HVAC & Plumbing - ServiceTitan for Office Staff Process Template

About ServiceTitan

Introduction

ServiceTitan is a popular field service management software designed to streamline operations for HVAC, plumbing, and other home service businesses. It offers features like scheduling, dispatching, invoicing, customer management, and more.

Why We Chose ServiceTitan

ServiceTitan makes our lives a lot easier and our operations much smoother. Let's go over why this tool is a crucial part of our business operations.

Easier Scheduling and Dispatching

No more back-and-forth calls and sticky notes to figure out who's going where. ServiceTitan offers real-time scheduling and dispatching. The GPS tracking feature will also help us keep track of where everyone is and how close they are to their next job.

A New Level in Customer Relationship Management

I'm excited about the CRM features. Now, we can store everything we need to know about our customers in one place. From service history to equipment they're using, it's all there. Automated follow-ups will also help us stay in our customers' good graces.

On-the-Go Invoicing and Payments

You all won't have to come back to the office to handle invoices anymore. You can do it all from the field. It supports multiple payment options, making it easier for our customers to settle their bills. Faster invoicing equals faster payments!

Inventory is No Longer a Headache

You know how sometimes we run out of parts or realize we're carrying too much inventory? ServiceTitan helps us manage our stock levels better, right from the system. We'll always know when to order more parts.

We Can Up Our Marketing Game

With this software, we can directly target our marketing efforts to specific customer segments. We can offer promotions, seasonal discounts, and service reminders more effectively. Plus, we can actually measure if our marketing bucks are getting a good return.

Analytics That Actually Make Sense

The custom dashboards will help us keep an eye on our performance metrics in real-time. And it's not just company performance; we can also track individual metrics, which will help us identify any training needs or recognize our top performers.

Mobile Accessibility for Everyone

There's a mobile app for technicians, meaning you can access all the job details, customer info, and even the work orders right from your phone. And our customers also get a portal where they can schedule services, view their service history, and pay invoices.

We're Keeping it Secure and Compliant

ServiceTitan offers secure, cloud-based storage solutions. So, you don’t have to worry about the security of customer data. It also comes with features that help us stay compliant with industry rules, which is a load off my mind.

It Plays Well with Other Software

The system will easily integrate with the other tools we are using like accounting and payroll software. It's like the missing piece in our operational puzzle.

Saving Time and Money

At the end of the day, this tool saves us a lot of man-hours spent on administrative tasks. More time means we can focus on what really matters: doing our best work for our customers and growing our business.

Need-to-knows

En Route and Arrival

"En Route" and "Arrival" statuses in ServiceTitan refer to the different stages of a technician's journey to a customer's location. These statuses help track the technician's progress and provide transparency to both the office and the customer. Here's how "En Route" and "Arrival" work in ServiceTitan:

En Route

When a technician is "En Route," it means they are on their way to the customer's location to perform the scheduled service. This status update serves as a notification to both the customer and the office that the technician is in transit.

Here's how it works:

• Technician Updates Status: Using the ServiceTitan mobile app, the technician can change their status to "En Route" when they start their journey to the customer's location.
• Customer and Office Notification: This status change triggers notifications to the customer and the office. The customer receives an update indicating that the technician is on their way. Simultaneously, the office is informed of the technician's progress.
• Transparency and Communication: The "En Route" status fosters transparency and communication. Customers appreciate knowing when to expect the technician, and the office can track the technician's movement.
  

Arrival

The "Arrival" status indicates that the technician has reached the customer's location and is ready to start the service. This status change provides assurance to the customer that the technician is on-site and ready to address their needs.

Here's how it works:

• Technician Updates Status: Upon reaching the customer's location, the technician changes their status to "Arrival" using the ServiceTitan mobile app.
• Customer and Office Notification: Just like with "En Route," changing the status to "Arrival" triggers notifications to both the customer and the office. The customer is informed that the technician has arrived.
• Service Initiation: The "Arrival" status marks the beginning of the service appointment. The technician can proceed to communicate with the customer, inspect the equipment, and initiate the necessary repairs or maintenance.

Technician Notifications

In ServiceTitan, technician notifications play a crucial role in keeping field technicians informed and engaged throughout their workday. These notifications provide timely updates, appointment details, and important communication from the office.

Here's an overview of how technician notifications work in ServiceTitan from a user's perspective:

Appointment Assignment

When a technician is assigned to a service request, they receive a notification through the ServiceTitan mobile app or other communication channels. This notification informs them about the upcoming appointment and includes essential details like the customer's name, address, appointment time, and service description.

En Route Status

Using the ServiceTitan mobile app, technicians can update their status to "En Route" when they're on their way to the customer's location. This status change triggers notifications to both the customer and the office, ensuring that everyone is aware of the technician's progress.

👉 Learn more about how we use "En Route" statuses.

In-app Alerts

The ServiceTitan mobile app provides technicians with in-app alerts or push notifications for various updates. These alerts could include changes to appointment times, additional instructions from dispatchers, or new service requests.

Service Details and Documentation

Technicians can access comprehensive service details, customer history, and notes related to the service through the mobile app. This information equips them with the necessary context to complete the job effectively.

Updates from Dispatch

Dispatchers or supervisors can communicate with technicians directly through the app, sending real-time updates, instructions, or any changes to their schedules. Technicians receive these messages as notifications within the app.

Service Completion and Follow-up

After finishing a service appointment, technicians can update their status to indicate completion. This action triggers notifications to the customer and the office, confirming that the job has been successfully concluded.

Customer Communication

In some cases, notifications might include customer-specific details, such as customer names and addresses. This information assists technicians in communication and navigation.

Feedback and Ratings

Technicians might receive notifications about customer feedback and ratings after completing a service. This feedback loop helps improve service quality and customer satisfaction.

Notification Preferences

Technicians can typically customize their notification preferences within the app. They may choose to enable or disable specific types of notifications based on their preferences.

Real-time Updates

All notifications are delivered in real-time, ensuring that technicians are always up to date with their schedules and any changes.

Integrated Communication Channels

ServiceTitan notifications can be integrated with various communication channels, such as SMS, email, or the ServiceTitan mobile app itself.

Efficient Communication

Technician notifications facilitate efficient communication between the office and field staff, leading to better coordination and service delivery.

Browser Notifications

What happens when your customers try to contact you and you’re not looking at your chat window? That’s where #ServiceTitan browser notifications come in. They let you stay on top of incoming messages even when you’re in another window. Follow these easy steps and you’ll never miss a message again.

🎥 How to enable browser notifications

Administrative Processes

Initiating Customer Inquiries

Here are the steps to initiating a customer inquiry:

1. Login to ServiceTitan: Access the ServiceTitan platform using your login credentials. Make sure you have the necessary permissions to handle customer inquiries.
2. Navigate to the Customer Inquiry Section: Once logged in, locate and click on the appropriate section or module that corresponds to customer inquiries. This could be labeled as "Customer Inquiries," "New Leads," or something similar.
3. Create a New Inquiry: Within the customer inquiry section, you'll typically find an option to create a new inquiry or lead. This is usually represented by a "+ New" or "Add Inquiry" button. Click on this button to start the process.
4. Enter Customer Details: Fill in the necessary information about the customer making the inquiry. This may include their name, contact information (phone number, email address), and any other relevant details.
5. Enter Inquiry Details: Provide a brief description of the customer's inquiry. This could include details about the service they are interested in, the issue they are facing, or any specific requests they have.
6. Assign an Appropriate Status: ServiceTitan often allows you to assign a status to the inquiry. This status helps track the progress of the inquiry. Common status options might include "New," "Pending," "Scheduled," or "Resolved."
7. Select Service Type: Choose the type of service or job that the customer is inquiring about. This could be related to HVAC, plumbing, repairs, installations, etc.
8. Schedule an Appointment (Optional): If the customer wants to schedule an appointment, you may have the option to do so directly from the inquiry. This involves selecting a suitable date and time for the service visit.
9. Save or Submit the Inquiry: Once you've entered all the relevant information, review the details to ensure accuracy. If everything is correct, save or submit the inquiry. The system might generate a unique inquiry or lead number for tracking purposes.
10. Confirmation and Communication: ServiceTitan may provide you with a confirmation message or notification that the customer inquiry has been successfully created. You can use the system to communicate with the customer about their inquiry and any next steps.
11. Follow-Up and Tracking: Utilize the tracking features of ServiceTitan to monitor the progress of the inquiry. You can update the inquiry's status as it moves through various stages, such as scheduling, service completion, and invoicing.

Creating a Service Request

Creating a service request in ServiceTitan involves capturing customer information, details about the service needed, and scheduling an appointment if required. Here's a step-by-step guide on how to create a service request using ServiceTitan.

1. Login to ServiceTitan: Log in to your ServiceTitan account using your credentials.
2. Navigate to the Service Request Section: Depending on your setup, you'll typically find a section or module labeled "Service Requests," "Work Orders," or something similar. Navigate to this section.
3. Create a New Service Request: Within the Service Requests section, you'll likely find an option to create a new request. Look for a "+ New" button or a similar option, and click on it to initiate the process.
4. Enter Customer Details: Fill in the customer's information. This may include their name, contact number, email address, and any other relevant details.
5. Specify the Service Type: Indicate the type of service that the customer is requesting. This could include HVAC repairs, plumbing installations, maintenance, etc.
6. Provide Service Details: Describe the service that the customer needs. Include any specific issues or requirements they have outlined.
7. Assign a Technician (Optional): If you already know which technician will handle the service, you might have the option to assign them at this stage. If not, this can be done later in the scheduling process.
8. Set the Service Date and Time: If the customer has requested a specific date and time for the service, enter these details. Alternatively, you can assign a range of available dates for scheduling.
9. Select Service Priority: Indicate the priority level of the service request. This can help the dispatch team understand the urgency of the request.
10. Add Notes and Attachments: Include any additional notes or attachments that might be relevant to the service request. This could be images, previous service history, or other documents.
11. Save or Submit the Service Request: Review the entered information to ensure accuracy. If everything looks correct, save or submit the service request.
12. Confirmation and Communication: The system might generate a unique service request number for tracking. You can use the system to communicate with the customer about the request and any next steps.
13. Dispatch and Scheduling (If Applicable): Depending on your workflow, the service request might need to be dispatched to a technician. If not done earlier, assign a technician to the request and communicate the scheduled appointment.
14. Follow-Up and Tracking: As the service request progresses, you can update its status within ServiceTitan. Keep the customer informed about the appointment and any changes.

Scheduling and Dispatching

Scheduling and dispatching with ServiceTitan involves assigning technicians to service requests, managing their availability, and ensuring timely appointments.

Here's a step-by-step guide on how to schedule and dispatch using ServiceTitan:

1. Login to ServiceTitan: Log in to your ServiceTitan account using your credentials.
2. Navigate to the Scheduling/Dispatch Section: Look for a section or module labeled "Scheduling," "Dispatch," or something similar. This is where you'll manage technician assignments and appointments.
3. View Service Requests: In the scheduling/dispatch section, you'll likely see a list of service requests that need to be scheduled. Select the relevant service request you want to schedule.
4. Assign a Technician: Assign an available technician to the service request. You might have the option to choose from a list of technicians based on their skills, location, and availability.
5. Check Technician Availability: Before finalizing the assignment, ensure that the selected technician is available during the requested appointment time. ServiceTitan might show the technician's existing appointments.
6. Set Appointment Date and Time: Specify the appointment date and time for the service. If the customer has requested a specific time, try to accommodate it if feasible.
7. Add Service Details (Optional): Include any additional information relevant to the technician or customer, such as specific instructions, job notes, or attachments.
8. Confirm Technician Assignment: Once the technician's availability is confirmed and the appointment time is set, confirm the technician assignment for the service request.
9. Update Status: Change the status of the service request to indicate that it's been scheduled and dispatched. This helps keep track of the progress.
10. Notify Technician: The assigned technician will receive a notification through the ServiceTitan mobile app or other communication channels, informing them about the appointment details.
11. Notify Customer (Optional): If desired, use ServiceTitan to notify the customer about the scheduled appointment time. This can be done through automated notifications or direct communication.
12. Monitor Technician Status: Keep an eye on the technician's status within ServiceTitan as the appointment time approaches. This helps ensure they are en route and on schedule.
13. Reschedule or Update as Needed: If there are changes to the appointment, such as rescheduling or updates from the field, make adjustments in the scheduling/dispatch section.
14. Track and Record: Use the system to track the appointment's completion status, record any notes or services performed, and ensure that the service request is properly documented.
15. Follow-Up and Feedback: After the appointment, ServiceTitan can be used to follow up with the customer for feedback and to ensure their satisfaction with the service provided.

🎥 Thirsty for more? See these seven game-changing dispatching tips!

Clocking In & Out

Clocking in and out for office staff using the desktop version of ServiceTitan is essential for tracking work hours and managing personnel.

How to clock in

1. Launch ServiceTitan: Open your preferred web browser and log into the ServiceTitan software
2. Navigate to Dashboard: You should initially land on the home screen or dashboard, which provides an overview of various functions and statuses.
3. Locate Time Clock Option: Find the "Time Clock," "Clock In," or similar option. This might be accessible from the sidebar menu, a dropdown from your user profile, or a specific 'Human Resources' or 'Personnel' tab.
4. Select Clock-In: Click on the "Clock In" button or icon. You may be asked to confirm or provide additional information such as your location or the specific job/task you will be working on.
5. Confirm and Verify: Confirm that you want to clock in when prompted. After successfully clocking in, you should see a confirmation message or a timestamp indicating your clock-in time.

How to clock out

1. Return to Dashboard: If you’re not already on the home screen or dashboard, navigate there.
2. Locate Time Clock Option: Just like when you clocked in, find the "Time Clock," "Clock Out," or a similarly labeled option.
3. Select Clock-Out: Click the "Clock Out" button or icon. You may be asked to provide additional details, such as end-of-day notes or a confirmation of your work location.
4. Confirm and Verify: Confirm that you wish to clock out when prompted. Upon successful clock-out, you should see a confirmation message or timestamp indicating your clock-out time.
5. Review Hours: Some versions may allow you to review your total worked hours for the day, week, or other time periods. This is a good practice to ensure your time has been accurately recorded.
6. Log Off: If you're done for the day, don’t forget to log out of the ServiceTitan software for security reasons.

Billing Processes

Setting Up Dynamic Pricing

With dynamic pricing, all of your pricebook prices will automatically stay up to date based on the pricing formula you assigned. No more manually updating your prices when costs go up or billable hours change! It also allows you to charge differently for after-hours jobs or add-on tasks. And you can even create pricing levels to give your team the flexibility to charge more or less depending on the situation, without giving them full control to edit pricing!

🎥 More on what dynamic pricing is and how to set it up

Collecting Customer Payments

Collecting payments is a critical aspect of any business, and ServiceTitan offers various tools to make this process streamlined and efficient. Though the exact process may differ depending on the ServiceTitan version and your company's specific configurations, here's a general guide for collecting customer payments as an office staff member using the desktop version of the software.

How to collect customer payments

Step 1: Navigate to the Customer Profile or Job

Use the search feature or dashboard to locate the customer profile or specific job for which you intend to collect payment.

Step 2: Access the Financial or Billing Section

Once you're in the customer profile or job details, find and click on the "Billing," "Financial," or "Invoices" tab to view the financial details related to that customer or job.

Step 3: Locate the Invoice

Find the invoice for which you're collecting payment. This is usually listed under the "Pending" or "Due" section in the billing tab.

Step 4: Open Payment Interface

Click on an option like "Receive Payment," "Collect Payment," or something similar to initiate the payment process. This should open a payment interface.

Step 5: Enter Payment Details

Fill in the payment amount and choose the payment method (e.g., credit card, check, cash). You may also have the option to enter payment details like check number, authorization code, etc.

Step 6: Apply to Invoice

Make sure the payment is being applied to the correct invoice(s). ServiceTitan usually auto-selects the invoice you initiated the payment process from, but double-check to be sure.

Step 7: Optional – Add Notes

If necessary, add any relevant notes or comments regarding the payment. This is useful for providing context or additional information about the transaction.

Step 8: Confirm Payment

Once you've filled in all the necessary information, click on the "Confirm," "Complete," or "Submit Payment" button to process the payment. You'll usually see a confirmation message or screen indicating the payment has been successfully collected.

Step 9: Provide Payment Receipt

ServiceTitan usually offers an option to email or print a receipt for the customer. Choose the appropriate option based on your customer’s preference.

Step 10: Update Customer Profile or Job History

It's a good practice to update or make a note in the customer profile or job history indicating that a payment has been collected, especially if there are multiple payments or complex billing involved.

Step 11: Confirm Payment Status

Return to the "Billing" or "Invoices" tab to confirm that the invoice status has been updated to "Paid" or something similar.

By following these steps, you should be able to effectively collect payments from customers using the desktop version of ServiceTitan. Always adhere to your company’s specific guidelines and procedures when handling financial transactions.

Creating Invoices

Creating an invoice in ServiceTitan as an office staff member using the desktop version is a common task that helps ensure smooth billing and accounting procedures.

To create an invoice

Step 1: Navigate to the Job or Customer Profile

Use the search function or the dashboard to find the specific job or customer for which you need to create an invoice.

Step 2: Access the Job Details

Once you locate the job or customer, click to open the "Job Details" or "Customer Profile" screen.

Step 3: Find the Invoice Option

Look for an "Invoice," "Billing," or similar tab within the job details or customer profile. Click on it to access the invoicing interface.

Step 4: Create New Invoice

Click on the "New Invoice," "Create Invoice," or similar button to start the process. This will usually open a new invoice form or template.

Step 5: Add Billing Information

Fill in the billing details, such as customer name, address, and contact information. In most cases, this information will automatically populate from the customer profile.

Step 6: Add Job or Service Details

Add line items for the work performed, parts supplied, or services rendered. You may have the option to select from a pre-configured price book or manually enter these details.

Step 7: Add Taxes and Discounts

Apply any applicable taxes or discounts to the invoice. This is often done through dropdowns or entry fields in the invoice form.

Step 8: Review the Invoice

Before finalizing, review all the details to make sure they are accurate. Check that the total amount, line items, and customer details are correct.

Step 9: Save or Generate the Invoice

Click on the "Save," "Generate," or "Create" button to produce the invoice. You may have the option to preview it before finalizing.

Step 10: Send the Invoice

Once generated, you usually have the option to send the invoice directly to the customer via email or SMS from within ServiceTitan.

Step 11: Log the Activity

It's good practice to make a note in the job or customer history that an invoice has been generated and sent. This helps keep everyone in the loop and ensures that the billing process is transparent.

Step 12: Confirm Receipt and Payment

If your version of ServiceTitan allows for it, you can track when the customer views the invoice and when payment is made. Make sure to update the job or customer profile accordingly.

Communication Processes

Communicating With Customers

In ServiceTitan, customer communication is an important function that's made easier through the platform's integrated features.

Sending an Email

1. Navigate to Customer Profile: Use the search function or navigate through the dashboard to find the customer profile you wish to communicate with.
2. Select Communication Option: Look for a "Communicate," "Contact," or similar tab within the customer profile.
3. Choose Email: Select the "Email" option to open a dialogue box or an integrated email interface.
4. Compose Email: Type out your email message. Some versions of ServiceTitan offer templated messages for common scenarios.
5. Send: Once your message is ready, click "Send" to deliver the email.
   

Sending a Text Message (SMS)

1. Go to Customer Profile: Locate the customer profile using the search function or by navigating through the dashboard.
2. Find Communication Option: Within the customer profile, locate the "Communicate," "Contact," or similar tab.
3. Choose SMS: Select the "Send Text" or "SMS" option.
4. Compose Message: Write out your text message. ServiceTitan may offer predefined message templates for typical communications.
5. Send: Click "Send" to send the text message to the customer.
   

Making a Phone Call

1. Access Customer Profile: Find the customer profile you need to contact.
2. Select Communication Tab: Look for a "Communicate," "Contact," or similar tab.
3. Choose Phone: Click on the "Phone" or "Call" option.
4. Dial or Connect: Some versions of ServiceTitan are integrated with VoIP systems, allowing you to make the call directly from the platform. If not, you may need to manually dial the customer's phone number.

Confirming Appointments

1. Locate Job or Appointment: Navigate to the upcoming jobs or appointments list.
2. Select Appointment: Click on the specific appointment you need to confirm.
3. Find Confirm Option: Usually, there's an option for confirming the appointment through a button or dropdown menu that says "Confirm," "Status," or something similar.
4. Send Confirmation: You may have options to send confirmation via email or text. Select your desired method and send the confirmation.
   

Logging Customer Communication

1. Record Interaction: After any form of communication, it's advisable to log it in the customer’s profile under the "Notes," "History," or similar section for future reference.
2. Sync or Save: Ensure that all the communication logs are saved and synced, so they are available for other team members to view.

Communicating With Technicians

Internal communication is vital for the seamless operation of any HVAC or plumbing company. In ServiceTitan, there are features that facilitate communication between office staff and field technicians. Here's a general guide for how you, as an office staff member, might chat with technicians or coworkers using the desktop version of ServiceTitan.

To communicate with field workers

Step 1: Navigate to the Dashboard

Start by logging into your ServiceTitan account and navigating to the main dashboard.

Step 2: Locate the Communication or Chat Feature

Look for the communication or chat feature on the dashboard. This is usually symbolized by a chat bubble icon or may be listed under a "Communications" or "Team Chat" tab.

Step 3: Select the Technician or Coworker

In the chat interface, you should see a list of technicians or coworkers who are also logged into the system. Select the person you wish to chat with by clicking on their name.

Step 4: Start Chatting

A chat window should open where you can type and send messages. Type your message in the text field and click on the "Send" button or press "Enter" to send it.

Step 5: Attach Files or Photos (if needed)

If you need to share documents, pictures, or other files, look for the attachment icon (usually a paperclip or similar). Click on it, and select the file you want to share, then click "Send" or "Upload."

Step 6: Use Predefined Responses (if available)

Some versions of ServiceTitan may offer predefined messages or quick responses for common scenarios. Use these when appropriate to save time.

Step 7: Close or Minimize the Chat

Once your conversation is complete, you can either close the chat window or minimize it for later use. Some systems may automatically save the chat history.

Step 8: Log or Document Important Conversations

For important conversations that may need to be revisited later, look for an option to save or log the chat. This is sometimes available as an option within the chat interface or may need to be manually documented in the technician’s or customer's profile.

By following these general steps, you should be able to easily communicate with technicians and coworkers directly within the ServiceTitan platform. This enhances real-time coordination and keeps everyone on the same page, improving efficiency and customer service.