Automate appointment confirmations and reduce no-shows | TAD Tune-Up Series

Hi everyone, my name is Samantha from the Customer Programs team and I'm here today to bring you another TAD tune-up. And today's tune-up is going to be about confirming appointments. So let's go ahead and jump into ServiceTitan. Let's jump into TitanAdvisor to learn more about this feature. So let me go ahead and share my screen and let's just hop right in. All right, so as always, when we're trying to get to TitanAdvisor, we're going to come up here to the upper right-hand corner of our screen and we're going to click into that rocket rocket ship icon. And that will bring us here to our Titan Advisor overview page. And from here, we're going to move over to the customer communications business section. Not much happening here on the launch tab of customer communication. So what we're going to do is we're going to move over to acceleration. And what we're going to be looking for today is automatically confirm booked appointments. And right off the bat, before we even click into this, we can see that it is a quick win, which as a reminder, a quick win is a feature with one, uh, that requires a low level of effort to implement yet provides significant ROI. And we've got 4 points attached to this. So we're trying to grow our score, but we're not utilizing this feature. This might be a good one to look into. So let's go ahead and click into this and learn more. So for automatically confirm booked appointments, what we can see here is this is a feature that was designed to provide exceptional service as well as increase efficiency. Might be good for our ServiceTitan customers who provide service and replacement services for residential and commercial customers. And sending automatic booking confirmations to your customers will lead to them being more likely to remember that they have an appointment and more likely that they'll be available for your appointment. You'll also let them know that they're officially in your system and that their job is scheduled. And the effect KPIs for this is going to be higher customer satisfaction rating, which who doesn't want that, and a lower no-show percentage. So there's 2 areas that we need to address for this particular feature here. The first we are going to have a look at is what to set up. And this one's pretty straightforward. All we're looking for here is that we enable booking confirmation text notifications. With booking confirmations enabled, after a job is booked, a confirmation SMS is sent to your customers. And the success criteria for this particular step to be marked as complete is to simply enable booking confirmations. Let's go ahead and hop into settings and we'll talk how we can make sure that is enabled. So I'm going to head over to my settings in ServiceTitan. And we are here in customer notifications. And what we're going to be looking at specifically today is going to be the booking notification. So I'm— or excuse me, booking confirmation. So I'm going to go ahead and click into that. And what TitanAdvisor is looking for specifically is that we have text notifications turned on, though I do want to highlight here that email is also available. To enable text notifications, we just want to ensure that this toggle over here on the right is switched to on. And then down here at the bottom, this is going to be the content of the text message that is sent out. Now, if we need to make any changes to this particular message, we can hit Customize here. We can update any wording that we would like. We can pull in any of these personalized tokens to bring in business unit, customer, or job-related information. I'm going to go and pull in job start time. If we want to preview our edits, we can do so here. And of course, if we're happy with those changes, we can just hit save in the upper right-hand corner of the screen, and that will update our text booking confirmations. Another thing I want to call out here is under settings. If you would like to exclude sending confirmations out to specific business units or job types, you have the ability to do so. And then down here at the bottom, what this will allow you to do is it will allow you to by default check or uncheck the Send Booking Confirmations checkbox on the call booking screen. So if by default you want this turned on, you can select Yes. And if by default you want this turned off, we can select No. And that's it. That's all it takes in order to get your booking confirmations turned on. A quick pro tip I want to call out while we are here in our customer notification settings. I'm going to head back to the notifications overview. Is that if you want your customers to get in on this confirmation game, you can also turn on automated job confirmations in your reminder notifications. I'm going to go and click into that. What this will allow for is when you send out a reminder tech message to your customers ahead of their appointment, you can add a reply to confirm. Personalized token that will show up as Reply C to confirm for the customer's message. And if they reply C, that will automatically confirm their appointment. You just want to ensure that this is enabled here in the automated job confirmations via text section. And what that will look like on the dispatch board is if a customer replies C to confirm, If I come up here to the dispatch board, it will turn that appointment bubble here a darker blue. So we can see visually on the dispatch board that that customer has confirmed. All right, so that's all the settings that we need to have a look at. So I'm going to head back over to Titan Advisor. We— what to set up has been addressed, so let's look at how to use. And under how to use, also Titan Advisor is looking at is, are we sending booking confirmations? As you book new jobs with customers, you can enable the job notifications toggle to automatically send the customer booking notifications. And when you book a job, make sure that that job notifications toggle is enabled. And what's being measured here is the percentage of jobs booked in the last 30 days for which a booking confirmation was sent. If you're at over, over— if you're at over 66%, you're going to get all 4 of those points that are available. And you will get that green dot next to this feature. And that's it. That's all we're looking for. Now, before I close out and wrap this up, there is a couple things I do want to point out with regards to toggles and checkboxes. So first, I want to head over to the call screen. So I'm going to go ahead and click into calls here. The default send booking confirmation checkbox that we kind of addressed in our settings is going to live here. So this is either going to be checked or unchecked by default based on those settings that you select. And then for job notifications, I'm going to head over to the dispatch board. Let's find us a job here. I'm going to go ahead and click into this one. We want to ensure here on the job record that our job notifications are turned on. So things like confirmations, reminder notifications, dispatch notifications, et cetera, are being sent for this job. And that's it. That's how you can ensure to automatically confirm your job or your appointments. I thank you so much for your time. Thank you guys for watching, and we will see you guys in the next one. Bye-bye.