Ready to explore the powerful possibility of a fully automated AI workflow?
Rather than rushing right into it and trying to make massive changes overnight, ServiceTitan walks you through it step-by-step with a clear Crawl, Walk, Run plan that takes you from simple, high-impact wins to integrated, revenue-driving automation.
The plan starts by mastering core ServiceTitan marketing features—like ServiceTitan's tracking numbers and built-in analytics—before moving into Marketing Pro automations that do most of the work for you.
Finally, you'll see how connecting Marketing Pro with other Pro products creates an end-to-end system that captures more leads, automates booking, and ultimately rocket-launches your profitability.
“This is a connected ecosystem of products within ServiceTitan, and they all connect back to field operations to help you drive revenue, to boost your average ticket sizes, to drive your efficiency, and ultimately, grow your business through enhanced technology,” says John Billington, Principal Product Manager, Marketing Pro.
Before we outline the steps to turn your existing ServiceTitan data into automated revenue, let’s take a quick look at the marketing challenges contractors currently face.
Understanding Marketing Challenges
Marketing challenges for residential and commercial service businesses include:
Wasted time on repetitive tasks while missing key opportunities and revenue
Wasted marketing spend based on poor targeting via disconnected platforms
No clear attribution and lack of visibility into campaign-generated jobs or revenue
No clear strategy for converting lead generation into booked jobs
No insight on what’s working in their marketing stack
Overall, measuring the return on investment (ROI) for your marketing spend is the biggest challenge for contractors in the trades, Billington says.
“ROI measurement is huge. And that's where data, quality, getting all of your attribution back into one place, and knowing which campaigns are driving which job, that's a big piece of Marketing Pro,” Billington says.
To solve these marketing challenges, Billington suggests automating your messaging to start.
“Automate your unsold estimate follow-ups, your scheduling, your recurring service, your membership renewals. Get those on autopilot so you don't have to manually turn the crank every time you need to drive demand,” he says. “Also, leverage data to improve performance, improve targeting, and get clear attribution.”
The Crawl, Walk, Run Approach to Marketing Automation
Use ServiceTitan’s Crawl, Walk, Run approach to unlock AI-powered marketing automation.
Crawl
Instantly Boost Sales: Learn the core feature setup for technicians to successfully close unsold estimates during follow-up visits.
To master the Crawl approach, ServiceTitan users who are not on Marketing Pro yet can use Sammy the Scheduler.
Sammy the Scheduler ensures your customers don’t forget about their next service visit with an automated SMS recurring services campaign set up in your core ServiceTitan product.
“These are smart reminders. They go out at the perfect time,” Billington says. “They're based on the customer's last service or membership renewal. Once you set it up, it's going to run all year long.
“It's going to save your CSRs a lot of phone calls, and you're going to end up with more visits, more booked jobs, fewer expired memberships, and just steadier schedules to fill those slow weeks,” he adds.
Walk
Generate Leads on Autopilot: Master Marketing Pro strategies to hyper-target customers and automate campaigns based on real-time data like aging equipment.
The Walk approach requires Marketing Pro’s automated features, with Nate the Closer helping you convert unsold estimates into sold jobs.
With Marketing Pro, you gain access to automated templates and campaigns in the Autopilot Library.
“We've already done the hard part of building the audience and building the content,” Billington says. “You can click it and launch it, or do some small customizations to it, and it'll automatically bring your branding in, etc.”
The prebuilt campaign templates are based on best practices for converting estimates into booked jobs. The tone is friendly and helpful, not pushy, and most follow a sequence where messaging ramps up over time. If customers don't respond, the system automatically sends follow-ups.
“It's all about gently nudging your customers in a way that's assertive, but not over the top,” Billington says.
Once Nate the Closer converts an unsold estimate into a booked job, Autopilot stops sending campaign messages to that customer, and Marketing Pro begins tracking revenue from that booked job to the attributed campaign.
Run
Achieve 24/7 Automated Conversion: See the full power of integrating Marketing Pro with other Pro products to automate your demand generation engine.
With ServiceTitan’s Rita Renewal in Marketing Pro, you enter the Run stage where the focus lands directly on customer retention and recurring revenue, further fueling your automation engine with other Pro product features.
“This is all about membership retention, renewing on time, winning back folks that lapse on their memberships,” Billington explains. “Again, we're leveraging ServiceTitan data. These are going out at the right time in SMS and email before expiration. They're targeted. They can be targeted around service history or equipment age, so these messages can land at the right moment.”
To demonstrate how to build an SMS recurring service campaign with the Crawl, Walk, Run approach, Marketing Pro Sr. Specialist Lexi Thayer walks through the process step-by-step in a recent webinar.
>>See a live demonstration of how to build Crawl, Walk, Run campaigns by watching the full webinar on-demand.
Here are some key takeaways:
For Crawl (without Marketing Pro, but available in core), users can enable the “Marketing Free” feature to create an SMS text message transactional campaign from scratch.
Name your campaign and set a goal (entice your customers to schedule now).
Choose an outbound tracking number for campaign revenue attribution.
Choose your target audience; set inclusion or exclusion rules.
Add event date (e.g., clients with recurring service needs in less than 4 weeks).
Confirm responsibility and legal compliance for SMS campaigns.
Create the content, or modify a quick, prebuilt template.
Select the time for sending an SMS campaign (one-time or drip).
Select launch date.
For Walk (with Marketing Pro), users gain access to the Autopilot Library with prebuilt marketing campaign templates tailored to your residential or commercial business.
To navigate to the Autopilot Library, click the “Create Campaign” blue button under the Marketing tab in your ServiceTitan account, and then select the option to “create an Autopilot campaign.”
The Autopilot Library includes multiple template options for email and SMS.
“Foundational” marketing campaigns found here are high-performing, automated campaigns to help you get started quickly.
Here, you might select an SMS unsold estimate campaign template, targeting residential customers with unsold estimates in the last 30 days.
Using Autopilot, the SMS campaign automatically includes your target audience, tracking phone number, and created content, so you can just click and launch it.
Or you can modify the content by clicking the pencil icon.
Save your changes, then launch your SMS campaign.
“This is really helping you capture and track your calls from customers,” Thayer says. “And then you can also view any of your scheduled or active campaigns in the campaign overview tab.”
Once the campaign goes live, you can view campaign marketing metrics on your marketing analytics page in ServiceTitan, such as how many emails or text messages were sent, how many were opened, and revenue or calls attributed to that campaign.
“This is a great space to come into and just kind of monitor your campaigns on a daily, weekly, monthly cadence,” she adds.
To get to the Run stage of unlocking AI-powered marketing, ServiceTitan offers a variety of Pro Product automations to create a fully automated AI workflow.
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ServiceTitan Automations to Drive a Fully Automated AI Workflow
Instead of trying to juggle five or six different tools to create your marketing campaigns, Marketing Pro offers everything you need.
“You've got SMS and email to reach customers instantly. You've got direct mail to stay top of mind in the neighborhood. You can send direct mail postcards from Marketing Pro. We've got Reputation Management, which is all about your business listings…keeping your reviews at five stars…And then ads, which is all about driving demand and tracking ROI in Marketing Pro,” Billington says.
And Marketing Pro delivers results.
“Customers using Marketing Pro are seeing two times the revenue growth of those who don't. They're also seeing a 50% increase on their return on ad spend, which is really a critical metric for paid advertising,” Billington says.
“And it's not just about new customer acquisition, it's also about loyalty,” he adds. “And so, for repeat business, Marketing Pro customers have a 10-point higher repeat customer share, meaning their customers come back more often.”
While generating demand through marketing campaigns is important, converting that demand into booked jobs and sales is even more critical. The marketing funnel typically looks like this:
Attract > Engage > Answer customer inquiries > Win the job!
But what happens if your busy CSRs miss calls during regular business hours, or if customers call after hours or on the weekends when no one is available to take their call?
“These days, I think it's really become table stakes to have more ways to book jobs that are automated, that are mobile-first,” Billington says.
ServiceTitan offers options to help you fill these gaps with Scheduling Pro and AI Voice Agents.
Scheduling Pro: Allows customers to book jobs online 24/7 directly on a company's website, social media, or Google Business Profile. Booked jobs automatically appear in the ServiceTitan dashboard, streamlining the booking process and allowing staff to focus on other tasks.
In addition, ServiceTitan is making its Scheduling Pro SMS Booking Agent available a la carte as an add-on this winter, without signing up for the full Marketing Pro or Scheduling Pro features. The SMS Booking Agent will help you book jobs with customers via text.
AI Voice Agents: Automated virtual agents powered by Titan Intelligence are designed specifically for the trades to handle incoming calls at all hours, book jobs, reschedule jobs, or manage customer requests—all integrated within your ServiceTitan dashboard.
“Think of these AI Voice Agents as available both through Contact Center Pro or as a standalone product,” Thayer says. “If you want to help book jobs faster and smarter, and use the same live data that your team already relies on, you do have this option.”
Other Pro Products—like Dispatch Pro, Field Pro, Fleet Pro, Pricebook Pro, and the new AI Atlas sidekick—are driving new technology for the trades, improving business operations, and helping contractors maximize their growth potential and profitability.
>>Want to learn more? Watch the full webinar on-demand to see the step-by-step process for automating your marketing campaigns.
