A top-notch CRM solution for field service businesses should not only provide core customer relationship management features–storing and organizing all of your customer information, order history, invoices, and more–but also integrate with other key business operations such as estimates, invoicing, and reporting. This integration creates efficiencies throughout a service business’s workflow that save time and keep things organized, such as automatically populating work orders and invoices with customer and job details.
This is why many field service businesses use ServiceTitan’s industry-leading software as their CRM rather than generic solutions (from providers such as Salesforce and Zoho) that service multiple industries and business types.
ServiceTitan’s CRM is built within an all-in-one field service management software specifically designed for field service companies including HVAC, plumbing, electrical, roofing, garage door, and other select trades.
In this article, we’ll explain how field service businesses use ServiceTitan as a CRM solution that seamlessly integrates with all essential elements of their entire business.
Key features and benefits include:
Automated text notifications that optimize customer satisfaction
Upsell memberships to boost customer relationships and business growth
In this article, we’ll explain how ServiceTitan’s CRM features work.
To learn more about ServiceTitan’s CRM features, sign up for a free demo today.
ServiceTitan’s Call Booking Feature for Instant Customer Information
With ServiceTitan’s CRM, when a customer call comes in — via phone, web inquiry, or chat — there’s no need for the CSR to juggle a pen, paper and spreadsheet.
Using drop-down menus and custom prompts, they can simply enter the customer information directly into their system, including job type, start date, priority, and more.
We even provide examples of call center script templates that can be used in your own specific business.
If the call is from an existing customer, ServiceTitan will tell the CSR exactly who is calling before they even answer the phone. That way, they can pull up their job history immediately, ensuring that they’re prepared to answer questions about previous or ongoing work, and quickly book new jobs.
With ServiceTitan, there’s no need for CSRs to put customers on hold or call them back while they pull paperwork from a filing cabinet. Plus, they don’t have to hope that it’s legible, correct, and isn’t dirty from spending time in a technician’s truck.
Online Booking Functionality
With ServiceTitan’s CRM, you can add a Web Scheduler or Chat to Text widget to your website. This gives customers an easy way to schedule a job or start an automated text conversation online without making a call or waiting for a CSR to be available.
Further reading from our ServiceTitan playbook:
Scheduling & Dispatching for Profit
With each existing customer’s service history at hand, the CSR knows right away which tech to assign to every job. If there’s any confusion, ServiceTitan’s dispatch software offers a suite of features to help them sort things out quickly, including:
Geographical booking zones
Tech availability calendars
Skill ratings (to name just a few)
These dispatching features help CSRs send the right tech to the right job.
ServiceTitan’s route optimization feature uses GPS to track techs and job progress so that visits can be organized to suit the technician’s location, taking into consideration traffic conditions.
Being able to view the exact location of each truck in real-time means dispatchers can group nearby jobs together and utilize the most efficient route. This allows techs to handle more jobs in a given day or do the same number of jobs in less time, increasing employee experience and satisfaction and bringing in more revenue.
Scheduling changes can be made easily, too, for example, when a customer reschedules or a different technician needs to be assigned to a job. So, when an emergency call comes in, the job can be slotted in without manually juggling multiple pieces of information. This saves a lot of time and reduces the risk of errors that could affect the customer experience (such as, no tech showing up at a job because it wasn’t reassigned properly).
ServiceTitan also offers an add-on product, Dispatch Pro, with more advanced dispatching features. Using machine learning, Dispatch Pro’s algorithm runs thousands of scenarios to find the best technician for every job. This, plus its intuitive dispatch board automations saves your dispatchers time, improves customer satisfaction, and maximizes profit.
For further reading, take a look at our article on dispatching tips.
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Automated Text Notifications That Optimize Customer Satisfaction
Contractors who use ServiceTitan don’t need to worry about making confirmation calls the evening before a visit or about calling the day of the appointment to let them know when their tech will arrive.
The software takes care of both with automated SMS — including a link — providing customers with a GPS tracking tool so they can monitor their tech’s arrival in real-time, as well as a photo and some fun facts about them. That way, customers already have a degree of comfort with their tech when they get there.
Read more tips on how to improve the customer experience.
Call Recording for Accountability & Training
With ServiceTitan, every call is recorded and logged into the customer’s account. So, before a tech enters a home, they can listen to the CSR’s conversation(s) with the customer via our Mobile App (available for android and IOS), arming themselves with every detail that might improve their sales or service call.
The feature is also great in the event of minor confusion — for example, a home address number that was inadvertently entered as 612, rather than 621.
Business owners love this feature for the accountability it provides. It allows contractors to better coach CSRs on how to handle customer interactions, as well as how to negotiate with customers when disagreement or nonpayment occurs, with background intelligence that is as accurate and well-documented as possible.
Follow-Up Functionality to Increase Revenue
Using the Follow Ups menu, ServiceTitan users can efficiently execute a range of post-call tasks that are crucial to maximizing revenue. For example, CSRs can follow up on unsold estimates in a regular, methodical fashion, ensuring that there are no missed opportunities in that stage of the sales process.
Just by following up on unsold estimates, we’ve seen contractors improve their bottom line by as much as $1 million in a single year.
Upsell Memberships to Boost Customer Relationships & Business Growth
Selling and optimizing membership agreements can significantly boost relationships with customers and increase revenue.
ServiceTitan helps home service business owners facilitate memberships and service agreements in a variety of ways, including from a CRM standpoint.
CSRs can select Recurring Service Types from the Follow Ups menu to keep their company (and their customers) up-to-date. That way, nothing gets lost in the system.
Further reading: Maintenance Agreements | The Ultimate Guide to Profit
Email Marketing Campaigns
In addition, ServiceTitan’s MarketingPro provides powerful add-on features for sending hyper-targeted email campaigns to specific audiences based on customer data already collected in ServiceTitan.
The software lets you set audience lists that focus on specific customers, such as those whom you wish to offer memberships, or who have yet to respond to an estimate, so you can follow up at whatever interval you choose and maximize sales opportunities.
Sending targeted emails is easy. Choose from our huge range of email templates, adjust the text to fit your campaign, and deliver to your chosen audience.
Further reading: Master Email Marketing with ServiceTitan
Instant Payments via Mobile
ServiceTitan simplifies the payment process for membership agreements and standard services. Techs can create invoices and take payments from their mobile devices on the spot. Customers can enter credit card information directly into their tech’s tablet, or follow a link via text to submit payment online.
Creating invoices and taking payments in this way is convenient for customers and means revenue hits your bank account sooner, too.
It’s worth noting that ServiceTitan’s software integrates with multiple types of accounting solutions, including QuickBooks. So there’s no need to re-enter payment info; everything stays up-to-date and organized for you.
ServiceTitan also streamlines your internal payroll processes. The time tracking feature automatically documents your technician’s drive time, vendor runs, and wrench time on their timesheets so you can be confident that it’s accurate.
Tracking Metrics to Improve Customer Support
Being able to monitor individual phone calls with customers is great. But ServiceTitan also gives business owners a more comprehensive, instantaneous view of their CSRs’ performance, in the form of a scorecard.
Contractors can see how many calls their employees are booking, what percentage of potential business they’re booking, how long they’re taking to do it, and more. They can also zoom in on individual calls to see what might have gone right or wrong, and where improvements can be made.
In addition, ServiceTitan tracks company metrics and KPIs. This includes total revenue, total sales, total average sales, total job average, call booking rate, and your total conversion rate. You can even look at this over an 18-month trend (or weekly trend) to keep an eye on how your business is running.
Automated Integration with Other Business Processes
While all CRM software tools have features that help you manage customer data and focus on improving the customer experience, they may not integrate with or provide tools for managing the rest of your business operations, such as building estimates or creating invoices.
ServiceTitan provides everything your team needs for day-to-day customer relationship management — scheduling, dispatching, and more — alongside core operational tools like inventory management and invoicing. Features include:
Ready to Try ServiceTitan’s CRM?
ServiceTitan’s field service software solution provides a comprehensive CRM system for contractors in the service industry with features ranging from call booking and dispatching to invoicing and reporting. Our software solution improves efficiencies, simplifies tasks, and enhances customer satisfaction, which leads to increased revenue.
Further reading:
If you’d like to learn more about how ServiceTitan’s various tools and features can facilitate better customer relationships, improve business performance, and grow your service business (whether that’s a small business or a sizable commercial company), sign up for a free demo today.
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.
