Boosting Field Productivity with ServiceTitan’s Mobile Features

If you’re not fully leveraging ServiceTitan’s mobile features, you may be leaving efficiency on the table.

In a recent episode of the Mastering ServiceTitan podcast, Jeremy Lewis, President at Gleason Heating, Plumbing, Air and Electric, shares how his team uses the Content Portal to streamline communications, ensure technicians always have the latest documents at their fingertips, and keep promotions organized. Lewis also breaks down how to simplify building and presenting estimates.

Read on or listen to the full podcast episode for actionable insights to optimize your team’s mobile workflow and improve customer presentations.

Empowering Techs with the Content Portal

ServiceTitan’s Content Portal provides a way to post messages and content for your technicians  to view in ServiceTitan Mobile. It’s a great avenue for sharing company announcements, tips and reminders, sales promotions, and more.

“I would equate it to a newsfeed on Facebook,” Lewis says. “You can upload pictures, documents, videos—whatever you want—and it will show up on your techs’ tablets. If we have a service meeting and I hand everybody a paper with promotion details, 90% of the time, they will lose that paper. So I put it up on the Content Portal.”

Lewis also uploads the following to the Content Portal: 

• QR code for Google reviews

• Maintenance agreements

• Technical documents, such as a gas sizing chart 

“The best part is there’s no excuse for the techs,” Lewis says. “They can’t say, ‘Oh, I lost that,’ or ‘You didn’t give me a copy.’ It’s all on there. I don’t know if it’s the most used feature, but it should be. It’s very nice to have.” 

While it makes sense for documents like maintenance agreements or engineering forms to stay in the portal indefinitely, you have the ability to set a timeline for certain uploads to expire. This proves useful for details on promotional offers. 

“Instead of having to pull [offers] off, it just falls off when your deal is done,” Lewis says. “So the guys know, ‘OK, it’s not on there. It’s not valid anymore.’”

Being able to set timelines allows Gleason to sync information in the portal with marketing campaigns. 

“If we’re going to advertise something heavily on Facebook for two weeks, I’ll have the information in the Content Portal expire at the same time.” 

All the documents in the Content Portal can be shared with customers in presentation mode as well. 

Presenting Options via ServiceTitan Mobile

Presentation mode allows techs to present and sell estimates via their mobile device. Techs can set their recommended option and price point as a stagnant field on the estimate, while allowing customers to scroll through additional options, including different financing plans. 

Lewis recommends presenting four to six options for customers—from repair to replacement. To make it easier, he spends time setting up solid estimates, then copying them to use as templates for new proposals.

“I put a lot of attention on the first estimate’s layout and explanation,” Lewis says. “I add as much detail as possible, so when it comes to others, we’re just copying estimates. It’s pretty seamless and saves a lot of time.

“A lot of work goes into presenting multiple options. Anything we can do to minimize that time and still present a nice proposal is preferred,” he adds. 

Presentation mode also helps newer techs or those who may feel uncomfortable with sales. 

“Not all techs are totally comfortable selling,” Lewis says. “What I always say is, ‘When we’re presenting, we’re not selling so much as we are giving solutions. You have your financing set out, you have this presentation, and you’re saying to the customer, All of these options have value, and they have different sorts of value. Let’s choose one together that’s best for you. And that’s all it is.’” 

Lewis recalls a tech who wasn’t comfortable selling, but became motivated when he saw the results.

“What helped him the best was when he started making more money,” Lewis says. “He presented the options that needed to be presented in a comfortable way and then people started buying things. His check gets bigger, and all of a sudden he’s the evangelist at the company. He’s like, ‘Listen guys, you have to put four options.’”

Using Pricebook Pro’s Smart Recommendations

Smart Recommendations, a Pricebook Pro feature powered by Titan Intelligence, makes building estimates even easier. 

“When you go into Pricebook and add an item to estimate, there's going to be a little bar that pops up on the bottom with a TI on it,” Lewis says. “It gives relevant recommendations for what you just added. For example, if you put a motor on, it's going to suggest a capacitor. All these recommendations are from your pricebook.”

From there, you can take the suggestion and add it to your estimate, or reject it.

“It can increase your average ticket, increase your knowledge, and build your presentations at a quicker pace,” Lewis says. 

You can also manually add accessories or materials to specific line items in your pricebook. Getting suggestions for parts and pieces needed for a service or product gives the techs one less thing to remember.

“My dad's been in the business for almost 50 years now, and he likes to tell me that he's forgotten more than I'll ever know,” Lewis says. “I say, ‘Don’t worry because AI remembers half of it for me.’ 

“Techs are the core of your business,” Lewis adds. “They are everything. Whatever you can do to help them out, to make things faster and more efficient for them, is what you have to do.” 

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.

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