CHAPTER 4
Management Tools
Welcome to ServiceTitan’s Commercial Playbook—an aggregation of best practices from across the industry, written purposely for your Commercial business. In this playbook, you’ll learn all the key tips and tricks (what we call “best practices”) needed to take your business to the next level.
SECTION 1 OF 5
Task Management
Task management is the process of handling the entire life-cycle of a task, from planning to tracking to execution. It helps teams track tasks, set deadlines, prioritize, and assign tasks to the right people.
Streamlining processes will ensure the likelihood of all the steps being followed the same way every time, giving the same experience no matter who is executing the task. Below is a sample list for common uses for task management:
Customer concerns (complaints)
Permits
Refunds
Responding to reviews
Team reviews annual and or 90 day.
Parts ordering
Get your team involved in developing task management processes that fit into their current work flow. Having their buy-in will ensure the process is followed and used, this gives the team ownership of the changes.
How will you know it is working successfully? You’ll have consistency of processes, increasing customer satisfaction, and happier team members.
New team members can execute a task, after training, the same way as a seasoned team member. And companies can track how well processes are being followed, and which need to be changed or improved upon.
Additional Tips
Make sure once you implement a task management process everyone follows it, including leadership.
Keep the steps simple. A complicated process with many steps will be less likely to be adopted by your team.
ServiceTitan Best Practice:
Create a task for concerns/bad reviews. This will attach it to the customer record and can show a customer’s patterns.
Create a tag that communicates to your team which customers require extra attention.
Resources
Knowledge Base article on common uses:
Knowledge Base article for setting up task management:
Knowledge Base article on management tasks and subtasks: