Episode Overview
ServiceTitan onboarding for exteriors can be complex, but for Andrew Mussio, VP of Marketing and Innovation at WeatherPro Exteriors, it’s also transformative. In a recent episode of the Mastering ServiceTitan podcast, Mussio shares tactical advice and first-hand insights on maximizing adoption and impact of ServiceTitan for exterior remodeling, roofing, or siding companies.
In the following podcast recap, you’ll learn:
How ServiceTitan Phones Pro and Reporting features elevated WeatherPro’s operations
Why you should map out your team’s workflows before onboarding ServiceTitan
How Scheduling Pro alleviates the customer form fill headache
How Tech Aids Growth
Mussio got his start in the trades at A1 Garage Door Service, where he worked in the marketing and technology department from 2017 to 2022—a time of significant growth for the company.
“A lot of it was actually driven by ServiceTitan,” Mussio says. “In the garage door space, ServiceTitan gave us a platform to grow and to be more sophisticated, to improve the customer experience, to improve operations. I see parallels with this and the roofing and exteriors industry right now, which is really exciting.”
A1 was one of the first garage door companies to operate on ServiceTitan’s platform, and WeatherPro mirrored that as one of the first roofing companies to join. With the previous experience, Mussio notes he’s able to see the light at the end of the tunnel.
“When we're onboarding and going through training, a lot of people question, ‘Hey, why are we doing this?’ Seeing the other side is really helpful for communicating to the team members what the benefit is,” Musso says.
Big Impact Features
Before onboarding with ServiceTitan, WeatherPro used another CRM, but it wasn’t giving the results they wanted.
“I tried to set up this wacky phone routing that attributed the marketing campaigns and recordings, and it just did not work well,” Mussio says. “It gave us some good data, but nothing like the seamlessness of ServiceTitan.”
ServiceTitan features WeatherPro finds invaluable include:
Phones Pro: “Being able to listen to recordings—that’s a big deal,” Mussio says. “Previously we did not have that ability, so we'd have to dig into our third-party software. Being able to get away from the ‘he said, she said,’ and if there's a problem, go right into that job file and see what's going on makes a difference.”
Marketing attribution: WeatherPro also finds being able to add tracking numbers to campaigns for attribution to be a game-changer.
Reporting: “If you have a problem or if you're looking to drive efficiency, the data is there to track and be able to improve,” Mussio says.
Scheduling Pro: Instead of having to track down people who submit forms for jobs, Scheduling Pro allows customers to self-book appointments. “We’ve seen an amazing increase in bookings,” Mussio says. “And it’s great for the customer.”
The reporting helps you optimize your business operations. Mussio gives the example of receiving 200 phone calls in a day, with 50% of them being requests for project updates. In this case, you could implement an automation for project updates to reduce your call volume.
“The day we got on ServiceTitan was like a sunrise, and the sun started shining in every nook and cranny of the business,” Mussio says.
The reports can be added to a custom dashboard to view at a glance. You can also assign reports to another user’s dashboard.
“Custom dashboards allowed us to transition a little bit easier from our previous CRM because we were able to make those custom reports follow the workflows a little bit closer to our previous experience,” Mussio says.
Scaling with ServiceTitan
As WeatherPro got comfortable with the tools in ServiceTitan, they decided to open a service and repairs division.
“We're so thankful we've been able to network with some of our larger peers in the ServiceTitan community who told us it was a tremendous opportunity,” Mussio says. “ServiceTitan really allowed us to not only easily set up this department, but have visibility on it. The tracking's there. If we run into problems, we'll be able to see it right away, and we can pivot.”
Prior to running this division, WeatherPro referred out to a handyman service when potential customers needed repairs.
“We joke that we probably bought the handyman a lake cottage with all the business we sent their way,” Mussio says. “They’re probably wondering what happened to their leads. Now we’re taking care of our customers, and it’s a better experience.”
WeatherPro completes the repairs when appropriate, but also has the opportunity to convert those customers into replacements.
“We've already been able to turn quite a few of them,” Mussio says. “We show up and say, ‘We can absolutely repair that. But honestly, that’s not the right way to do it. Here are some options.’ And ServiceTitan gives us the tools to present those options.”
Onboarding Tips
Before going live with ServiceTitan, Mussio recommends mapping out each role in the company to figure out how they need to be set up in the ServiceTitan ecosystem. Map out your workflows too, and be prepared to adjust them a bit.
“With all this power that ServiceTitan has, there’s sometimes going to be a couple extra responsibilities,” Mussio says. “You may have to click an extra button, you may have to log some data here or there. We communicated that to our team early on.”
Mussio also stresses how important it is to set Pricebook up from the get-go.
“There are a lot of resources from ServiceTitan and consultants to help with that,” Mussio says. “If I could go back in time, I’d spend a little more time setting that up right away.”
Specifically, for those in the exteriors business, Mussio says not to shy away from being a ServiceTitan early adopter.
“ ServiceTitan is making a big push for us [roofing and exteriors],” Mussio says. “It's amazing to be on the platform right now and see the investment from ServiceTitan going on in the space.”
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!
Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.
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.
Ready to learn more about what ServiceTitan can do for your business?
