HVAC, Electrical, Plumbing, Business Tips, Technician Tips, Success Story

What Are the Essential KPIs for Your Trade Company? ServiceTitan Customers and Experts Weigh In

Mike Persinger
August 12th, 2021
3 Min Read

Taking a blended HVAC-plumbing business in Southern California from zero profitability to $30 million in four years required smart, data-driven decisions, NexGen Air Conditioning, Heating & Plumbing Owner Ismael Valdez says. 

He also tried to keep things simple.

“We didn’t overcomplicate anything,” says the NexGen Air CEO. “Others add these complicated processes. We kept everything super simple, and we focused on marketing. It’s the most important thing. 

“You can have the vans, the financials, the people, the processes—you can have all of that,” he adds. “But, if you don’t know how to make the phone ring, nothing else matters.” 

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Knowing which Key Performance Indicators (KPIs) to track is essential for business owners looking to improve their bottom line. ServiceTitan has gathered some of the best thinking on the topic from Valdez, ServiceTitan Director of Customer Relations Chris Hunter, ServiceTitan Director of Customer and Product Training Angie Snow, home services marketing consultant Chris Yano and others and put together an essential guide in a downloadable e-book

In the e-book, they share tips on:

  • Why tracking key metrics in the trades is essential

  • The best ways to implement KPI tracking for high performance in your company

  • Top performance metrics to track, including indicators for different roles, and

  • Suggested benchmarks for dozens of important KPIs

  • How following the right KPIs can increase customer satisfaction, customer retention, average ticket and more. 

The #1 newsletter for the trades.

The key, of course, is to make data-driven decisions that propel your company forward toward greater efficiency and profitability for your electrician, plumbing or HVAC company, or any other business in the trades. Valdez compares that to building and maintaining a car. 

“You’re building a car as you’re building a business, and all of your data is on your dashboard,” he explains. “If you want to know how efficient, how good or how bad your car is running, it’s your digital gauges that are going to tell you everything. Tune-up, brakes, low refrigerant, leaks, or engine check light—all of that data is inside the dashboard. 

“That’s kind of how ServiceTitan works in our home service industry,” says Valdez, who signed on with the digital software company for the trades from the beginning and credits its powerful reporting capabilities for helping him grow NexGen Air so quickly.

“Everybody’s business is going to be different, as for what you track. But it’s not just about what we’re extracting,” Valdez says. “ServiceTitan has been amazing at building a platform that we can extract and collect all of this information. Half the battle is being able to extract that information, then display and showcase it. 

“The second part is knowing what to do with those KPIs to strengthen your business.” 

ServiceTitan's e-book will help. The software's ability to track the data your business collects on everything from service calls to warranty issues and CSR booking rates, in real time, for your plumbing company, electrical contracting or HVAC business.

ServiceTitan Software

ServiceTitan is a comprehensive software solution built specifically to help service companies streamline their operations, boost revenue, and substantially elevate the trajectory of their business. Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us.

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