ServiceTitan Pantheon 2019 In 25 Minutes!

What's going on, everybody? It's Richard Coburg here, the boot collar nerd. I'm just finishing up packing up my bag because today I fly out to California for Pantheon Service Titans Unit Conference event. This is my first time going to this event, so I figured I'd take you guys along and let's see what this thing's all about. Trying to look at my underwear? You freak. Sam. Okay, I've hopped off the plane at lax. I've got my dreams. I've got. I've got my cardigan. Check out the view off of the hotel balcony, huh? Pretty nice. Pretty nice. I'm gonna stop showing you because I'm holding my phone very precariously off the edge of the balcony. I don't like it. Service Titan very graciously provided us with this little goodie bag here. I've not looked inside yet, so let's see what we got. All right. IPad. IPad. Come on. IPad, iPad. IPad. Aw, I'm just kidding. Alright, Got a little. Got a little fan. Keep it cool. Oh, and they've provided batteries, but they didn't install them. That's nice. But if the batteries were installed already, that would have really blown me away. Download our app. I haven't downloaded the app. Come on, little notebook. Okay, Sunscreen. That's important. Gotta wear some sunscreen every day. Every day. But I'm just gonna be inside. I'm just gonna be at the. Wear the sunscreen. Wear sunscreen every day. Is this drugs? I think this might be drugs. Service titan. I didn't know it was that kind of party. Service titan. I didn't know it was that kind of party. They also gave me this. Now, this I have opened already. This is a nice little, like, toiletry bag. And then inside of it is this thing which if you pop it open, it's a toothbrush and a little toothpaste for when you have emergency stank breath. It doubles as a puzzle for idiots. Because it took me a very long time to figure out how both of these things fit in here. See, the secret is. Hang on. I've got to hold the camera between my legs for this. It's not that weird. Stop it. It's not that weird. Okay, hang on. See, what you gotta do is you gotta take the toothpaste, you gotta put it knob side down in the little neck area of the brush, and then you gotta put all of that back into the tube. It took me an embarrassingly long time to figure that out. Alright, I'm gonna take a minute and I'm gonna go ahead to a meetup, and I probably won't be filming during that. So I will see you tomorrow for the first day of the conference. And I'm late. SAM SA all right. Day one was a success. I'm extremely tired. It's only like 9pm but something, something time zones. I'm going to go back to the hotel, I'm going to get some sleep, and I'll see you tomorrow. Oh, wow. It's tomor. Welcome to Pantheon, Mandy.

That's what I did to say.

When I started in this industry. I thought I would never, you know, spend my whole life working in the trades.

I was pretty sure I didn't want.

To spend my whole life working in the trades.

But now, after 20 years of working in them and seven years of being a partner in my own H Vac company and all the experiences I've had with all the employees now, now I'm certain I don't want to spend my whole life working in a trade. Ellen is going to talk numbers with.

You today, but not in an accounting way. So put your pencils away.

She's going to talk to you in a way that will transform your business.

Clasp your hands as if in prayer.

Please let there be cash.

Please help me welcome to the stage the owner and general manager of Tom Tiger Heating Air Conditioning Electrical Services. My God, what don't they do? Todd Kiefer, start by seeing yourself as.

The cho or the chief heartbeat officer of your company. It's your job to make sure everyone feels connected and part of a whole.

They are one of the most dedicated and generous business leaders this industry. And our winner not only won the grand prize, but he or she.

I didn't give anything away.

Homer referred the most people by a landslide. And we're honored to announce this year's winner of our customer referral program, the big review.

My name is Chris Hunter, founder of Hunter Supertex here in Ardmore, Oklahoma.

Every time that I would get a.

Truck, I would need to put it out on the road, have a new technician. So I would always just say, hey, I tell you what, take my truck. One of my son's friends was a really good kid, and he did not have a vehicle, so we were able to take that truck and bless him with it. So eventually, I just kind of decided, well, I guess it's not meant for me to have a truck.

All right, higher in the hole. I swear I've never had this kind of problem before. Okay.

Hello, everyone. As Aline just said, and as the big Screen says, I'm Nikhil. I'm super excited to be up here talking to you about something that's actually really near and dear to my heart. And it's really the cornerstone of Service Titan's vision for this incredible industry that.

We serve and that's homeowner information and homeowner data.

Welcome Ken. Thank you for being here.

Yeah, so Ara called me up and said hey Ken, come out to Cali and can you talk to a couple of my customers about service types? Let's talk about branding. Every great brand has to have an origin story.

I think it's time that we hear about some dope. And yeah, I'm using the word dope. New tech from Servicetitan Bahe Kozoyin Introducing.

The Service tech titan Robotech 2000. We're very excited to introduce to you today Servicetitan Marketing Pro. So let's take a look at the three goldiest nuggets. The unsold estimate follow ups campaign. Haven't heard from you in a while campaign and an aging equipment targeted to no campaign. Lets dive into the best performing one, the unsold estimates. You came out, you gave them an estimate and then they didn't buy. But they're still in the active buying process. First we broke up the unsold estimates into two. Those that were members of a membership program and those that weren't. We offered the non members a 5% discount on the estimate if they moved forward with the estimate and signed up for a membership. And we ran the test for a month. Customers who were non members received an email with this extra incentive. While customers who were existing members received a different email with different messaging. After sending the email, if any customer called and moved forward with the estimates, we removed them from the list so they wouldn't get any of the follow ups. But if after four days they hadn't booked the job, they would receive a follow up email and then if no action was taken, they'd get a third email seven days later. So what was the result of this highly targeted relevant content? Out of 2,500 emails sent, the campaign generated $15,000 in direct response revenue. If you look at the customers who opened the email and then booked a job on a different tracking number, meaning they called a few days later or chatted through the website, the revenue was 313,000. That's a crazy $127 contact in the campaign. They haven't heard from you. Tess generated $56,000 in one month across a few thousand emails. These are the results that you're missing out on if you aren't doing targeted campaigns. There are even more targeted and advanced campaigns like Aging Equipment that demonstrate delivering the right message at the right time of the entire audience. We sent this message to less than 1% unsubscribe and it outperformed our expectations for the number of customer responses is available today.

Hi everyone. As you just heard, my name is David Hoffman. I'm the Director of Product for Service Titan Marketing Pro. On the empty dashboard, you can see that one of our suggested campaign types is the Open Estimates campaign that we're going to create for Mary. But there's also idle customers that haven't heard from you campaign that Vahe mentioned and Aging Equipment. Those are high ROI campaigns we tested and they are pre built for you. In Servicetight Marketing Pro, our audience builder lets Mary target specific contacts using the robust customer data that's already been collected by ServiceTit in each of these categories, we can drill down into the specifics and start filtering our audiences for targeted campaigns. If you have a different message that needs a different audience, no problem. Just run your queries here and come.

Up with your own.

In Service side Marketing Pro, you can easily leverage your invoice data to build an audience who recently had a plumbing job and then target that audience with a message about an H Vac tuna. You could have your techs tag customers whose H Vac unit is run too high of an amperage under normal load, so you know it's bound to fail. When the weather is hotter, you can easily create a targeted audience and easily send a campaign as soon as the weather heats up. By stopping the campaign after a call or booked job, you can prevent over emailing and save those future jobs service time. Marketing Pro comes preloaded with targeted and tested email templates created by professional designers available for use on day one. All you have to do is customize them with your brand, colors and message. Now let me show you how easy it is to customize one of these templates. Update the messaging, add another call to action, and then save the template.

It starts at 699 for up to 25,000 contacts, and we're so confident that the ROI is there that as part of an introductory offer, we're going to let you try it for free for two months. And if it doesn't help you drive significantly more revenue and live up to its potential, then you can cancel your subscription. Service Titan Phones Pro Today Every call tracking system on the market, including Service Titan, requires a remote call forward and ultimately causes your customers to wait for up to 8 seconds to connect to your CSR. That's the experience your homeowners are starting experiencing every single time they call one of your tracking numbers. 50% of the time the CSRs aren't doing that one click. And by not doing that one click, you've lost pretty much all the accuracy in your marketing and your CSR performance reports.

So when a customer calls and Jenny answers, Service Titan will automatically detect that she picked up that call. No more having to click on the green card call bubble ever again. Call Center Dashboard in one quick look, you can see how many callers hung up before they reach to csr. You can redistribute call volume, or you can request that the homeowner receives a callback when it's convenient for them with in queue callback have you ever wanted to know what time your CSRs are the busiest? What the average wait time is for a homeowner, the status of every single csr? And no matter if all or just some of these metrics are important to you, you can set an alert should the numbers drop below an acceptable threshold Sentiment Analysis with Phones Pro Every word spoken on the phone is transcribed in real time and evaluated as either positive or negative and a few other things in between. This allows you to see which calls you need to focus on. You can see all the CSRs who are on active calls and get a sense of how they're doing. Are the calls positive? Are they negative? Do any of them require your attention? And if they do, not only can you see the transcription of the call word by word as it's being spoken, you can also listen into the call remotely and if the situation requires even join or take over the call completely. You can now filter for all her calls during the past month that triggered negative sentiment and included the dreaded word cancel and not only see how often this occurred, but which specific calls they occurred in. You don't have to spend time listening to the whole call, you don't even need to listen to it at all. Based on certain keywords like service agreements, a real time recommendation card can pop up for your CSR reminding them about the things that matter like details of that service agreement or exactly what to say to turn a lost cause into a happy customer. We also see so many more companies empowering their staff to work remotely, which means fewer days off the clock. With serviceign Phones Pro, you can take the calls from your home computer or the built in app. With Voicemail Drop, you can provide the same hearing experience to your customers and increase your CSR's productivity at the same time. Thank you so much for your time.

Standard Seat is a modern, fully hosted phone system with all essential phone functionality. The Standard Seat also solves the huge problem of the 8 second time lag we discussed earlier by completely eliminating also has enhanced hold management with the customized reading and hold music for personalized call experience. Critically, it offers remote access to enable employees to work from anywhere anytime. It comes with unlimited talk time and recording of all calls. Service Titan Phones Pro standard costs $35 per seat we're delighted to be able to offer Service Titan Phones Pro Advanced. With the Advanced seat, your CSRs no longer have to click on a call bubble, which means they can focus all of their attention on a customer's needs in those first critical moments of the call. The Smart Alerts Real time call monitoring sentiment tools help managers turn around conversations mid flight. The post call analytics and reporting allows you to easily find coaching opportunities that will ultimately lead to increased booking rates. The Real time recommendations give CSRs access to the right information the moment they need it in cue Callback also offers a much better experience for your customers. So in summary, Service Titan's Phones Pro Advanced gives you everything that you've seen today and is available immediately at $150per seat. We're so confident that you will see the value of the Advanced Seat that we have a launch promotion available to you which offers you the Advanced Seat for two months at the cost of the so get out there, start using Marketing Pro, start using Phones Pro and let me prove it to you. Thank you. You've been on an incredible journey going from starting your own company to incredible heights that you've achieved today. Today you have 630 employees. You have 13 locations in three states doing over 90 million in revenue.

Former Navy Seal and Special Operator Robert O' Neill is one of the most highly decorated combat veterans of our time. When you feel like quitting, which you will, do not quit right now. That's emotional. Quit tomorrow.

Now.

He did this to us for two and a half hours. It's 135 degrees Fahrenheit in Baghdad in July. So we want to kill this guy for a number of reasons. Our 2019 Titan of the Year, Castile.

Air.

Chris Hunter here in first and Foremost Foremost. I am a man of faith. I'm a husband. I'm a father. I'm actually now a go paw of three awesome grandkids. And I'm also the founder of the Hunter Super Techs. They were in southern Oklahoma and North Texas. I had to start preparing for opportunity. So I knew I needed to invest in our team and our processes and our marketing. Well, the plan worked and Today we're in five locations and we're closing in in on 100 team members. An opportunity did come in 2018 and since I was prepared for it, I was able to be intentional about seizing that opportunity. I was able to step out of the business and actually sell the company. So I'll wrap this up with a few key lessons that I learned. Opportunity to have a liquidity event in your business, it's upon us now. And you, you really owe it to yourself and to your family and to and to your team to have your company prepared for just such an opportunity if that's what you're looking for. The other thing that I learned in making this happen was how important your story was and your reputation. Investors don't want to buy a bad company. What they're looking for is a great company. So things like positive online reviews, your culture, your net promoter store, which ServiceTime has by the way, shameless plug again is of the utmost importance. So pay attention to what your customers are saying because essentially your brand, it is what your customers say. It is a really surprising lesson I learned and a lot of you are going to love this, but Service Titan actually helped us get a higher valuation for our business. Alright, thank you guys. It's go time.

Everyone take a deep breath. You deserve it.

Get on those buses, get to that party and don't worry if there's traffic, there is libation on the bus. So we are preparing you for the party of parties.

Sam. All right, I am back home. I really enjoyed that event. I met a lot of great people. Everybody I talked to is super cool Service Titan employees, other users, everybody, everybody who came up to me and told me that you saw my videos and you like them and all that. Thank you so much. It means the world to me. I am signed up for both Marketing Pro and Phones Pro so so keep an eye out for more detailed videos on that once I've had some hands on time. I'm really excited for Marketing Pro because I feel like it's going to get to a place very soon where it's got marketing automation. So that's something that's already out there in the world that they didn't really talk about but it makes a whole lot of sense for them to go that direction so that you can set filters and when somebody in your database meets that filter, automatically they are sent that email. So for example, if somebody has a 70 old unit and then that unit turns eight, they're automatically going to get that aging equipment email without you having to go in and do anything about it. This isn't like a confirmed, confirmed thing, but I did ask a few Service Titan employees about it and it was always like a hmm, I don't know type of answer. So I also expect it pretty soon. The impression I got was that it's not like an idea, it's something that's pretty far in development already. Some feedback for next year. The Night One Part the band. The band was awesome. Very good band. A little loud, couldn't really talk to anybody. I mean, I'm there to network. I think a lot of people are. So it was kind of unfortunate that you couldn't really talk. The breakout sessions really need to have some sort of skill level associated with them. So beginner sessions, intermediate sessions, advanced sessions. There's a lot of users at this conference spanning a bunch of different skill levels. There's people who started with Service Tecton two days ago, and there's people who have been on it since 2015. And so there really needs to be be some sort of separation because it's hard to tell when you're signing up. You're looking at basically just the title of the session, what exactly you're getting into. Day two. I think the keynotes could have been condensed to be about an hour shorter, so that we could have had an hour in between the keynotes and the party to have a little time to go back to the room, freshen up a little bit, have a rest. I could have really used a little bit of time in between there. Maybe this was an intentional move because of the security issues. Everybody had to get on that. But if you didn't arrive to the party on the bus, you weren't getting in, and they just wanted to cut back on that as much as possible, which I get, but it's just not how I would have done it. They made it very clear that you had to be on that bus. So if you missed the bus, you know that's on you. The Night Two party was amazing, by the way. It was at Warner Brothers Studios, and it was really cool.

All right.

This last piece of feedback is harder for me to say because it feels a little bit more personal. There's. There's spaces associated with it, but I do feel like it's valuable feedback, so I'm going to put it it out there. The keynotes and the little bits between the keynotes, should they be fun yes. Should they be high energy? Yes. It did get a little cringey at times, a little uncomfortable to watch. And, you know, I think it's really important to lean into the personality of the keynote speaker. If somebody's already uncomfortable being on stage in the first place, trying to force them to be funny on top of that is as there's just more to lose than gain. Anyways, that's all I got for today. Super cool event, super fun. Thank you again to everybody who came up to me during the event and gave me feedback and things like that. That was super awesome. Thank you. Hey, kids, I'm cool guy Richie Rich, and I'm here to talk to you about hitting the subscribe button. Did you know that every time somebody watches one of the blue collar's videos and doesn't hit the subscribe button, service titan delays a new feature another six months? It's true. Look it up. So go on, push the subscribe button. What's the matter? You don't know what it looks like yet? Yeah, it looks just like this. It's red. It says subscribe. What, you can't read? What are you stupid? Just push the button. Just push it. I'll wait. Did you push it? You pushed that button, you little shit. Lucky I'm stuck in this chair now.