Boost Efficiency: Master ServiceTitan Dispatch Board Messaging

Hey everyone, my name is Ashley and I'm one of the facilitators here at Service Titan for our customer programs team. We are the team of the Fire signs, which you guys know. We host Ignite Sessions, Ember Sessions and Spark Sessions. And I want to welcome you guys to another video of our TAD Tune up series. Previously, Sina kicked us off telling you what the TAD tune Up series is going to entail and and each video we're going to touch on key features in Titan Advisor, give you a little bit of information on it, tell you how the feature works, tell you how to collect those points and give you some tips and tricks along the way. And today I actually get to talk about one of my favorite features which is messaging our text from the dispatch board. Huge win that people do not take advantage of enough. I would suggest we still have people from the company texting technicians when realistically we're creating a gatekeeper and we can actually send those message from the service Titan dispatch board, collect some points for Titan Advisor, but also keep our team in the know. So it's not just going to one person's cell phone. Anybody from the office can log in, look at the dispatch board and see that message back and forth. So let me share my screen here. We're going to go ahead and kick off, show you what that looks like. Super easy feature, easy win. Let me get my screen up and running. All right, so you guys can see my service Titan dashboard, my landing page. We're actually going to go up here, our top right hand side to our favorite rockets ship. In our rocket ship, it's going to pull up our Titan Advisor. An easy way for you guys to search for this feature would be to customize your plan and I can just start typing message here. It's going to pop up. There's two Titan Advisor features. One is message technicians from the dispatch board and the other one is send a mass message to all of your technicians. Today we're going to talk about messaging your technicians from the dispatch board. We see it's a quick win, which we love. Little effort with huge ROI and it's worth two points. That's one way to easily search it. I'm going to go back actually to my main Titan Advisor screen and we're going to pull up our job booking and dispatch and I'm going to show you where this lives in the business section under my acceleration stage. Here we see, here's our feature message technicians from the dispatch board. Mine's showing incomplete. We already know there's Two points on the line and it's a quick win. Once I click on this, the top is going to give me an about. This is going to tie to your business goals. This feature is going to help me increase efficiency when you're messaging your technicians directly from the dispatch board. This is going to let us communicate with them without having to leave the dispatch board when all in all, it's going to improve overall communication and efficiency with the office side and the technician side. You'll see a great little video here, a gif, gif, whatever you want to call it. But this is a great idea of how the feature works and because this is a low level effort, right, A quick win. There's only a couple items that we need to get started to set this up. So in my what to set up, we need to set up an outbound text message messaging. Once we set up an outbound text messaging, you can send text messages to technicians from the dispatch board, making it easier to quickly send key information to your team. Think about all of the times that we send them a text from our phone to give them an update about a job. Same exact concept, but we're doing this inside Service Titan. My success criteria here is all we have to do is add a default SMS number. We need to make sure that's set. I also appreciate this. It's going to tell me about how much time this is going to set up. Sometimes we get into features, we think it's going to be super quick and it actually takes a lot of time. So this one's saying it's about a five minute estimation and you'll notice here I have a get started button which is nice. Once I click this, this is going to take me directly to the page where I need to start using this feature. From here you're going to see it open up in my settings takes me directly there and we need to make sure that set forwarding number is there. Set outbound SMS and we can click back to that feature and say, what are we looking for? A default outbound SMS is set. So it's nice to have these because you can bounce between the windows to make sure that we're setting up the correct item. So we would go here and we would have that outbound sms. So we're good to go. We have that set up. We go back to Titan Advisor. Our second thing to set up is add a mobile phone number to our technician profiles. We know that we can get this set up by going to our settings and our technician profiles. Technician profiles include their mobile phone number which allows you to send them a text message directly from the dispatch board. Success criteria, again, super small. At least half of my technicians have a valid phone number. Inside Service Titan, I show mine's incomplete. A quick five minutes to get this set up. I have another get started link here. So if I click this, this is going to take me directly to the page where I can start implementing this feature. Another way for you to do that would be to go to your settings up here under people my technicians. And under my technicians. I'm going to use Ara as one of my technicians here. I would hit the edit button and as I scroll down, we would need to make sure that ARA has a phone number in play. This is going to give us the ability to send them that message. So if I go back to my Titan Advisor feature, at least half of our technicians have to have a valid phone number. Easy win. We're going to get that set up. But now let's talk about how to use how to use send a text message to technicians. You can quickly send your technicians a text message from the dispatch board which we've been talking about. For example, you can send important notes about upcoming weather road closings and more. This is going to be really important for you guys to read what we're measuring. What do I need to do to get credit for these points? And this one is a little tricky. Percent of your dispatchers users with a dispatch role. I have a lot of customers say we send them messages all the time, but I'm not getting credit. And we want to make sure that the people with the dispatch role are actually using this feature. This is going to help you guys get those points for this feature. So what we're measuring percent of your dispatcher users with the dispatch role who sent a text message to a technician from the dispatch board in the last 30 days. So there's a couple things here that we want to make sure that 30 days they sent the message to that, that technician with a dispatcher role. Down here you're going to see where your team is graded. So if I have over 30%, I'm going to have one point here and over 80% we're going to have two points. I also have another get started link which is going to take me directly to that dispatch board. But let's see this in play. We already saw the great video up here of what this looks like. But I'm going to go to another account here and I am at my dispatch board, you see, I'm at my Dispatch board for today. I have a couple jobs on the board. I have John Richards, I have Jack Sparrow. And going back to that feature, what is important information that we want to tell our team, Maybe there's some issues with the weather. Hey, please be aware, you know, there's a storm coming, maybe there's a road closure, there's an accident. I can hover over any of my technicians here and I can send a message to Johnny just by clicking his picture. And then you're going to see that I can send message. This is great because I can send a message to them directly. Maybe I want to have you call the office before your next job. Once I send this out, you're actually going to see this pop up on the right hand side. This is how we are keeping the whole team in the know and keeping communication opened. Now anybody can go here, see the chat history. They're going to see the user, which is me. Abiodemo says me here, this message went to Johnny. And what is the message? Call the office before your next job. And the reason why I say it's a better way to send messages to our technicians in the dispatch board because let's say Johnny just texted the dispatcher straight away, we're creating a gatekeeper. Nobody's in the know with this feature, so, so now anybody can come in. Know the message that I sent to Johnny, if I have to step away, if I get busy, if I go to lunch, and then when Johnny responds, it's going to pop up here. So you're going to be able to see that chat thread back and forth between that technician and the office. Whoever's sending that message, somebody can easily click on here again, send another message to Johnny. Or the other really cool feature that you can do is if a technician was dispatched, let's dispatch them to this job. Right click this. I'm going to dispatch all technicians. I have two technicians going to this job. You see, Obviously that updated. But now whenever I click on Anthony's profile to send him this message, you'll see here, this box at the bottom. Attach this message to the technician's current job. So I can say, hey, maybe the gate code. The customer just called, forgot to update the gate code and the gate code has been updated. It's 1, 2, 5, 4, 6. Whatever it is, I can put this in here, send this directly to the technician. And now it's going to attach to that technician's job. So there's multiple ways to send this message. We still see it pop up over here in the chat history. So if the technician calls back, anybody can answer the phone and help that tech out. Or whenever the tech responds back to this text message, all we do is go in here and respond. So easy win. That has huge roi. We're not having any more gatekeepers. We're over communicating, and we're keeping everything in Service Titan. So my team is in the know always. Hopefully you guys liked this. Tad, tune up. If you have any questions, let us know and I'll see you guys in the Service Titan universe somewhere. Bye. Have a good one.