

1. Understand Your ServiceTitan Score

What It Measures

• Booking rate
• Job completion
• Revenue per job
• Response times
• Customer satisfaction

Why It Matters

A higher score enhances visibility, builds customer trust, and improves operational efficiency, leading to increased revenue and business growth.

2. Optimize Job Booking Efficiency

Key Strategies

• Use Call Tracking & Recording to identify missed opportunities and improve booking scripts.
• Train CSRs with high-converting scripts to reduce call handling times while maintaining engagement.
• Enable Online Booking to provide customers with a seamless scheduling experience.

Pro Tips????High-Converting Booking Script Example

• Greeting: "Thank you for calling [Company Name]. How can we make your day better?"
• Problem Identification: "I understand that [customer issue]. Have you noticed any other issues?"
• Urgency Creation: "We want to take care of this for you ASAP before it gets worse. I have an opening at [time]. Would that work?"
• Closing: "Great! I’ve got you scheduled. You’ll receive a confirmation via text/email shortly."

3. Enhance Technician Performance

Key Strategies

• Standardize Job Workflows to ensure consistency.
• Upsell & Cross-Sell Training to help technicians educate customers about additional services.
• Monitor Response Times to reduce job dispatch delays using real-time tracking.
• Encourage Customer Reviews with automated requests post-service.

Pro Tips????Optimized Technician Job Workflow Example

1. Confirms job details before arrival.
2. Conducts a pre-service walk-through with the customer.
3. Uses a checklist to complete all tasks.
4. Shows completed work and addresses concerns.
5. Offers relevant service upgrades or maintenance plans.
6. Requests a review and schedules future maintenance.

Automated Review Request Tools

• Podium, NiceJob, ServiceTitan’s review automation to collect reviews instantly.
• Set up automated review requests via text/email as soon as a job is marked complete.

4. Maximize Revenue Per Job

Key Strategies

• Optimize Pricing Strategies using demand-based pricing.
• Implement Financing Options to increase high-ticket sales.
• Use Smart Estimates to present well-structured estimates.
• Follow Up on Unconverted Estimates with automated sequences.

Pro Tips????Automated Follow-Up Sequence Example

• AI Tools: Hatch, ServiceTitan Marketing Pro, HighLevel.

??Instructions??

Step 1: Define Your Follow-Up Strategy

Before setting up automation, clarify:

• Who needs follow-ups? (e.g., unsold estimates, completed jobs, recurring services)
• Timing and frequency (e.g., 24 hours, 3 days, 1 week post-interaction)
• Preferred communication methods (e.g., email, SMS, phone call)

Step 2: Accessing Follow-Up Settings in ServiceTitan

1. Log in to your ServiceTitan account.
2. Click on “Settings” in the top-right corner.
3. Navigate to “Follow-Ups” under the Marketing or Communications tab.

Step 3: Creating a Follow-Up Campaign

1. Click “Create New Follow-Up”.
2. Choose a Trigger Type (e.g., unsold estimates, job completion, maintenance reminders).
3. Select the Time Delay for when the follow-up should be triggered (e.g., 24 hours after an unsold estimate).
4. Define the Audience (e.g., customers with high-value estimates, past-due maintenance clients).
5. Assign a Follow-Up Method (e.g., email, SMS, or call tasks for CSR).

Step 4: Automating Email & SMS Follow-Ups

• For Emails: Select Email Template or create a custom email.

Use dynamic fields such as {Customer Name} and {Estimate Amount} for personalization.

Set the Send Time (e.g., next business day at 10 AM). Enable Auto-Send to automate emails without manual intervention.

• For SMS: Choose the SMS Template or create a new one.

Keep it concise (e.g., “Hi {Customer Name}, we noticed you haven’t approved your estimate for {Job Type}. Let us know if you have questions! [Insert Link]”).

Enable Auto-Send or notify a CSR to send manually.

Step 5: Automating Call Follow-Ups

1. Assign CSR or Sales Rep Tasks to make follow-up calls.
2. Set task reminders in the dashboard.
3. Use call scripts for consistent messaging.
4. Enable Call Tracking & Recording for quality assurance.

Step 6: Setting Up Conditional Logic (Advanced)

• Use Workflows to create multi-step follow-ups (e.g., if an email is unopened, trigger an SMS).
• Add Status Filters (e.g., if an estimate is approved, cancel further follow-ups).

Step 7: Testing & Activating the Automation

1. Test the sequence by assigning a test customer.
2. Review notifications and automation logs.
3. Adjust settings based on customer responses.
4. Activate the campaign when ready.

Step 8: Monitoring & Optimizing Follow-Up Performance

• Use ServiceTitan Reports to track email open rates, SMS responses, and sales conversions.
• Adjust frequency or messaging based on performance data.
• A/B test different follow-up strategies to improve engagement.

5. Improve Customer Satisfaction & Retention

Key Strategies

• Automate Follow-Ups with personalized thank-you messages and service reminders.
• Offer Membership Plans for recurring revenue.
• Minimize No-Shows & Cancellations with SMS & email reminders.
• Address Complaints Proactively using rapid response procedures.

Pro Tips????AI Tools for Customer Engagement

• Automated Follow-Ups?? HubSpot, ActiveCampaign, ServiceTitan Marketing Pro.
• Membership Plan Management?? Housecall Pro, ServiceTitan Memberships.
• No-Show Reduction?? Twilio for SMS reminders, MailChimp for email alerts.
• Complaint Handling Automation?? Zendesk, Freshdesk for customer support automation.

6. Leverage Data & Reporting

Key Strategies

• Monitor KPIs such as booking rate, job completion, and average ticket value.
• Conduct Monthly Performance Reviews to refine strategies.
• Benchmark Against Competitors using industry standards.

Pro Tips???? AI Tools for Advanced Reporting

• Google Data Studio + ServiceTitan API for custom dashboards.
• Tableau for deep analytics.
• ServiceTitan Insights for real-time KPI tracking.

Performance Review Checklist

• Review top-performing and lowest-performing technicians.
• Identify job types with the highest and lowest revenue.
• Adjust technician training based on data insights.
• Optimize service pricing based on conversion rates.

7. Automate & Streamline Operations

Key Strategies

• Use Smart Dispatching to assign the right technician efficiently.
• Automate Invoice & Payment Processes to reduce errors.
• Integrate with Marketing Tools for better lead tracking.

Pro Tips????AI Tools for Automation

• Smart Dispatching: ServiceTitan Dispatch Pro, OptimoRoute.
• Automated Invoicing: QuickBooks integration, ServiceTitan Payments.
• Marketing Integration: Zapier to connect ServiceTitan with Google Ads & Mailchimp.

Example of an Automated Workflow??

1. A job is booked via online booking.
2. An automated SMS reminder is sent 24 hours before service.
3. The technician receives an AI-optimized route and job details.
4. A post-job survey is automatically triggered after service completion.
5. The system follows up on any pending estimates after 3 days.

8. Staff Training & Continuous Improvement

??Key Strategies??

• Conduct Regular Training Sessions for CSRs and technicians.
• Use Mystery Shopper Calls to test and improve customer interactions.
• Incentivize High Performers to encourage excellence.

Pro Tips????AI Tools for Training & Development:

• Lessonly or Trainual for structured training programs.
• Gong.io for analyzing customer interactions and call performance.
• AI-based chatbot trainers like ChatGPT for simulating customer scenarios.

Example of a Mystery Shopper Call Process??

1. Set up a fake service call with an external evaluator.
2. Score CSRs based on a rubric (friendliness, problem-solving, closing rate).
3. Provide feedback and retrain based on results.

??Performance-Based Incentives??

• Bonuses for top booking rates.
• Recognition programs for highest customer satisfaction scores.

Continuous Optimization???

Improving your ServiceTitan Score requires continuous optimization of customer service, technician efficiency, revenue generation, and automation. By implementing these strategies and leveraging AI tools, service professionals, franchise owners, and small business owners can boost operational efficiency, increase revenue, and enhance customer satisfaction.

?Curated List of Resources?

1. ServiceTitan's Official YouTube Channel

ServiceTitan's official YouTube channel offers a comprehensive collection of tutorials, feature overviews, and customer success stories. Regularly updated, this channel serves as a valuable resource for both new and experienced users.

2. "Toolbox for the Trades" Podcast Series

This podcast series delves into best practices, industry insights, and success stories from professionals in the trades. Notable episodes include:

Building a Robust Training Culture in the Trades

ServiceTitan Insights for CSRs

3. "Mastering ServiceTitan" Podcast Series

Focused on optimizing the use of ServiceTitan, this podcast provides in-depth discussions on various features and functionalities. A recommended episode is:

The Key to Operational Efficiency

4. ServiceTitan Tutorials & How-To's Playlist

For step-by-step guidance on specific features, the "Tutorials & How-To's" playlist is invaluable. It covers topics such as accounting periods, dispatch automation, and form creation.

5. ServiceTitan Customer Resource Hub

Beyond multimedia resources, the Customer Resource Hub is a centralized platform offering access to:

Knowledge Base: Detailed articles on platform functionalities.

Academy: Structured courses for in-depth learning.

TitanExchange: A library of forms, reports, and dashboards shared by the ServiceTitan community.