Need to work faster, smarter, and more efficiently? With ServiceTitan’s core product, you can maximize results and profits.
From job booking to technician performance and customer satisfaction, ServiceTitan automations help you streamline processes and grow your business.
To help break it all down, we asked three senior-level ServiceTitan employees to explain how 15 powerful automations available today in ServiceTitan’s core product can boost your team’s performance and improve your company’s operational effectiveness.
5 automation features to improve customer communication
The first five automation features focus on improving customer communication throughout the job cycle. Each requires minimal effort to implement.
“These are all very low-lift items. These are something you can set up once, and it’s really just set it and forget it,’” says Sena Sadeghi, Senior Manager of Customer Programs at ServiceTitan.
1. Booking confirmation
When a customer books a job with your company, either by phone, chat, or online, the system automatically sends a text or an email letting them know the job is booked.
Enable booking confirmations
Go to the top toolbar and click Settings
In the side panel, click Communications > Customer Notifications
Click Booking Confirmations
The system automatically defaults to sending text messages here, but you can enable emails to be sent as well. You can also review and customize the type of messages customers receive or apply these notifications to specific business units or job types.
2. Reminder notification
The reminder notification automatically sends an email and/or text to the customer about their booked appointment. Companies typically set this up to notify the customer 24 hours in advance of their scheduled job. You can also set this up to allow the customer to respond by text with a “C” to confirm the appointment.
“It's a really nice way to take away a phone call from a dispatcher or CSR, just have the customer automatically confirm that job by replying ‘C’ to that text notification,” Sadeghi says.
Enable appointment reminder notifications
Go to the top toolbar and click Settings
In the side panel, go to Communications > Customer Notifications
Click Reminder Notifications
Here, you can customize the notification message, exclude reminders for specific business units or job types, and adjust arrival windows if necessary.
3. Dispatch notification
When you enable dispatch notifications, customers receive a text or email to let them know a technician has been dispatched and is on the way. Your message can include the tech’s photo, their bio, and arrival tracking to monitor their location in real time.
“If you've ever ordered an Uber or a Lyft, where you can see them coming to your location, we've got that same arrival tracking functionality built into the system with this dispatch notification,” Sadeghi says.
Enable text message notifications
Go to the navigation bar and click Settings
In the side panel, go to Customer Notifications
On the Customer Notifications screen that opens, click Dispatch Notifications
To fully enable, make sure your outbound default SMS number is set up correctly, with a green check mark. If it’s not, you’ll see a red exclamation point directing you to edit the number. Here, you can customize the message notification. Once finished, you toggle on the “Enable dispatch text notifications” button.
To enable dispatch email notifications, follow the same process as above under the email tab. Before enabling arrival tracking, native GPS for each technician device must be set up.
“This is one of the older [ServiceTitan] features that’s been here for a while, but it’s included with core,” Sadeghi says.
4. Arrival notification
Arrival notifications alert customers when a technician arrives at their home or job site by automatically sending an email or text once the technician taps “Arrive” in the ServiceTitan mobile app.
“This can be very useful for things like property managers, or maybe it's a gated community,” Sadeghi says.
Enable text message notifications
Go to the top toolbar and click Settings
In the side panel, go to Communications > Customer Notifications
On the Customer Notifications screen that opens, click Arrival Notifications
This is one of the newer automated features, but it doesn’t allow for exclusions based on business unit or job type (unlike the three previous features mentioned above).
5. Job completion survey
To help you gather valuable customer feedback, this feature automatically sends customers a satisfaction survey as soon as the job is completed. You can enable surveys to be sent by email or text, asking customers to rate the job based on a 1- to 5-star rating.
How to enable job completion survey texts
Go to the top toolbar and click Settings
In the side panel, click Customer Notifications
Customer Notifications opens
Click Job Completion Surveys
Job Completion Surveys open
Click the Text tab to enable surveys by text
To send surveys by email, repeat the same process as above under the emails tab.
Before marking the job as complete, which triggers sending the job completion survey, many companies train their technicians to confirm their customer’s satisfaction by asking, “Are you totally 100% satisfied?” And, if not, “is there some way I could make you 100% satisfied?” This helps avoid any bad reviews before they happen.
5 automation features to boost business revenue
The next five automation features will help you get paid faster, improve your business operations, and ease your accounting workload.
6. Invoice summaries and email generators
When the invoice summary generator is enabled, your technicians can use Titan Intelligence (TI) to automatically generate a clear and detailed invoice summary based on the job summary, completed forms, and invoice items with just one tap on their Field Mobile App.
And when you want to send a short, warm, and appreciative invoice email message to the customer, along with the invoice summary, techs can use TI to craft a professional and polished email to thank them for their business and provide best contact information for future needs.
“Oftentimes, what technicians will do is, they'll add in their notes and it's unpolished, and this makes it all look very clean and professional,” says Joel Pachefsky, Senior Program Facilitator at ServiceTitan.
Note: The Generative Invoice Summary option must be enabled in ServiceTitan to use this feature.
Enhance an invoice summary using TI in the Field Mobile App
Open the job and tap the Invoice tab
Go to the Invoice Summary section and tap Add or Edit
Tap Enhance summary with TI
Ensure there is a prompt in Prompt Instructions
(Optional) Select additional data as details to the TI invoice summary generation, including:
Job Summary: Includes the job summary to the invoice summary
Completed Forms: Includes forms to the invoice summary
Invoice Items & Descriptions: Includes invoice item descriptions
When finished, tap Generate
Review the invoice summary: If you're satisfied with the invoice summary, tap Save Summary
If you need changes, tap Regenerate or tap into the box and manually edit the text
7. Benchmark report
ServiceTitan also uses Titan Intelligence to analyze your data against external data and generate insights for your business. Available to every ServiceTitan customer, the Benchmark Report shows you how you stack up against similar businesses in your region, trade, and company size.
“Now, you can see your previous benchmark reports,” Pachefsky says. “So, it allows you to go back and see how you're tracking year to year, quarter to quarter… Basically, since we started doing this in 2022.”
In addition to consumer trends and economic outlooks, the Benchmark Report also gives your TitanScore for additional visibility on how you’re tracking against other Titans for things like average call booking rates, completed revenue, and more.
In addition, you can use the Benchmark Report to get recommendations on implementing TitanAdvisor features to help drive revenue, such as boosting membership sales, uploading your price book, or organizing your price book for maximum efficiency.
The Benchmark Report comes out every quarter, but every ServiceTitan customer must download their own report.
Access your current Benchmark Report
You can access your current quarterly Benchmark report in TitanAdvisor.
Go to TitanAdvisor in the top toolbar
In the TitanScore section of the main TitanAdvisor overview screen, click View your Benchmark Report - powered by TI
Your Benchmark Report PDF opens in a new tab where you can review and download it.
Your past Benchmark Reports are stored in the Benchmark Report library. You can also access your current Benchmark Report there.
Go to Reports in the main navigation menu
On the Reports screen that opens, click Benchmark Reports
The Benchmark Reports library opens, where you can access all your past Benchmark Reports.
8. Adaptive Capacity Planning
This feature gives you better visibility and more control over your resource allocation. It allows your CSRs to book calls based on specific rules that you set up in ServiceTitan.
In addition to knowing how many techs are available, their skill sets and schedules, and how many jobs are in your queue, Adaptive Capacity allows you to throttle down or throttle up capacity to better prepare for certain events or times of the year.
“You can set up specific hierarchies and how this report actually runs, but you'll be able to see a little bit more about how your capacity is looking every single day,” Pachefsky says. “So, I could say, ‘Hey, I've got 21 out of 25 hours open to complete a residential maintenance call.’ You can do this by the business unit itself.
“So, a lot of really cool things with capacity planning. This is definitely something customers should talk to their CSM about,” he adds.
To get started with Adaptive Capacity, make sure technician profiles and business hours are set up so Adaptive Capacity has a base for calculating capacity. If you want Adaptive Capacity to be more specific, configure additional features such as Arrival Windows, Technician Shifts, and more.
You can ask your CSM for help in setting everything up, or explore these help articles in the ServiceTitan Knowledge Base. And if you decide to add Scheduling Pro to your toolbox, your Adaptive Capacity rules feed right into it and help to automate your online booking process. But remember, you don’t need Scheduling Pro to take advantage of Adaptive Capacity Planning.
9. Auto-batching for accounting
This feature automates the process for batching invoices, payments, vendor bills, and other financial transactions. Essentially, you’re grouping similar items together for a specific period of time, such as all of your invoices for last week.
While you can still review a batch manually, auto-batching streamlines the process with automation to save you time and effort.
“Auto-batching is an accounting feature that basically makes the batching process super easy,” Pachefsky says.
Note: Auto-Batching in ServiceTitan runs for each transaction based on their cadence in Settings > Accounting > Auto-Batching.
In ServiceTitan, you can set your cadence to: daily, per transaction, weekly, monthly, or manually.
When transactions are Auto-Batched, you still need to complete your review process manually.
10. Scheduling reports
You can schedule Simple Reports or Flexible Reports to be sent to anyone on your team, either individually or as a group, to help improve performance, make more informed business decisions, and grow revenue.
An example of a Simple Report might be sending technicians a weekly performance report to monitor progress. A Flexible Report might mean sending field managers a monthly sales report to coordinate and strategize.
Select a report type
Start with selecting the type of report you want to deliver:
Go to the navigation bar and click Reports
In the side panel, click All Reports
Find the report you want to schedule and click the Calendar
You can also schedule a report after you open it
Click More ⠇next to the report name and select Schedule
“Your ServiceTitan account creates a lot of data, so make sure you take action on it,” Pachefsky says. “Give people the information they absolutely need to do their job.”
5 automation features to optimize business operations
The final five core automation features work to streamline your business operations.
11. Default services
Setting up default services means the system automatically adds the information where you want it without manual duplication. It’s commonly used to add dispatch fees or basic services to your invoices, depending on the job type.
You can set up default services for each job type to have them automatically added to the invoice whenever a job is booked.
Add default services to job types
Go to the top toolbar and click Settings
In the side panel, go to Operations > Job Types
Click Edit next to the job type you want to add default service
Click the Default Services tab
Click the Search field to find a service from your price book
Select the service item and click Add
When finished entering default services, click Save
12. Skills
With ServiceTitan, you can customize your own list of specific skills that apply to your business and then assign those skills to relevant job types and technicians. This ensures you send the right tech to the right job every time and provide a higher-quality experience for your customers.
“I build my skills list. Then I can add the skills to job types, and then I can add the skills to our technicians, and that gives us that guardrail on the dispatch board to make sure we're assigning the right tech,” says Tim Sjobeck, Senior Program Facilitator at ServiceTitan.
Adding skills also speeds up training time for your CSRs, since the system already knows which technicians have the skills to perform certain jobs.
Add and edit skills
Before assigning skills to technicians and job types, add the skills specific to your business in Settings.
Go to the navigation bar and click Settings .
In the side panel, click Operations > Skills
If you want to add a new skill, click Add skill
If you want to edit an existing skill, click Edit next to the skill you want to change
Enter a name for the new skill. If you’re editing an existing skill, you can rename the skill.
When you’re finished, click Save
To see how to add skills to job types and technicians, read this help article.
13. Alerts
The Alerts feature allows you to notify anyone in the company by email or text (or both) to let them know when a specific form has been completed. You can set up alerts for many things, including:
Job status changes
Email delivery failures
Calls left abandoned or unbooked
Form completion
Sold estimates
Dispatch board
“From a sales standpoint, we can set those alerts for viewed online estimates or signed online estimates. That keeps the pulse of the company, and I think that's such a value,” Sjobeck says. “No matter where I'm at, to get those alerts makes sense to me as a business owner.”
Auto-tagging from conditional logic forms is one of the new alerts added to ServiceTitan. This feature takes a completed form and automatically tags the job, customer, or location, but also adds some functionality with conditional logic. Essentially, it allows you to set up auto-tagging for specific answers using conditional logic. For instance, if they answer this, then tag it with that.
Create an alert
Go to the top toolbar and click Settings
In the side panel, click Integrations > Alerts
In the Alerts section that opens, click Add to add a new alert
In the Add alert window that opens, enter the alert details:
Type: Select the type of alert.
Delivery Method: Select the channel by which you want to send the alert
Recipients: Enter the name of the users who you want to get the alert
When you’re finished, click Save
14. Dynamic Pricing
Dynamic Pricing allows you to adjust pricing for flat-rate services based on multiple factors, such as after-hours jobs, holiday pricing, add-ons, membership discounts, and more. You simply set your own rules based on your company’s billable rates, markups, surcharges, and custom modifiers.
Dynamic Pricing lives inside your ServiceTitan pricebook and is available as part of the core package, but it only works with materials linked to services.
“To be able to do this, and not rely on the techs to price it right, is amazing,” Sjobeck says.
What you need to get started
Before setting up Dynamic Pricing, you need to make sure your pricebook is fully configured and employees have the correct permissions.
For accurate pricing, make sure the services in your pricebook that you want to use Dynamic Pricing with are complete and up-to-date:
Update Your Pricebook
Add sold (billable) hours to all your services.
Attach materials to services in your pricebook and ensure their costs are accurate. These costs, combined with pricing rule markups, determine the material portion of the service price.
For services that include equipment installation, attach equipment items with accurate standard costs. These are used with markups to calculate the equipment portion of the service price.
Set member discounts for your membership types by business unit or pricebook category. These discounts are applied to the dynamically set prices of services added to an estimate or invoice.
Note: Dynamic Pricing does not use the Price, Member Price, or Add-On Price fields in your pricebook. It relies on pricing rules and actual costs.
Set up Dynamic Pricing rules
Create pricing rules that define how service prices are calculated. These rules should include:
Billable rates: Labor costs based on technician hours
Material markups: Flat or percentage-based markups applied to material costs
Equipment markups: Similar markups applied to equipment costs
Surcharges: Charges for specific scenarios, such as after-hours work or add-on services
Special conditions: Any scenario-specific pricing adjustments
Add Modifiers
Enhance pricing rules with modifiers to reflect real-world job conditions:
Add-on: Apply discounts when services are bundled
After Hours: Use separate rates for work outside regular hours
Price Level: Add fixed or percentage adjustments for extra-effort jobs
Rounding: Round prices to the nearest dollar, &10, or $100 for cleaner presentation
Read this article to learn how to set up Dynamic Pricing.
15. Client-specific pricing
Client specific pricing allows you to save manual entry time by customizing the pricing for key customers. This feature is particularly helpful for commercial contractors who provide services for large property management groups or commercial businesses with multiple locations.
Rather than duplicating tasks or entire price books to come up with specific pricing for a client for a certain location, ServiceTitan automation does it for you. Pricing is applied consistently and automatically with each rate sheet defining the labor rates, materials and equipment markups or discounts, and any fees.
Read this article to learn how to set up client-specific pricing.
“It blows my mind how many [ServiceTitan users] don't have these basic things done,” Sjobeck says. “When we create these automations, these efficiencies, these alerts, we make your jobs easier, things don't slip through the cracks, and you’re more professional.
“ServiceTitan is giving you the capabilities to enhance your customer experience,” he adds.
