Episode Overview
Already a ServiceTitan user, but looking for ways to drive revenue and improve efficiency?
Sena Sadeghi, Senior Manager of Customer Programs at ServiceTitan, explains how to take advantage of five high-impact TitanAdvisor wins to boost revenue and efficiency during a recent episode of the Mastering ServiceTitan podcast—where we get expert advice from power users.
Sadeghi covers everything from integrating Second-Look financing to building estimate templates and setting up follow-ups that convert. Along the way, he explains how TitanAdvisor scores correlate directly with revenue performance and walks through practical ways to get over 100 points.
In this recap, you’ll learn:
How Second-Look financing can help drive additional revenue
Why it’s important to get your techs onboard with estimate and proposal templates
How to implement pricebook upgrades, recommendations, and replacement opportunity tags
TitanAdvisor Win #1: Offer Second-Look financing to close more deals, earn more revenue
Money’s tight, which means many consumers are either putting off home repairs until they can afford them or they’re seeking financing options to pay for the service work now. As a home services contractor, the more financing plans you can offer to get customers approved, the more deals you can close.
With ServiceTitan Integrated Financing, Sadeghi says you can keep the financing partners you’re already using and access them all from one place, inside ServiceTitan.
Podcast host Josh Lu says the integration costs you nothing extra, and ServiceTitan data shows that when techs lead with financing, they're increasing close rates by 12% and average tickets by 13%.
While ServiceTitan integrates with multiple First-Look financing partners, such as Service Finance, Wells Fargo, GreenSky, and others, customers may apply but still get denied for financing on the first try. That’s where Second-Look financing comes into play.
With Second-Look Waterfall by TURNS, you can offer customers an automated tiered second-look financing program with more attractive loan terms and affordable merchant fees.
“There may be some higher fees, but at least there's an option out there for folks who get declined from that First-Look financing,” Sadeghi says.
And, ultimately, gaining a new customer is worth paying a slightly higher fee to get them approved for financing.
“You're still getting the sale at the end of the day, you're still selling that system or selling whatever replacement needs to happen for that customer. And obviously we're making a happy customer as well,” Sadeghi says.
TitanAdvisor points earned: 2 points—If your Second-Look financing offers are over 80% in the last seven days.
TitanAdvisor Win #2: Set up CSRs and technicians to follow up on conversion opportunities
There’s no better place to look for and follow up on unsold estimates and other conversion opportunities than your own ServiceTitan account, Sadeghi says.
“It's a really good way to make sure you're not missing out on any revenue,” he explains.
And don’t forget, both your field technicians and office staff can follow up on unsold estimates. In fact, part of the setup for this TitanAdvisor win involves granting that permission to technicians as well as CSRs. To earn points for the setup portion, at least 80% of your sales technicians must be granted permission for follow-ups.
“Establish a process and a system and just know that it's possible from both the technician side and the office side to follow up,” Sadeghi says.
To earn the full 5 points for this TitanAdvisor win, over 75% of your follow-up opportunities for jobs completed in the last 30 days must also have “a next follow-up date” that is no later than seven days ago.
TitanAdvisor points earned: 5 points—If at least 80% of your sales technicians are granted permission for follow-ups, and over 75% of your follow-up opportunities for jobs completed in the last 30 days also have “a next follow-up date” that is no later than seven days ago.
“Essentially, just making sure we have a follow-up date where we know we're going to follow up with a customer,” Sadeghi says. “Five points is a lot of points inside of TitanAdvisor.”
Ultimately, the goal is to get your TitanAdvisor score above 100, which means you’re taking advantage of more software features inside of ServiceTitan and receiving a better return on your investment.
“All five tips we're covering today are all core features within ServiceTitan that you don't have to pay extra for,” Lu says. “You're already paying for them, and so why not maximize that usage?
“And if you're below 100, please get over 100 in your TitanAdvisor score, it'll make a massive difference,” he adds.
Sadeghi also manages ServiceTitan EmberSessions, a free resource of live instructors and other contractors who discuss and demonstrate ways to increase your TitanAdvisor score. When you join a session, you may be grouped with 15 to 20 similar contractors who operate at least 150 miles apart (non-competitors) for open and honest discussion.
TitanAdvisor Win #3: Offer pre-built estimate options
When your technicians respond to a customer’s job and diagnose the issue, you want to train and equip them to create an estimate on-site with multiple options for the customer to choose from. Of course, the tech can take the time to build out each estimate, or they can quickly access ServiceTitan’s pre-built estimates to speed up the process.
“With our estimate templates, they can just click a button and it adds multiple options for them. And then of course, they can edit, delete, add as they need to. It’s a really nice way to streamline a technician's workflow,” Sadeghi says.
And if you’re worried that setting up these pre-built templates will take too much time or be too complicated, you can access the following two videos for expert ServiceTitan advice:
“Sure, it's going to be an investment upfront, but when the busy season comes around, your technicians are more efficient so they can get to more jobs, which drives more revenue for your business,” Sadeghi explains. “Make the investment, so that way down the line you become even more efficient to drive even more revenue.”
Talk to your technicians about which estimates they’re building over and over, then get their buy-in on using the pre-built estimate templates. It will not only save them time, but allow them to earn more revenue.
“People do like options,” Sadeghi says. “And if you don't know where to start, I would say at a bare minimum, have a template that just has good and better [options] and the better option has your membership on it. That way, it's just very simple.”
TitanAdvisor points earned: 5 points—If you complete all sections:
Create at least three estimate templates
Publish at least one proposal template that includes at least three estimate templates
Achieve 30% of completed jobs with estimates in the last 30 days where estimates were added using proposal templates
TitanAdvisor Win #4: Maximize upsells with upgrades and recommendations
Sadeghi uses an iPhone analogy to explain the difference between upgrades and recommendations inside ServiceTitan.
“These are things you're going to be setting up inside of your pricebook per item. You can also set this up at the category level. That's a little bit of a pro tip,” Sadeghi says.
“But think of yourself as having the iPhone 15 today. The iPhone 15 upgrade would be an iPhone 16 and iPhone 16 Pro. You're literally upgrading [the product],” he adds. “Versus a recommendation: If you have an iPhone 15, you could get a screen protector, a case, or a charger to go in your car.”
Upgrades and recommendations inside ServiceTitan work the same way, automatically popping up a possible upgrade for a particular service or making a recommendation to add something that typically goes along with the service you’re providing.
“Again, we're offering the customer multiple options, not an ultimatum,” Sadeghi says.
To set this up, run reports and talk to your techs about the most-requested services, then add possible upgrades and recommendations to those pre-built estimate templates.
“If you know that 90% of the time someone gets service A, they also get these other three things, just add that into the template,” Sadeghi says. “Your technicians can delete things or add things as they need to.”
TitanAdvisor points earned: 3 points—If you complete all sections:
At least 25 pricebook service items have upgrades
At least 25 pricebook service items have recommendations
70% of managed sales and service technicians have added at least five recommendations or upgrades in the last 30 days
TitanAdvisor Win #5: Drive revenue with replacement opportunity tags
How do you know when your customer’s aging equipment needs to be replaced? In ServiceTitan, you can add replacement opportunity tags to equipment types in your pricebook for customers’ equipment that you know is at least 10 years old.
Adding these tags lets your dispatcher, as well as your technicians, know that this particular job could involve equipment replacement, providing a great conversion opportunity to earn more revenue.
“What's nice about these replacement opportunity tags is they'll automatically just go on the job if that equipment is older than whatever threshold you set,” Sadeghi says. “This one's literally, ‘create a tag, go to your equipment types, and put it in.’”
TitanAdvisor points earned: 5 points—If at least 25% of active equipment types have a replacement opportunity tag
Sadeghi offers a final analogy for making the most of your investment in ServiceTitan.
“You bought a Ferrari, which is ServiceTitan. You bought it for the bells and whistles, the reporting, the beautiful visuals on the dashboard, and things like TitanAdvisor. So, it may get lost, especially during busy seasons.
“But when things slow down and you have some time to work on your business rather than in your business, use these tools. You have so many resources at your disposal through Ember Sessions, through these TAD tuneup series. Please use this stuff.
“You bought a Ferrari. Stop driving it like a Camry,” he adds.
>>Learn how to set up each of these TitanAdvisor wins by watching our ServiceTitan TAD Tune-Up Playlist
You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.
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About ServiceTitan
ServiceTitan is a comprehensive software solution built specifically to help home service companies streamline their operations, boost revenue, and substantially elevate the trajectory of their business.
Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us.
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