Introducing ServiceTitan Leads Integrations Platform: A Better Way to Manage Job Leads

What is your definition of a lead?

Start with defining “what is a lead,” Levine says. It may mean different things to different businesses in different locations.

“At ServiceTitan, a lead—which is the top of the funnel—is anyone who may be a good fit for your business or a potential customer, but who has not directly worked with you before,” Levine says. “Partnering with third parties is definitely a good way to get more leads into this top funnel.”

Once these potential customers reach the top funnel, what happens next? To move them from lead to prospect, your office staff must ask them key questions to see if your company can provide the services they’re looking for and to determine whether they’re a good fit as a customer, says Levine, who’s also a fourth-generation contractor at Levine & Sons Plumbing, Heating & Air Conditioning in Detroit.

Next, your company sends a technician to that prospect’s home or commercial location to perform the work. During that visit, the tech provides good-better-and-best solutions, or a single proposal, to solve their problems, and the prospect eventually converts to a customer, and hopefully a customer for life.

“Ultimately, leads are the lifeblood for a growing business,” Levine says. “We can leverage leads to help further penetrate a market that we’re already in, whether it’s a city or state. We can leverage leads to grow into new markets to make a first impression and establish new customers. We can also leverage leads to help get customers and deliver services we haven’t historically delivered in the past.”

Leads are great, but what about marketing to existing customers?

“We should really be taking advantage of both,” Levine says. “But the main benefit of leads is that we’re able to capture a customer at that particular moment when they actually need our help.”

How do leads find your brand?

In developing the Leads Integrations Platform, ServiceTitan identified six specific channels in which service businesses can find leads:

1. Search: How do we help you appear where your customers are searching online?

2. Retail: How do we connect you with a retail presence so you can meet your customers where they are in person? “If you’re able to win that partnership, it’s a highly strategic placement for you and your business,” Levine says.

3. IoT (Internet of Things): “Imagine a world where technicians install a piece of smart home technology in a customer’s home or commercial service location, and with their approval, of course, you can actually get notifications about issues that are going on with their units before the customer might even,” Levine says.

4. Marketplaces: Customers go here with very high intent to look for various contractors. How can we help you put your best foot forward to turn those potential customers into conversions?

5. Facilities Management: Commercial clients go here with very high intent, and it can be a great platform to demonstrate how you meet your large accounts and process work orders for specific locations.

6. OEMs: Manufacturers see customers with high intent on high-ticket items.

“The most successful contractors typically partner across each of these categories, and then apply a unique strategy for their office in actually following up on them,” Levine explains. “Every lead partnering category is like a unique snowflake.”

ServiceTitan actually started its leads integration process two years ago by first partnering with Google Local Services Ads, which allows real-time communication with your customers based on your company’s availability, job type, and customer needs. 

“This integration really helped revolutionize the way ServiceTitan is empowering contractors to work with their customers,” Levine says. “Based on their feedback, we decided to expand our network of leads integrations to strategically pick partners in each category that will deliver the most outright value to contractors.”

In addition to Google Local Services, that network of leads integrations includes:

• Trane / American Standard: Web form leads from Trane.com and AmericanStandardAir.com's Dealer Locator will flow directly into the ServiceTitan booking screen, allowing you to convert more leads to jobs. 

• The Home Depot: Home Depot service providers can easily set up and manage booking requests that come in online and in-store from the Home Depot call center—all within ServiceTitan.

• Angi: Within ServiceTitan, get leads from Angi for fast and easy booking. Quickly follow up on leads that come pre-populated with customer info, job type, and campaign source, with no manual entry or time spent copying over leads. 

• Building36: HVAC and plumbing leads generated by Building36 smart home solutions flow into your ServiceTitan booking screen, enabling your business to convert system leads into jobs and fix issues proactively. 

• FlowPath: Automate work orders from FlowPath directly into ServiceTitan’s booking screen. Contractors can see the work orders immediately and eliminate manual entry.

Watch for future lead source partners, as we continue to expand our catalog.

Why leads integrations?

Like most service businesses, your managers, CSRs, and sales teams are constantly checking multiple screens, multiple emails, and multiple destinations for possible leads. 

“Managing the intake of all of these leads (phone calls, emails, online bookings, etc.), it was a bit too cumbersome and too disorganized across teams,” Levine says. “And it led to a lot of duplicate entry, errors copying information from one system to another, and most importantly, we as a business were not able to deliver the best customer experience possible.”

Leads Integration Webinar Slide 1The benefits (listed below) of integrating leads with your ServiceTitan account not only provide a more elegant solution to lead management, they also save your staff time and improve efficiency when used in conjunction with online booking.

• Creates a seamless flow that allows the customer to book online, request a specific time, and automatically show up in your account.

• Saves time and lets you get to your customers as soon as possible.

• Ensures that your marketing campaigns are properly tracked to each new lead.

• Maximizes your ROI on these lead aggregators. The faster you engage with leads, the higher likelihood that they book an appointment.

“The name of the game is speed to lead, and these integrations certainly help make sure that you and your office will be the fastest in the business,” Levine says. 

“What’s clear from the data, and from talking to customers and clients, this is now the norm and it’s viewed as a requirement by many customers, especially younger generations,” Levine adds. “It’s critical that we help empower contractors to not only meet but exceed their customers’ expectations.”

How Leads Integrations works in ServiceTitan

Levine walked webinar participants through a Leads Integrations demo and how to set it up. 

To get started, go to your ServiceTitan account and click on:

• Configure activations now! 

  • Settings > Integrations > Marketing Integrations

-OR-

• Request activation here (we will get back to you within 24 hours)

Click “Configure,” follow the prompts to pair your account in just a few clicks, and you’ll receive a message saying accounts are connected. Any of your existing partners will automatically show up in your ServiceTitan account, where you can begin your self-serve onboarding.

Then you’ll need to map your job types and business units to the standard job types for each of the trades that fit your business. For HVAC, it might include clogged duct, dryer vent cleaning, job surge protection, equipment install, filter change, or repair for no heat, etc. Then you match standard job types to your specific job types in ServiceTitan, as well as specific business units involved in this job.

That’s it. You’re integrated! Booking requests from this lead-source integration will now flow into your ServiceTitan account, and all leads will be visible in your job booking dashboard. The idea behind Leads Integrations is:

• Receive and book more jobs—all in one place

• Leads populate in ServiceTitan 

• CSR books job 

• Technician dispatched

• Happy customer

Levine also shared customer feedback from Tracey Berg, Marketing Director of Blue Frost Heating & Cooling in Chicago:

“With the Trane Leads Integration, we can now capture name, address, phone number, and email automatically—all in ServiceTitan. Auto populating this information minimizes the margin of error and saves us from having to enter data twice. It’s easier to stay in ServiceTitan and not have to go to one more portal. Plus, everyone in the office can now see inbound leads from Trane on the booking screen—having more eyes on them is a good thing.”

Best practices and tools for lead follow-up

With a continuous thread of leads coming in from multiple locations, service companies sometimes need a little more information from the customer before booking a job. Before reaching out directly to the customer with an outbound call or online chat, ServiceTitan offers a few best practices and tools to make this task a little easier.

Property Data: Use this ServiceTitan tool to access publicly available data on the home or property to see: 

• Year built

• Assessed value

• Estimated market value

• Last sold date

• Lot size

• Square footage

“This is something I always encourage contractors to use because it’s free information, which is the most powerful thing of all, and it eliminates the need to even reach out to a customer right away because we can potentially have some of our baseline questions answered,” Levine says. 

Close and Classify Leads for Follow-up: Use this section to follow up with new leads in a timely fashion by tracking:

• Lead ID number

• Created on date

• Created by

• Customer name

• Customer phone number 

• Marketing campaign 

• Business unit

• Job type

• Last follow-up date 

• Next follow-up date

“Successful companies have at least one designated person in the office monitoring this queue daily to make sure we’re actually following up on this thread of leads,” Levine says.

Keep a pulse on performance: By accessing your web booking report, you can see the start date and submission end date for any lead, as well as filter by:

• Lead-source partner

• Marketing campaign

• Customer name

• Business unit

• Job type

• Job scheduled date

• Job totals or revenue

Levine says the web booking report not only shows how many leads you receive per partner, it also shows you how quickly CSRs act on these leads by comparing submission time to job-booked time reports.

“Keep your pulse on this to have a really good understanding of your ROI on leads integrations,” he says.