ServiceTitan Presents 15+ New Products in its Roadmap Update

1. Web Scheduler

Capture more leads by allowing customers who visit your website to schedule appointments online through a web widget. This feature helps contractors:

• Improve customer satisfaction—provide homeowners the convenience of scheduling online when they need to book your company’s services now.

• Generate more leads—convert more web traffic into high-quality leads and book an optimal number of jobs with Adjustable Capacity Planning.

• Gain better insights—get more accurate campaign tracking with Dynamic Number Insertion (tracks leads to specific campaigns, rather than web scheduler).

Contractors can add the Web Scheduler to their website to allow customers to book jobs online. It shows customers your company’s real-time availability for the actual job type they’re trying to book, and companies can customize availability for different business units based on their current capacity, Howard says.

“We think this is going to be a big deal,” Kuzoyan says of the new core ServiceTitan product. “It’s going to help you grow revenue, and it’s a big efficiency play, too. You'll see a lot more investment in this area over the next few years.”

The Web Scheduler is currently in closed beta and expected to be available to everyone in the first quarter of 2022, which for ServiceTitan’s fiscal year means February, March, or April.

2. Chat-to-Text

Capture leads from customers who visit your website and engage them through text messaging. This leads to:

• Higher customer satisfaction—offer communication channels your customers prefer to use.

• Increased convenience—allow homeowners to contact you when they want, without needing to call or email back and forth.

• Increased reviews and sentiment ratings—deliver an exceptional homeowner experience from the first contact.

Rather than depend on a third party to operate your website’s chat-to-text feature, the new ServiceTitan Chat-to-Text feature lets you automatically direct chats on your website to SMS texting with your CSRs or dispatchers. It basically allows your customers to initiate a text conversation from your website.

The idea behind this feature, Kuzoyan explains, is to keep all customer communications in one place. Otherwise, things get dropped when CSRs and other office staff waste time checking multiple locations for customer communications.

“That's where you have bad experiences with customers,” Kuzoyan says. “We want to make sure your CSRs, or whoever responds to a phone call or a text message, can also respond to the web chat in the same place, so the odds of something getting missed are minimized.”

The Chat-to-Text widget, also a core feature, is in closed beta right now and expected to be available to everyone in Q1 of 2022.

3. Instant Booking Integration with Google

Show up at the exact moment customers want to book, and get high-quality leads that populate right into ServiceTitan.

• Don’t lose leads—provide instant booking integration only available to Google partners like ServiceTitan and stand out in Google Search results.

• Impress more customers—deliver a streamlined, one-click booking experience right when they need it.

• Save time—book jobs that populate directly into ServiceTitan and eliminate the need to copy/paste leads.

This feature allows customers, when they click on your company’s Google Local Service Ad, to book online directly into ServiceTitan, Howard says. 

Research data shows homeowners preferred instant online booking 75% of the time, as compared to calling to schedule a job. In addition, companies who set up the ServiceTitan-Google Local Service Ad integration and invested more in GSLA grew 80% faster than those who didn’t. 

“The math is really clear that it's much better to have your Google Local Services Ads booking integrated,” Howard says. “It's 100% worth it.”

Kuzoyan says going through Google's integration process was a big deal for ServiceTitan. 

“There are only two softwares that could do this, and ServiceTitan is one of them,” Kuzoyan says. “So, take advantage of this. This is one of those golden nuggets, where if you're not on it, you're probably losing a bunch of money every day. So, just do it.”

This feature has launched and is generally available to all ServiceTitan users.

4. Smart Dispatch

Smart Dispatch uses machine learning (AI) to analyze your job data and automatically assign technicians based on factors such as service zones, technician skills, drive distance, and technician performance.

• Maximize revenue for the day with bias-free tech assignment based on machine learning.

• Give time back to your dispatchers, so they focus on more revenue-producing activities and providing world-class customer experience.

The Smart Dispatch feature uses machine learning to analyze predicted job values, historical technician performance on a particular job type, distance and routing, technician skills, and more to determine the best technician for a job and the best time to send them—and it’s all done automatically.

“When you truly build a machine-learning engine, it starts learning on its own and making decisions based on things we might not even understand,” Howard says. “With machine learning and systems, you actually need a lot of data to make them effective.”

Kuzoyan says Smart Dispatch is a complicated problem to solve with many nuances, and ServiceTitan has been working on it for a few years. 

“It's being able to allow your customers to be able to interact with you how they want,” Kuzoyan says. “But the idea of this thing going on full autopilot immediately like a big bank, we don't actually think that's the right approach. 

“We want to allow you to choose how much of your business you want to actually go on full autopilot to some partial flavor,” he adds. “The ability to give the business enough control to say when to do it automatically, and when not to do it automatically, is actually really, really important.”

Currently in closed beta with more than 1,000 technicians using it, Smart Dispatch will be generally available sometime in 2022.

5. Schedule Assistant

Get a recommended day, time, and technician for the job based on skills, availability, and drive time from the call-booking and dispatching workflows.

• Reduce drive time—maximize technician schedules so they can spend less time driving and more time on the job.

• Save time scheduling—take the guesswork out of scheduling with recommendations for the best day, time, and technician for the job, so any CSR or dispatcher can maximize productivity in the field.

• Get more jobs done every day—optimize schedules to get the right person to the right job based on their skills, availability, and drive time.

“All of these things are really meant to come together to optimize that whole journey of a phone call, a text message, a lead, all the way down to happy customers, and hopefully, some money in your pocket,” Kuzoyan says. 

Schedule Assistant is currently in beta and expected to be generally available in Q1 of 2022.

6. Adjustable Capacity Planning

Book exactly the right number of jobs per day with live visibility for CSRs and dispatchers to see how many technicians have the capacity to complete that job for any given timeframe.

• Streamline the job-booking process with visibility into capacity and availability.

• Give your CSRs and dispatchers more confidence and control during the job-booking process.

• Minimize risk of overbooking jobs.

To run Smart Dispatch, companies must also set up Adjustable Capacity Planning, which launched in 2021, Howard says. It also works better when integrated with Google Local Service Ads.

“You need it in order to tell your CSRs how many jobs they can book,” he says. “Adjustable Capacity Planning allows you to say, ‘Hey, I want to allow this many calls on a given day to be booked.’”

This tool allows you to think about your company’s operations from a holistic perspective, Kuzoyan says. 

“What this tool allows you to do is control for what types of jobs and under what scenario you want to allow overbooking or underbooking,” Kuzoyan says. “From the same command center, you can then toggle which shows up on your Google Local Services Ads, which shows up on your website, and what shows up to your CSR, when they're booking the job.”

7. Dynamic Pricing for Pricebook

Quickly and easily set pricing across your entire Pricebook with automation that keeps pricing up to date.

• Save time on maintaining your pricebook.

• Protect margins with automated rules and markups for various situations.

• Manage after-hours pricing automatically and ensure you price every job correctly.

Dynamic Pricing allows the prices in your pricebook to automatically update themselves, based on certain rules that you set up. 

“Contractors just do a terrible, terrible job maintaining their pricing,” Kuzoyan says. “When material expenses are swinging wildly, gas prices are swinging wildly, there's a labor shortage, yada, yada, making sure that you're keeping your prices really tuned to your cost structure so your margins are protected becomes a big deal.” 

Dynamic Pricing is in development now, with an expected release in Q2 of 2022.

8. Pricebook Connect Automation

Browse and add your supplier-specific equipment and materials to your pricebook, and set up automatic updates to cost changes, images, descriptions, and more so your pricebook is always up-to-date with your vendors.

• Save time maintaining your pricebook with automation setup to accept updates to your catalogs.

• Protect your margins by automatically accepting updates to costs, materials, equipment, and more.

This feature gives companies the ability to auto accept or dismiss updates from suppliers. It should be generally available in Q1 of 2022.

9. Customer Portal

Offer your customers a gated web portal where they can manage their accounts, make payments, view invoices, request appointments, view job history, and manage memberships.

• Increase customer satisfaction—make it easy and convenient for customers to self-serve.

• Save time—spend less time emailing and calling customers to take action.

• Increase repeat business and customer lifetime value—manage the customer relationship, promote other services and memberships, and get paid faster.

“We're coming out in Q2 with a new customer portal that has more access to things,” Howard says.

10. Chat, 2-Way Texts, and Email Notifications

Office staff can send and respond to job-related messages in ServiceTitan, and customers can reply by text on their phones.

• Provide customers another channel to communicate their questions or updates.

• Increase sales opportunities by limiting communication delays and canceled appointments.

“This is launched, please use it,” Howard says.

11. Technician Texting

Allow techs to see chat on mobile and reply to homeowners when they see notifications in an open thread.

• Increase customer satisfaction—homeowners can communicate directly with their technician.

• Save time—reduce the time your CSRs spend communicating back and forth between customers and technicians.

This feature is scheduled to be launched sometime in 2022.

12. SMS Follow-ups for Recurring Services

Follow-up with homeowners via automated text message, reminding them to book appointments for recurring services.

• Save time and reduce costs—reduce the manual effort and cost it takes for CSRs to follow up and schedule recurring service appointments.

• Increase customer satisfaction—ensure your customers are getting the full value out of their memberships.

“You will be able to send out a mass text to your customers to notify them about recurring services to let them know to book it,” Howard says. “And guess what? If you have the online Web Scheduler, they can click on it, schedule it, put it on the board, get it done.”

This feature is currently in beta and expected to be generally available in 2022.

13. Pricebook Estimate Templates

Estimate and Proposal Template builder and library allows you to easily build, organize, and filter templates. Dynamic templates automatically reflect price changes in your pricebook.

• Give your customers a better experience by providing multiple options and professional proposals.

• Save time on every job with ready-to-present good-better-and-best proposals. Building a proposal can take five to 15 minutes on every job, but using templates cuts that down to just two minutes.

• Grow revenue by increasing your close rate and average ticket size.

Shops that started using Proposal Templates in 2021 saw a 7.5% increase in revenue, and shops that showed Proposal Templates on 30% or more of their jobs saw a 10% increase in revenue.

“The new estimate templates are way easier to update prices. They can automatically update prices in your templates. It’s way easier to set them up,” Howard advises. 

“It's one of those golden nuggets that if you're not using it, it's a big one,” Kuzoyan says.

14. FinTech Integrated Financing

Present low monthly payment options on estimates and provide instant financing approvals with a simple in-app workflow.

• Delight homeowners with low monthly payment options that work with their budgets.

• Remove cost as a barrier and give homeowners the power to choose the job they want, not just the job they can afford.

• Instant approvals allow homeowners to fund their projects on the spot and minimize the stress to shop around on their own for better pricing or financing.

ServiceTitan data shows shops that offer integrated financing options to customers, a feature launched this year, experience: 

• 5% Better Close Rate

• 11% Increase in Average Ticket Size

• 19% Increase in Tech Adoption

“Is the juice going to be worth the squeeze?” Kuzoyan asks. “Take those numbers, and just apply them to your numbers. Open up your dashboard and just apply them, and see if that incremental increase in revenue is worth exploring this feature.”

15. Procure to Pay (P2P)

P2P supplier integrations streamline your purchasing and payables processes with an end-to-end workflow that eliminates the manual, redundant effort.

• Content Mapping—receive the most up-to-date product data, including part numbers and images, and match them against your pricebook.

• Contractor Pricing Sync—contractor-specific pricing is pulled into your pricebook, ensuring your sales presentations and purchase orders (POs) are accurate.

• Real-Time Inventory—match quantities in a PO to the supplier’s stock, and make necessary updates prior to submitting the order.

• Create Bills—POs submitted through ServiceTitan automatically generate a bill, which can be added to statements.

• Track Payments—track all pending payments, and know exactly when funds are received.

• 3-Way Match—match POs, receipts, and bills for simple reconciliation.

These are vendor integrations that connect your supply house to ServiceTitan. But unlike integrated financing, P2P involves fewer rules, and ServiceTitan needs more vendors to sign up.

“This is a big, huge deal,” Howard says. “It’s actually in beta right now, and we have people testing it.”

The current ServiceTitan Partner Betas include:

• R.E. Michel

• Hajoca-Moore Supply (Austin, Dallas, Mesquite locations)

• Gensco

• Plumbmaster (PPG)

• Johnstone coming soon

16. Fleet Management Pro

Fleet Pro is a fully integrated, trade-specific fleet management platform that empowers fleet managers and dispatchers to run an efficient and safe fleet by surfacing data from hardware (GPS and/or cameras) throughout the ServiceTitan software and in new fleet-specific modules.

• Gain valuable insights into your fleet and know where your trucks are, how well they are being maintained, and their operational costs. 

• Curb bad habits such as excessive idling, heavy acceleration, and hard braking.

• Give homeowners timely and the most accurate ETAs to track technician arrival.

This is a Pro product currently in the concept/discovery phase.

17. Automatically Send Invoices at Job Completion

Automatically send out an invoice upon job completion. No more relying on techs or office employees to manually email every invoice.

• Save time—reduce the manual effort by sending invoices automatically.

• Increase customer satisfaction—ensure your customers are receiving timely invoices.

“Hallelujah! It's happening. It's really, really happening,” Howard says.

This feature is expected for release sometime in Q2 of 2022.

18. Mobile Office App

Office App is designed to give you real-time insights into your business with a dynamic home screen, essential dashboards, technician scorecards, and the ability to search and view customer location records.

• High-level visibility into how your business is performing to drive decisions around where to focus.

• Granular insights and reporting on how specific business units and trades are performing to help drive tactical decisions.

• Quickly see how your technicians and top CSRs are performing so you can provide the right feedback, coaching, or recognition.

“It’s basically a dashboard on your phone,” Howard says. This feature is currently In beta testing with 20 to 25 customers using it, and it should be generally available sometime in 2022.