Improve Efficiency: Doing More With Less (Phase III)

AdminMarch 25th, 2020

INTRODUCTION

During times of flux, finding ways to increase efficiency can be key to aiding your business in weathering the storm. Additionally, having time at home may allow for the implementation of some features you’ve hoped to explore, but haven’t had the time for. 

This article calls out several features that can be leveraged to streamline operations and create efficiencies. We’ve highlighted the top action items you can take TODAY to improve efficiency below. 

PHASE III - This phase focuses primarily around features that can add value to your business, but may require more time to implement or are paid features. For this phase, our recommendation would be to review each option, identify those that you feel can be most effective and valuable for your company, and review the next steps alongside your ServiceTitan point of contact. The goal in recommending these features is to support the overarching theme of creating efficiency and automation. We encourage you to consult with your team and your CSM or implementation manager to make the best decisions for your business, especially while navigating the COVID-19 crisis. 

  1. Automate Follow-Ups Using ServiceTitan Marketing Pro - As a way of mitigating revenue impact during a crisis, it’s important to track your opportunities for revenue generation. One method of automating your follow-ups is to leverage ServiceTitan Marketing Pro. Create audiences, campaigns, and monitor responses as a method of maintaining your opportunity pipeline. If you’re interested in learning more about Marketing Pro, fill out our inquiry here and a member of our team will reach out within 24 hours!

  2. Implement Adjustable Capacity Planning  (<10 hours, depending on technician count) - This tool is especially valuable during the COVID-19 crisis as it gives immediate insights into booking trends and where adjustments may be needed. Adjustable Capacity Planning drives efficiencies by giving CSRs guidance into where to book, cutting down on back and forth between them and dispatchers. It’s also helpful in indicating the varying shifts between your technicians. This feature takes some training and set up - partner with your success manager and take advantage of any downtime to do this. Documentation can be found here. 

  3. Utilize the Content Portal (<10 minutes per upload and <30 minutes to set up) - Embrace remote training and team communications with the content portal. Think of this as a digital bulletin board! Here, you can  share out the details of your morning huddle, provide some morning motivation, address any process changes, and provide some quick training insights. This is a great way to stay in touch with your team so they don’t feel so disconnected from work, and can also be a valuable training tool. Set-up documentation can be found here. 

  4. Implement ServiceTitan Phones Pro - If you’re interested in streamlining your telecom procedures, ServiceTitan Phones Pro is the feature for you. This system is fully integrated within ServiceTitan, and as such, can help you to gain better insights into your call data. You can also use this as a way of measuring customer sentiment and a coaching tool for your CSRs. Specifically during COVID-19, having an integrated phone system can allow for a more seamless transition to a remote environment. To learn more, submit a request to our team here and someone will reach out within 24 hours!

  5. Leverage ServiceTitan’s Customer Portal (<4 hours, depending on features enabled) - The customer portal is an awesome tool for managing relations with your customers without interacting with them in person. Using this hub, your customers can pay their invoices, schedule appointments, and review their service history. Using the portal reduces the amount of time a CSR needs to spend on the phone, and can also give customers easy access to their service information. ServiceTitan’s Customer Portal Guide is available here, and your success manager or implementation manager can help with setup too. 

  6. Utilize ServiceTitan Payments - ServiceTitan Payments is a tool to use that can help you automate payment processing. There are many awesome features within Payments that can directly benefit a business during the COVID-19 pandemic. These include reducing unnecessary trips to the bank or office with mobile check capture and cutting down on contact by having customers pay invoices online. To learn more about Payments, check out our overview documentation here or reach out to the payments team directly at payments@servicetitan.com

  7. Offer a Remote Diagnostic Service - depending on your business structure and bandwidth, you might be interested in offering remote diagnostic services for your customers. This reduces in-person contact with customers and can help to put your technicians at ease. Stay tuned for more information in the coming weeks!  

CONCLUSION

While this list of features  is not exhaustive, the features shared in each phase of these articles  are meant to serve as a starting point for lowering costs and increasing efficiencies as a response to the COVID-19 Pandemic. These are also features that a team of ServiceTitan and Industry experts compiled as value drivers for ServiceTitan customers, prioritized by impact and ease of implementation. A comprehensive list of features to leverage for your COVID-19 response is available on our COVID-19 Contractor Playbook

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