Successful contractors know improving team performance leads to satisfied customers and increased revenue. It’s not always easy, though, to know where to start. With ServiceTitan’s new Field Pro, built-in tools work to elevate field tech and sales rep performance and provide visibility to improve and grow business.
In a recent webinar about how Field Pro improves job performance, host Josh Lu speaks with Austin Haller, Senior Director of Product Management at ServiceTitan; Tom Howard, Vice President of Customer Experience at ServiceTitan; and Steve Michaelson, Director of Operations at Lee’s Air, Plumbing and Heating.
They dive in to show you:
What Field Pro looks like in action with a demo of innovative new AI features
How Atlas in Field Pro enables AI equipment diagnostics and smarter troubleshooting
Insights that turn visibility into performance
Feedback from contractors leveraging Field Pro today
“Field Pro is a product designed to elevate performance in the field for your technicians and your sales reps,” Haller says. “It is designed to support both of those roles and simultaneously provide you as managers and owners a completely different type of visibility into the field.”
Prepare for the Job with Relevant Data
Field Pro provides an AI-generated pre-job brief for service technicians or sales reps so they arrive prepared. The job brief, which they can listen to on their mobile device, includes historical information about the customer, including the last phone call with the CSR. AI analyzes the dialogue for information or customer concerns relevant to the job.
“You’re preparing mentally before you arrive on site,” Haller says.
Sales reps or techs can see the amount of money the customer has spent with the company and can ask a question within Atlas, ServiceTitan’s AI assistant, to receive answers about specific information.
Execute Jobs Faster with AI Diagnostics
Field Pro provides the ability to automatically start recording interactions with the customer immediately upon arrival of the service tech or sales rep. It’s important to note that in two-party consent states, the system will prompt the tech to confirm the homeowner’s consent to the recording.
In areas with no cell signal, recordings will be captured and stored locally until the device is reconnected, at which point it uploads to the cloud and is processed by AI.
Currently, techs may manually pause or stop automatic recordings in the field, but in the future, managers will control this functionality.
Accurately Troubleshoot in the Field
A Field Pro and Bluon integration allows techs to easily and accurately diagnose equipment issues without tying up service managers on the phone.
Techs can ask questions, input serial numbers, and look up documentation to accurately and quickly diagnose equipment failures or identify compatible replacement parts within your inventory and price book.
“I can put in the symptoms that I’m seeing, and it’s going to respond based on this piece of equipment, what may be happening, and what troubleshooting steps I should proceed with to work through this,” Haller explains.
Howard, who tested out the AI equipment diagnostics, says techs will see the answer and a link to the data in the manual so they can verify the information.
“I said, ‘What’s the max F size?’ And as we know, it’s not going to say max F size in the manual, it’s going to say MOCP or maximum over-current protection,” Howard says. “Sure enough, AI figured it out and knew what I was asking. …It was right, every time.”
Accurate diagnostics lead to an improved customer experience and boost in revenue.
“We know that if they can diagnose the issue confidently, they’re going to present the recommendations to the homeowner with more confidence, which is going to lead to an increase of average ticket and increase the average close rate,” Haller says.
In addition to diagnostics, ServiceTitan’s recent acquisition of Conduit Tech enables HVAC professionals to use LiDAR (a light detection and ranging remote sensing method that uses light in the form of a pulsed laser to measure ranges) technology to quickly build permit-ready load calculations.
Currently an add-on to Field Pro, Conduit Tech enables professionals to use their tablet to scan for room-by-room load calculations and create 3D visuals to highlight problem zones and airflow imbalances.
“This makes it much, much faster,” Howard says. “It’s really impressive to customers. It’s very visual. It sets you apart from your competitors.”
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Improve Processes and Tech Performance
After the job is completed, Field Pro provides an AI-generated summary based on the recording transcript, which automatically attaches to the job. The summary identifies the main issues, next steps, customer sentiment, and any customer objections. This snapshot helps managers better understand tech or sales rep performance.
The summaries also provide proof in the event a customer claims they were promised a free product or service.
“It just ends all of those discussions,” Howard says. “You can do it really nicely and say, ‘Oh, no problem. We definitely want to take care of you. We have a 100% satisfaction guarantee. Let’s go ahead and check the recording.’ It’s a game changer. It totally changes the whole level of the playing field with the customer.”
The Ask Field Pro feature provides AI coaching specific to a particular job, with tips on how to improve performance. Managers can establish key events or particular skills they want measured, which can be incorporated in tech or rep scorecards.
Rehash in Field Pro enables your team to easily identify missed opportunities, improving follow-ups and increasing revenue.
Field Pro scores the likelihood of whether a missed opportunity will close in a follow-up, and missed opportunities with a rating of three to five will automatically surface. This allows your team to review pricing and financing options presented to the customer and customer objections or commitment level.
The software automatically generates a follow-up message that may be used in an email or text follow-up.
“This is designed to ensure no revenue is left behind and to put your team in the best possible position to close follow-ups based on the dialogue that occurred in the field,” Haller says.
Evaluate Performance to Grow Business
Field Pro provides a weekly summary page, with real-life examples, to show which behaviors are consistently increasing your average ticket and close rate. This provides data-backed content for weekly meetings, where you train the behaviors driving your bottom-line results, Haller says.
ServiceTitan data shows Field Pro drives a 20% average increase in average ticket. Lee’s Air, Plumbing and Heating (owned by Howard) piloted Field Pro to increase their average ticket and closing rate.
“We had a huge blind spot where we would train and we didn’t know if they were actually following what we were training them in the office,” Michaelson says. “It was able to shine a light on that aspect.”
The company initially rolled out the software in specific departments with specific technicians before rolling it out across their fleet.
Michaelson says Field Pro is a tool to improve management and scale business.
“There’s no way for you to scale and have reasonable overhead,” Michaelson says. “This is what the tool does. It helps so your service managers aren’t having to go on ride-alongs every day all day. They’re able to focus on real issues.”
>> Ready to see how Field Pro improves business? Book a demo today.
