7 Quick TitanAdvisor Wins to Save You Time

Need some quick wins to drive better efficiency for your service business? 

In the next episode of the Mastering ServiceTitan podcast, we break down seven ServiceTitan efficiency wins every business can leverage with Sena Sadeghi, Senior Manager of Customer Programs.

From automating appointment reminders and adopting conditional logic in forms to going paperless and integrating online payment links, Sadeghi shows you how to implement these automations—as well as high-impact features like dynamic pricing and membership billing protection—to save time, protect your margins, and eliminate common business headaches.

Below, we outline the seven quick ServiceTitan TitanAdvisor wins and explain the points and criteria for each to help you drive efficiency for your business. These wins include:

• Automating appointment reminders and connecting with customers through chat

• Going paperless and utilizing conditional logic and Forms

• Using dynamic pricing, preventing membership billing failures, and adding online payment links to invoices

TitanAdvisor Win #1: Automate Appointment Reminders

To avoid no-shows and missed appointments, companies often drive efficiency by sending appointment reminders to customers. But rather than keeping your CSRs tied up on the phone for hours on end, you can set up this process to run automatically.

With ServiceTitan’s Service Scheduling Software, you can send reminders and confirmations to customers via text messaging (SMS) or with an email template, or both. And if your customer needs to cancel or reschedule, they can reply by text or email.

• TitanAdvisor quick win: 4 points

• Criteria: Enable this feature by going to Communications > Customer Notifications > Reminder Notifications

“Whenever we say ‘quick win,’ that means it's a low level of effort to implement, but usually you'll get some nice ROI,” Sadeghi says. “Obviously, this is a huge efficiency gain.”

TitanAdvisor Win #2: Use Chat to Stay Connected with Customers

More customers today prefer to live chat with your business for the convenience and speed of getting immediate answers when seeking customer service or sales support.

“Chat is the way to go, especially in this day and age,” Sadeghi says.

When you implement ServiceTitan’s chat feature, your CSRs gain efficiency by having multiple chat threads open with multiple customers at one time, rather than being stuck on the phone with one customer. For customers, the chat feature allows them to immediately send pictures or videos of their service issue for better communication.

• TitanAdvisor quick win: 5 points

• Criteria: If your percent of chat threads is over 75%, excluding those marked as spam, and including only chats marked as closed or where the last message is outbound by an office user for the last seven days.

“We want to make sure you're monitoring those chats and you're closing those chats if those chats are done. The second part for this specific feature is looking at response times. So, if it's under two minutes, you'll get those full points,” Sadeghi says.

TitanAdvisor Win #3: Go Paperless 

While going paperless is definitely the goal for all contractors, we know it can be a bit overwhelming. To nudge you in the right direction, ServiceTitan makes going paperless a required feature to implement before you can proceed to the next step.

• TitanAdvisor quick win: 5 points

• Criteria: Based on the percentage of managed technicians who took an action in ServiceTitan Mobile over the last seven days.

“What is an action in ServiceTitan Mobile? Arriving at a job, adding invoice items, creating and presenting estimates, collecting payments, and finally completing jobs. Those are all considered actions in ServiceTitan,” Sadeghi says.

TitanAdvisor Win #4: Utilize Conditional Logic in Forms

Conditional logic in Forms means adding content that follows a specific flow, such as if this happens, then that must happen next. Here’s an example:

On ServiceTitan Mobile, the system asks the technician whether they collected payment for the job. If they answer “No,” then the system asks why they haven’t collected payment. The technician must answer before proceeding to the next step.

• TitanAdvisor quick win: 4 points

• Criteria: At least one published Form has published conditional logic rules.

“This, I will say, is the easiest of all the features to implement and get points,” Sadeghi says. “It's four points and the success criteria is truly so easy to get.”

If you’re not sure where to start with conditional logic, check out Titan Exchange for pre-built Forms that you can just go and grab, add them to your account, review them, make your adjustments, and then publish.

It’s also important to get buy-in from your technicians by asking them about their least favorite Forms, then implementing conditional logic into that Form for better efficiency.

“I think everyone is much, much happier, and technicians are more efficient out there in the field,” Sadeghi says.

TitanAdvisor Win #5: Create Dynamic Pricing Rules

Dynamic pricing helps contractors protect their profit margins.

This automation feature lets you set up rules to automatically adjust prices for flat-rate residential services based on billable hours, material costs, add-ons, memberships, and after-hours fees.

“You can set up these rules in dynamic pricing to make sure that your margins are protected the way you want them to be,” Sadeghi says.

• TitanAdvisor quick win: 3 points

• Criteria: Based on the percentage of completed jobs in the last 30 days have items with service calculated using dynamic pricing. For 30%, you get 1 point. For 85%, you get 2 points. To use dynamic pricing rules to set the most accurate prices, linked materials and sold hours must be set up in your pricebook.

Creating dynamic pricing rules may require a time investment, he says, depending on how big your pricebook is and how clearly your categories are defined.

“If you've got a fairly clean pricebook, I would say you could probably do it all in one day, maybe even a little less. But if you've got some cleaning up to do—which might not be a bad thing, by the way, it might be a good thing to look at your pricebook—make sure the services are still relevant, the categories are still relevant,” Sadeghi says.

And if you’re utilizing Pricebook Pro, you should definitely set up dynamic pricing and double check your sold hours, he adds.

TitanAdvisor Win #6: Prevent Membership Billing Failures

Most contractors allow customers to pay with credit cards, especially for recurring memberships where your business saves the customer’s credit card information on file. But sometimes when you bill the customer’s credit card, the payment gets declined for whatever reason.

That prompts your CSRs to start calling customers, which can be very time-consuming and a huge hassle. And the more memberships and credit cards you’ve got saved, the more the problem compounds itself.

To solve this issue, ServiceTitan created a membership billing protection feature, which automatically reviews your saved credit cards and updates them. This feature is not part of the ServiceTitan core package or Pro Products, but it does cost extra, Sadeghi says.

TitanAdvisor quick win: 3 points

Criteria: You have membership billing protection enabled. Set up this feature by going to Paymentsetup@servicetitan.com.

TitanAdvisor Win #7: Add Online Payment Links to Invoices and Statements

Technicians often collect payment from customers on-site, but your business also emails invoices and statements to customers to pay by a certain date. Adding an online payment link into those invoices and statements just gives your customers another way to pay.

“We want to give people the option to pay in so many different ways,” Sadeghi says, and this is an easy feature to implement if you want to get paid faster. 

“All you have to do is go into your settings, go into your email, and you'll see different tabs up at the top for your invoices, your statements, and it's just a personalized token. You just throw that thing into your email template and boom, you're done.”

TitanAdvisor quick win: 4 points

Criteria: This feature requires ServiceTitan Payments, and it’s the percent of invoices, excluding adjustment invoices, for residential jobs with an outstanding balance more than five days old that have been emailed.

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

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

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