Welcome to ServiceTitan’s Commercial Playbook—an aggregation of best practices from across the industry, written purposely for your Commercial business. In this playbook, you’ll learn all the key tips and tricks (what we call “best practices”) needed to take your business to the next level.
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Most Impactful Reports
The most impactful KPIs for your business appear on the dashboard within ServiceTitan for easy and fast monitoring in real time. There are additional dashboards in the upper-left-hand dropdown, providing additional information. Easy-to-understand dropdowns that compile the data behind the metrics.
You can also add the reports you find most impactful for quick access and customize these dashboards in a way that suits your business and your goals.
Within ServiceTitan you get a customized reporting experience with hundreds of easy-access KPIs. You can get quick insights into every area of your business. Don’t like the report? Simply add or remove KPIs so the most relevant information is right at your fingertips.
Automating and Scheduling Reports
Reports that should be monitored continuously throughout the day should be added to the custom dashboard so that your team has quick access to everything they need to see at a glance.
For reports that should be monitored less frequently, once a day/week/month scheduling is best.
Scheduling reports to come to your team’s email box at certain times improves efficiency and encourages consistency in monitoring impactful business trends.
“For me, I have a marketing report, I have jobs for the next day, and technician performance sent to me every day,” Gonzales said. “I don't have to bug my managers and say, ‘Hey, I need your weekly report,’ or ‘I need your report from yesterday.’
“When I wake up in the morning and I check my email, all the reports are there. And I've just saved myself anywhere from an hour to two hours, tracking down reports, pulling them in and reviewing them. I've now shrunk that down to just 30 minutes.”
Collaborate with your teams to determine what reports should be monitored, and when. Be sure to set clear expectations for what they are monitoring for and the steps that should be taken when things are not trending to goal or are not performing as expected. Anyone receiving a report should be given clear direction for what is expected.
“That's probably one of the coolest parts—and one of the overwhelming parts—about ServiceTitan,” Gonzales said. “The reports are so customizable, you can get reporting and information on almost anything. And it's kind of like, OK, where do I start?
“Figure out what you’re really going to monitor. Because there's so many options. So you just have to figure out what you're really going to be monitoring, what you really want to track, and then who needs to see it and how often they need to see it.
“Then you set it and forget it. It’s constantly coming in.”
How you use that data is up to you.
“You can review the numbers in a meeting,” Gonzales said. “You can have the report for technician performance up on a TV screen, so all the techs can see where they stand.
“And that's just the tip of the iceberg.”
To learn more, check out our guide to setting up custom reports and the guide to scheduling them.
Having CSRs, dispatchers and other office staff add Tags when booking jobs enables the filters for your reports. Tags can also communicate the stage of a job in the hold queue. Tags also allow you to narrow the data your report creates.
Best Practice Reports by Role
Below is a list of best practice reports for your Commercial business by role. These are the reports ServiceTitan customers to LOVE because they help drive insights and key actions to improve their businesses:
Any of the reports in the “Business Unit Dashboard” Section. Business owners want an aggregate view of the business, by business unit. Each report is specific to a certain area of interest and will match the metrics on the Dashboard.
Any of the YOY Trends reports located in the “Other” section. This macro view allows owners to view year-over-year trends based on month, week or daily periods for key business metrics.
Daily Huddle Report. Can be run daily for detailed information at the Business Unit level. Metrics include goal and pace reporting, revenue, different conversion rates, and job averages.
Technician Performance Board. Shows performance at the individual technician level. ServiceTitan customers use it to track completed revenue, conversion rate, job average, replacement lead conversion, and work in progress.
Any of the reports in the “Technician Dashboard” Section. GMs will need to report on the metrics specific to their workflows and individual technicians. Each report is specific to a certain area of interest and will match the Technician Scorecards on the Dashboard.
The “AR Transactions” Reports. These reports match with the AR Management section of the invoice screen and allow accountants to see outstanding balances that need to be collected. NOTE: The “AR Transaction” report is the only one of these reports that shows detail at the individual invoice level. The other reports are summarized (roll up) reports, so invoice-level columns (i.e. invoice status or job number) will not populate.
Deposit Detail. Used to view payments applied to invoices (saved or charged) within each payment type, making it easy to get the full view of invoice balance changes in a period of time. The report can be run by job completion date, invoice date or “Paid On” date.
Jobs without Payments. Contains a list of all completed jobs whose invoices have a total but do not have a payment. Can be grouped by technician as an organized way to follow up with those technicians who did not collect payment when they needed to.
Call Center Performance by CSR. Can be utilized to measure performance of individual CSRs and their ability to convert calls into revenue-producing jobs. This report includes metrics on calls taken, calls booked, jobs converted from calls booked, and cancellations from bookings.
Call Center Performance Summary. Used to assess company performance of call booking at the Business Unit level. The roll up report includes metrics for completed jobs, recalls and percentage of jobs cancelled before and after dispatch.
Office Activities Report. Tracks a list of various activities completed by your office staff. It can best be used for oversight and exception troubleshooting when reviewing actions made from the office.
Master Pay File. This prebuilt ServiceTitan report is a hybrid report that can be used for GP (Gross Pay) for both commissions/bonuses and for hourly pay. *This requires some configurations to be turned on by the CSM in some instances.
Payroll Detail Report. Can be used to see calculated commissions, bonuses, default adjustment commission and sold by commissions. Accountants rely on this report for Performance GP (gross pay) for their people. See details here.
Technician Timesheet Summary. A roll-up view of timesheets and hours worked. It adds up job events and non-job events (by timesheet code) per day. Accountants and technician managers utilize this report for payroll and performance tracking. See details here.
Jobs Data Set and Project Job Costing Data Set. This loom video explains how to build a custom job costing report in these data sets - How to Build Job Costing Report in 2.0 (4 Min). Below are the Job Costing Metrics now available in both the Jobs data set and Project Job Costing data set (include metrics with Payroll Persistence)
Job Costing Flyout. Flyouts are located on the “Invoice Screen” and “Project Screen”. They can give you different levels of job costing on the invoice or project level depending on whether the configuration “Display Performance/Labor Pay in Job Costing” is turned on. The job costing flyout Knowledge Base article has clear explanations of the Performance and Labor Pay section and can be seen here.
Technician Performance. A roll-up report for macro reporting on individual technicians. Great for Owners, GMs and Technician Managers. Data points closely mirror the Business Unit Performance Report Template.
WIP (Work in Progress) Report. Shows all active projects and accounting-related KPIs. It's intended for companies that have jobs that span multiple months in order to see the progress of projects over time. This report can also be backdated to see data in the past. This helps you better project work in progress within your accounting.
Aggregate Inventory Stock Report. Used to view the current stock of every item in your inventory. It can be filtered or sorted by Inventory Location and will show you quantities of Available, On Hold, On Order and On Hand. It's a helpful report to check the current state of their inventory across statuses.
Purchasing Report. Used to track individual inventory items through purchasing transactions. Examples of purchasing transactions would be POS, Transfers, Adjustment, Bills and others.
Tracking work in place using projects is also very common with commercial businesses. Here is the link to the Knowledge Base article on how to do this.