How to Automate ServiceTitan

ServiceTitan is built for contractors who outgrew the whiteboard

ServiceTitan is field service management software for residential and commercial contractors: HVAC, plumbing, electrical, roofing, garage door, chimney and the rest of the trades that send a van to an address. It is aimed at shops that have passed the point where the schedule can live on a whiteboard and one person's memory.

At that size the software becomes the company. The call booked in the office, the job on the dispatch board, the pricebook a technician presents from on a tablet in somebody's hallway, the membership that says this house gets two visits a year, the invoice, the purchase order for the part, the timesheet that turns into payroll. Every one of those is a record in ServiceTitan and every one is tied to the others.

That is the point of buying it. One system holds the working day of forty people and tells the owner on Monday what the business actually did last week.

Half the office day happens on other companies' websites

The office side of a growing shop is not really about the jobs. It is about everything the jobs depend on.

Somebody is on the supply house portal checking whether the part is in stock at the branch on the way, and what it costs today. Somebody is filing a warranty claim on a manufacturer's site for a compressor that failed inside its term. Somebody is pulling a permit on a county website that looks like it was built in 2003, then going back every few days to see whether it was approved. Somebody is submitting the utility rebate a customer was promised at the point of sale. Somebody is logging into the financing provider to find out whether an application went through, because the crew is booked for Thursday either way.

Each of those has its own login, its own layout and its own queue. None of them will ever appear on a dispatch board.

ServiceTitan

Parts confirmed before the truck leaves Stock and today's price checked at the supply house branch on the route, so a technician is not diverted halfway through the morning.

Estimates that get followed up Quotes that went quiet chased on day three with a drafted message, ordered by what the job is worth rather than by who shouts.

Money that does not sit out Overdue invoices, memberships coming up for renewal and financing applications still unapproved, listed every day with the largest first.

Dispatch Pro and Marketing Pro act on jobs already in the system

ServiceTitan automates its own side of this seriously, and a shop that has not switched the features on should start there.

Dispatch Pro assigns and routes work rather than leaving a dispatcher to guess. Scheduling Pro and online booking let a customer take a slot without phoning. Marketing Pro runs campaigns off the customer list and attributes the calls that come back. Pricebook Pro keeps pricing consistent across the fleet. Contact Center Pro handles inbound calls, Fleet Pro tracks the trucks, and Titan Intelligence reports across the whole business. Two-way texting, technician tracking and automated alerts keep the customer informed, and the accounting flows out to QuickBooks or Sage Intacct.

Every one of those acts on a record that already exists in ServiceTitan, or on a channel ServiceTitan built.

The supply house has not built one. Neither has the manufacturer's warranty system, the county permit office, the utility, the financing provider or Google. They hold facts the shop needs and offer one route in: a person with a password.

A finished job can start its own follow-up

The office is the gap between the job and the money. What sits in that gap is a supply house login, a permit page and a warranty form, read one after another by whoever is at the desk.

Parts checked at the supply house before the truck is loaded, so a technician is not standing at a trade counter finding out the part is two branches away. Warranty claims filed the day the part is replaced instead of the week somebody finds the paperwork. Permit status read every morning, so nobody books a crew for a job the county has not signed off.

Then the money, all of which starts in ServiceTitan. Estimates that went quiet, chased on day three with a message drafted and the job details filled in. Memberships coming up for renewal, sorted by which lapse this month. Invoices past due, largest first, each with a reminder written and waiting. Financing applications checked so nobody turns up to a job that is not funded. The review request that should follow a five-star service call, prepared with the customer's name and the work on it.

And a short digest of yesterday: revenue, jobs completed, and the calls that came in and were never booked. In the group chat before the morning meeting, rather than assembled by somebody at half past seven.

The office work happens whether the phones are ringing or not

All of that is a person opening a website, reading a screen and typing what they found somewhere else. It takes hours, and it is the first thing dropped on a day when the phone does not stop.

WebRun is an agent that works a real Chrome browser, signed in as your office staff are. It opens ServiceTitan and the supplier, warranty, permit and financing portals beside it, reads what is there, and brings back a list with the work drafted.

Anything that leaves the building waits for a person. Customer emails, review requests and invoice chasers are prepared, not sent, until somebody says yes. It runs on your schedule in your own private environment, restricted to the sites you named.

The workflows below are already built, and each one names what it opens.