If you’re looking for practical ways to drive revenue in your service business, ServiceTitan’s TitanAdvisor is here to help.
TitanAdvisor provides personalized recommendations to help contractors capture more opportunities, increase their average ticket, follow up on unsold work, and much more.
In this Back 2 Basics Webinar Series, Driving Revenue with TitanAdvisor, we share how to utilize ServiceTitan features to naturally increase revenue with tips from Brittany Burgess, Senior Customer Advocacy Specialist at ServiceTitan.
She explains how to:
Identify upgrades and recommendations to increase upsells and add-ons.
Create estimate templates to quickly offer customers multiple options.
Follow up on unsold work to maximize revenue.
Track results to improve technician performance.
What is TitanAdvisor?
TitanAdvisor is an optional feature that provides customized recommendations to help you streamline and grow your business. Businesses increase their Titan Score as they set up, use, and complete feature checkpoints.
“Titan Score is such an important tool for your business,” Burgess says. “It’s not just a badge of honor. It’s like a consultant.”
Here’s how TitanAdvisor helps users utilize specific features to drive revenue and growth.
Highlight Opportunities with Conversion Opportunity Tags
Conversion opportunity tags identify potential sales opportunities and enable you to monitor a technician’s sales effectiveness.
Contractors attach tags to conversion opportunities and assign the order for how it will show up on the job or dispatch board. For instance, you can attach a conversion opportunity tag to an equipment type of a certain replacement age or older, ensuring technicians know this is a conversion opportunity.
“If an air conditioning system has that conversion opportunity tag and my customer has this system and it’s of a certain age, it’s going to give me that tag,” Burgess says. “It helps my technicians to know if it’s an opportunity or not.”
To easily find this feature, Burgess suggests clicking on “Customize Plan” in TitanAdvisor, typing in “conversion opportunity tags” and selecting it under available features. For this to work properly, contractors must have replacement ages on equipment in their pricebook, and each piece of equipment must have properly labeled equipment types.
Identify Upgrades and Recommendations
Adding upgrades and recommendations reminds technicians to upsell or recommend add-ons to customers when they’re creating an estimate. This could include a specific type of equipment or a membership.
Burgess suggests asking yourself: “What’s the better option? What would be great to go in tandem with that?”
For instance, if it’s a water heater installation, consider suggesting a water shut-off valve.
Instead of adding individual upgrades and recommendations in the pricebook, save time by filtering and editing the main pricebook. Choose from several filter categories, including equipment type, a specific pricebook category, or a particular vendor.
“It’s a quick, easy way to make mass updates,” Burgess says. It’s especially important to update your pricebook to reflect rising prices from inflation and tariffs.
Create Dynamic Pricing Rules
Dynamic pricing is a flexible pricing system that adjusts flat-rate prices based on many factors, such as an after-hours service fee, add-ons, or memberships, to ensure accurate profit margins.
A dynamic pricing rule allows you to set customized parameters for price adjustment. Choose “Create Rule” and select where you’d like the rule applied. You could apply it to your entire pricebook, by business unit, or to a location-specific pricebook. Answer the questions on the screen to set the right price for a particular rule.
“This makes it a lot easier to just do one dynamic pricing rule as opposed to setting one up for every single business unit,” Burgess says.
Dynamic pricing offers individualized modifications, which include:
Add-on: Create an add-on rule to discount a second or third service task.
After hours: Set a rule to automatically add an after-hours service charge for specific times or days of the week. This can be a flat-rate charge, percentage, or a billable rate increase.
Price level: Set a level of difficulty that automatically increases the base price.
Rounding: Round a price up or down to the nearest dollar, $10, or $100.
Build Estimate Templates
Create estimate templates to help your technicians build estimates faster and offer customers multiple options.
To do this, set up your proposal types. Create tiered options, labeling them something similar to good-better-best or bronze-silver-gold. In the estimate template, add service tasks, equipment, material, and discounts and fees. Then, you can drag-and-drop estimate templates for specific types of work into proposal templates to create good, better, and best options.
Once this is done, technicians can generate estimates for customers on their mobile device in seconds.
“You’re saving so much time,” Burgess says.
Showing customers multiple options encourages them to say “yes” to the job in a low-pressure way.
“It’s not just for trying to upsell work,” Burgess says. “You’re also psychologically telling your customer you have a choice. You’re putting more control into their hands. They’re going to feel like you actually care about them and you’re not just telling them what to do.”
Follow Up on Unsold Work
It’s important to follow up on opportunities, but for busy contractors, it’s a task that’s often overlooked. ServiceTitan automates the process to ensure you contact customers at the right time.
ServiceTitan streamlines follow up for:
Unsold estimates
Sold estimates
Surveys
Recurring service events
Expiring memberships
Leads
In unsold estimates, you can see the follow-up status, make notes, and set another follow-up date. For instance, if you’ve contacted a customer and they ask you to call back in a month, it’s easy to set a follow-up date with an automatic notification. Businesses can also allow technicians to follow up on their own opportunities.
Integrate Payments and Financing
Provide customers payment and financing options to boost sales and get paid faster. ServiceTitan’s payments and financing integrations simplify the process.
“You never know if a customer wants to use financing or not,” Burgess says. “You never know if that person just wants the 0% APR so they can boost their credit score a little bit. There’s so many different scenarios. We always want to make sure we’re asking because we do not know what financial situation this person is in.”
ServiceTitan also offers a second-look financing option for customers who were denied financing on the first try.
With integrated payments, businesses can send customers an online payment link and receive payment directly through ServiceTitan.
“This is a game-changer for your customers, especially if they’re not home,” Burgess says.
Implement KPIs to Track Technician Performance
To drive revenue, monitor KPIs relating to technician performance. Reporting Templates Dictionary provides detailed information about the KPIs that matter most to your business.
In Technician Performance, Options per Opportunity shows a technician’s average number of estimate options presented to customers for completed jobs. This enables contractors to pinpoint if a technician needs additional training on presenting more options to customers.
Technician Scorecards show revenue, total job average, and many other performance-related KPIs.
It’s important to remember businesses don’t need to implement everything at once. Prioritize and identify which features will deliver the most success.TitanAdvisor assists you by walking through the steps and ensures you’re using the features correctly.
“Go one at a time and set up the feature, make sure your team is trained on it and they know how to use it,” Burgess says. “Once everything is smooth sailing, move on to the next one.”
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Resources
If you want to improve your Titan Score, or simply learn how to effectively use ServiceTitan features, check out these resources:
