Harnessing TitanAdvisor: Expert Tips for Advancing Your Business

Field service management software is an investment, and like all investments, you want to ensure you’re maximizing its positive impact. 

ServiceTitan offers a feature for just that reason. TitanAdvisor is an automated best practice guide built to help users get the most out of the platform. It makes personalized recommendations for features an organization can implement to achieve business goals. 

Alongside TitanAdvisor is your Titan Score, which goes up based on how effectively you’re utilizing ServiceTitan. Krista Landen, Marketing & IT Manager at Gulfshore Air Conditioning and Heating in Niceville, Florida, is known as “the queen of TitanAdvisor” for her consistently high scores. 

“Everyone should care about their TitanAdvisor score,” Landen says. “It’s the pulse to which you are prioritizing features that best meet your company's goals and needs.”

In a recent episode of the Mastering ServiceTitan podcast, Landen shares her journey and best practices for TitanAdvisor, as well as practical advice for:

• Setting business goals

• Figuring out what to prioritize

• Making profitable changes

>>Listen to the full podcast on TitanAdvisor now on Spotify, Apple, or YouTube.

Setting Business Goals

TitanAdvisor is customized for every business, depending on its size, trade, goals, and other factors. Within TitanAdvisor, you can set goals, then the machine-learning system tailors recommendations to the goals.

“My favorite thing to do is to set my business goals,” Landen says. “I go in and recategorize our goals every three to four months. Then I look at what’s recommended, which flows from our business goals, and move those into our plan.”

Landen recommends moving four recommendations into the plan and focusing on those first. 

“I reevaluate them every month. And sometimes I don't always complete them every month. Our goals change,” Landen adds. “Something that I thought would be a quick win might turn out to be something that’s going to take more people getting on board and orchestrating different workflows.”

Prioritizing Recommendations

After setting business goals, the custom recommendations start flowing in, and businesses need to prioritize what to tackle right away versus what to table for another time. 

“For larger initiatives that are going to take time to discuss and orchestrate different workflows, I prioritize implementing those in our off season when I have more time and when our teams have more time to learn the proper workflow,” Landen says.

During peak seasons, she instead looks for the low-hanging fruit—tasks she can accomplish on her own, like automating a report for abandoned calls.

“That’s something I don’t have to burden my dispatch or CSR team with,” Landen says. “I can create the report, monitor it, and still get the points from TitanAdvisor. Eventually, I’ll pass over that report and its maintenance. But right now it's just something that I'm doing, monitoring and ensuring that if there are any excessive abandoned calls, I can jump in and spend an hour or two to knock away some of those abandoned calls that just need to be classified correctly.”

Making Profitable Changes

Sometimes changes that will make a major impact can’t be pushed to the off season. For example, after noticing memberships weren’t working as they were structured, Gulfshore redid its membership program—in peak season.

“In the month of May, when we rolled out our new membership plan, we were converting at 28%,” Landen says. “Our customers and technicians were loving the change.”

In the year-and-a-half since onboarding with ServiceTitan, Gulfshore has seen substantial growth. 

“Last year, we were up 10.5% for the entire year in the service department,” Landen says. “I can report, thanks to ServiceTitan, revenue from the service department is currently up 12% from last year.”

Takeaways

Landen shares some keys to success based on her learnings along the way:

1. Focus on TitanAdvisor from the start: “When we chose Service Titan and went through the six weeks of onboarding and implementation, I found out about TitanAdvisor like a week or two in, and immediately I knew it was the pathway to ensure proper workflows from the beginning,” Landen says. “Starting out with such a high TitanAdvisor score and then growing it has been easy, because we started out that way.”

2. Take advantage of training opportunities: Attend the free EmberSessions, which are small groups of non-competitor ServiceTitan customers who meet over six sessions to better understand and implement the features in the Launch stage of TitanAdvisor.

3. Set up your business goals and plan: “Look at your business goals and see what needs attention,” Landen says. “If you don't see anything that fancies you and inspires you to dig in and learn more, then do some more research and put other tasks into your current plan. But just start and pick four things.”

4. Review your score quarterly: It’s easy to get bogged down by the day-to-day score fluctuations. “Your score really depends on how people are doing their job, if they’re using the proper workflows versus getting things done fast,” Landen says. “As long as we are incrementally increasing every quarter, that’s what I care about and report back to my owner.”

5. Assign an owner: Landen is responsible for TitanAdvisor in her organization. “If you don’t assign it to someone, then no one’s going to take responsibility for it,” she says. When determining who should own TitanAdvisor, Landen recommends looking for someone who is enthusiastic about ServiceTitan. 

“Getting into TitanAdvisor and understanding the backend side of ServiceTitan takes a mindset of someone who’s enthusiastic to learn about the program,” Landen says. “If you're not enthusiastic about it, you're not going to dive in and really understand all that ServiceTitan has to offer.”

Ready to start working on your score? Boost your business with the Titan Score Challenge. 

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or our website, or search for Mastering ServiceTitan in your favorite podcast player.