Whether you’re a new ServiceTitan user or someone who knows their way around this powerful platform, there’s always more to learn. That’s why ServiceTitan, which wants every user to know how to tap into the software’s full functionality, started its new monthly webinar series titled Back 2 Basics.
“Back 2 Basics was created to provide our customers with another free resource aimed at refreshing your ServiceTitan knowledge and helping you gain a deeper understanding of the features that you already have access to,” said Natalie Koch, ServiceTitan senior content marketing strategist.
“We hope that, by introducing some of these really basic learnings each month led by our internal subject matter experts, we can enhance your knowledge of ServiceTitan in a different way and also provide you with some resources to continue on your journey to level up your daily usage and potentially answer some of your questions.”
Here’s a sneak peek into the best tips from each webinar.
Pricebook 101
Building out your pricebook can seem like a daunting task. Where do you even start?
Here’s one pro tip: Involve your technicians.
“Your technicians are using the pricebook every single day,” Program Facilitator Tim Sjobeck said. “It's the most important tool in their bag. Why wouldn't I involve them in the build of this?”
A fully developed pricebook helps technicians communicate more clearly with customers, offer multiple options that convert more sales, and simply perform their jobs at a higher level.
Work with your techs to know what they want to see in a mobile view. Typically, they want to see their most-used categories at the top, so they don’t waste time scrolling to find what they need when they’re with the customer.
Here are some other tips:
Know your flat rate and billable hours
Keep it simple
Constantly evolve your pricebook
Estimate Templates 101
Here’s a stat for you: Shops that used ServiceTitan’s estimate templates in 2021 grew revenue by 7.5%, and when those shops used the estimate templates at least 30% of the time, they grew by 10%.
How is that possible? For starters, estimate templates create technician efficiency.
“If you have these proposal templates built, they're not going out to their truck, spending 30 to 40 minutes or an hour building all these options, and then coming in and presenting to the customer,” Sjobeck said. “This creates some efficiency for them and a better customer experience.”
Using estimate templates to offer customers multiple options also increases your revenue and conversion rates, and improves your customer experience.
It’s also important to note the difference between:
Static and dynamic estimate templates
Multiple-option proposal templates
Call Center Basics 101
As a call-center manager, one of the most important KPIs to track and monitor for your team includes call conversion rate and booking percentage.
To determine these numbers, you need to know your call-booking goals, your monthly revenue goals, and your total job average or average ticket.
“That helps you know how many jobs you need to have on the board to meet your monthly revenue goal,” said Angie Snow, a ServiceTitan principal industry advisor and call center expert. “And have that number up there so all your CSRs know exactly how many jobs should be booked, whether it's per month, per week, or per day.”
Knowing your KPIs is one of the four simple things managers can do to perform more effectively and ensure CSRs are maximizing every opportunity.
Other tips include:
Set goals
Provide training
Measure, report, and improve
Accounting Features Revisited
Auto-batching is a new automated process you can find in ServiceTitan. So what is it?
A batch is a group of transactions, invoices or payments for exporting to an accounting software. Auto-batching allows you to automatically add transactions into batches based on specific rules and preferences, instead of doing it manually.
According to Program Facilitator Megan Montgomery, it’s going to make your life a whole lot easier.
“Best practice is to really do this on a daily basis. Batching, posting, and exporting should be a regular process for you,” Montgomery said. “I would not go longer than a week between batching, posting, and exporting, because it just becomes a lot to go through.”
Montgomery also talks about…
Invoicing best practices inside the ServiceTitan Transaction Hub
Tips on using payment terms and automated workflows
Highlights new features coming soon, including journal entries and touchless integration
