TOOLS TRADE REVIEW OF THE
By: ToddWilliams
“Looking to the system for correction and proposing all possible solutions if something is not working.”
Service Titan offers great reports for coaching your team, but the old adage “garbage in/garbage out” still holds true. The importance of having the correct settings in place cannot be stressed enough. Below are some Frequently Asked Questions discussed at Homecoming. My advertised phone numbers have been ported into ServiceTitan. Why? When your phone numbers are ported and ringing through ServiceTitan, you are maximizing your Marketing Scorecard which allows you to see how well certain phone numbers and campaigns are doing for you. Porting also allows you to know how many calls came in during a specific timeframe and to know how many of those calls were answered and then booked as a new job. My office professional is booking new jobs and is correctly assigning the Business Unit (class code) as well as the correct job type and verifying the marketing campaign. Why? If your office professional is not correctly assigning the business unit on new jobs, this will impact your reporting/ tracking ability to determine how well your company is doing in specific areas of the business. I am using ServiceTitan to track my technician’s time on jobs and non-job appointments such as teammeetings. Why? Time tracking allows you to run reports such as the Big Board, timecard detail, and job costing. I am tracking all of my estimates including new system estimates inside of ServiceTitan, even when the customer does not wish to purchase the system or perform the recommend repairs. Why? Tracking all estimates inside of ServiceTitan allows for easier visibility for future work to be performed. It also allows the service professional to email the customer a copy of the recommend repairs for reference when the customer is able to have the repairs performed. My technicians are using the “SE – System Enhancement” category task codes when they selling an add-on / upgrade accessory item. For all other accessory repairs, they are using the “Accessory” category task codes. Why? For the accessories to show up on the Big Board report, you must use the “SE” category task codes. An example of SE versus AC would be replacing a thermostat. If it was replaced because the thermostat was broken, then you would use the AC task; but it if was replaced because your technician upgraded the thermostat to a newer model, you would use the SE task. It is important that everyone on your team knows when to use the SE task codes. If you do not have “SE – System Enhancement” task codes, please work with Shannon West (shannon.west@dwyergroup.com) or Noel Tarter (noel.tarter@ dwyergroup.com) to have these task codes added to your price book.
When a technician needs to turn over a replacement lead to my Comfort Designer, my office professional is using the button “Lead” to book a new job for the replacement estimate. Why? When the replacement estimate is booked as a lead from another job, this triggers the Lead information to populate on the Big Board. Also, by using the lead button, you have the ability to run another helpful report called Sales Tracking Details. When a new comfort design system is sold, I am using the designated task codes for system replacement. These task codes begin with “10”, “11”, “12”, “13”, “14”, “15”, “16”, 17”, “18” as well task code “991005”. Why? For the visibility of replacement dollars sold on the Big Board, the correct task codes will need to be entered on your invoices. If you are currently using category “SS – Split System Options” this will need to be converted to category “10”. I am using the Recall button on the job to indicate that a technician is returning to a job that has been previously been completed. Why? Recall jobs are not counted as jobs ran on the “Customer Service Indicators” (red) side of the Big Board as your technician does not have the expectation of making a new repair or recommended repair sale.
Campaign Tracking Numbers can be purchased direct via ServiceTitan or numbers can be ported into ServiceTitan from your current carrier. Porting numbers does require further action. Please contact 254-405-6757 to begin.
When booking a new job, it is important to select the correct Business Unit, Job Type, and Verify the Marketing Campaign.
AIRE STREAM ® | EDITION 1
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