Erica Jeffries from ServiceTitan shows how to capture email addresses during job booking using Titan Advisor, a feature that tracks best practices and awards points. Getting email on over 99% of bookings earns five points and builds customer data for marketing and confirmations.
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Hi there, folks. Welcome to another TAD tune-up video. My name is Erica Jeffries. I'm on the customer programs team here at ServiceTitan, and thank you for joining me today. We're going to be talking about the feature that is capture email addresses to connect with customers. Now, just a reminder, what is TAD? What is Titan Advisor? Titan Advisor is the rocket ship icon in the top right-hand of your screen. It is essentially a business best practice guide business partner, like a software inside the software that organizes different features inside of ServiceTitan, shows you different how-to set up steps, and then also assigns points based off utilization as you go through Titan Advisor. And as you are using ServiceTitan as a software, your Titan Advisor score will be reflective of not only your software health but also of your business health. So it becomes its own KPI that you can monitor and use to really measure your business. Okay, so I'm going to share my screen and we are going to go into that rocket ship icon at the top right together. I am in Titan Advisor right now. You're gonna see that in my Nightmare demo account, I have 23 points. You folks will likely be higher than that. Um, but we are going to go to the business section that is job booking and dispatching. We're gonna stay in this launch tab and we're going to scroll over to the capture email addresses to connect with customers. You folks are going to notice that there's this kind of stopwatch, like purple stopwatch here. This indicates that this is a quick win feature. So low effort, low setup, low investment of time to start using this feature, but high ROI. So I'm going to click on it and this beautiful popup pops up and tells us a little bit about the feature. So essentially what we're looking to do here is make sure that we have email addresses on file for our customers. Now, why do we want our email addresses? Want to be able to contact these people, right, and communicate with them, whether it be for marketing efforts, any other customer communications, job booking confirmations, invoices, estimates, all of that kind of stuff, right? Now, having these email addresses and capturing them to connect with our customers, the effective KPI is going to be our conversion rate. This is for all customer types, so residential service and replacement, resi construction, commercial service and replacement, and commercial construction. This photo here is just showing us an email address on a customer. We are going to do it together from the call booking screen as well. As we scroll down, there actually isn't any setup steps for this feature. It is a purely utilization-based feature. I call this a sweet, sweet how-to-use point feature, so It is measuring the percent of jobs booked in the last 30 days with an email address for either the service location or the bill-to customer. So it's looking at either or, and if it's over 99%, you're going to be getting 5 points, and 5 points is a lot in Titan Advisor. So I did duplicate my tab just to be on the call screen so I can show you this. You might also have it be titled the booking screen depending on your account configuration. So I'm going to create a new customer right off of this screen, and I am going to add a location, a street address. Awesome. As I scroll down, what we're looking for is we want to have an email in here. So I am going to add My Surface Titan email. As I scroll down, we have our other setup pieces for any customer, and I'm hitting Create Customer. Oop, I forgot a step. We're looking for type. I'm a residential customer in this case. I'm going to hit Create Customer. Now, as this is creating the customer, if I go to look at this new client or customer in the system, what we're going to notice is that this email is here. Okay, we can add additional contact methods as well, but we are looking for the contact methods to be email. Now remember, this is for either the— and we'll pull back to here— the service location or the bill-to customer. Okay, so this is the bill-to customer. We want to make sure that in our account, if we want to get those 5 points, that the percentage of jobs booked in the last month with an email address on the service location or the bill-to customer is over 99%. Thank you so much for joining me for this very quick Titan Advisor feature. I hope everyone has a lovely rest of their day and we'll see you for the next one.
