8 ServiceTitan Tips for HVAC Companies

Are you using ServiceTitan? If so, you’re not alone. It’s one of the hottest field service management (FSM) platforms out there.

It owes some of its popularity to its wide array of features. ServiceTitan can help with everything from marketing and customer service to scheduling and dispatch to accounting and finances.

If you know the basics and want to take your use of the platform to the next level, we’ve rounded up eight tips to help HVAC companies supercharge their ServiceTitan experience.

Table of contents

1. Take advantage of ServiceTitan’s marketing features
2. Streamline dispatching
3. Improve the call booking process with ServiceTitan’s phone integration
4. Provide your techs with additional support via mobile app
5. Create polished estimates on the go
6. Decrease friction around payments
7. Connect with customers on their terms
8. Develop a comprehensive picture of your finances

8 ServiceTitan tips for HVAC companies

Here are our top tips for HVAC businesses that want to get the most out of their ServiceTitan subscription. Note that if you’re new to the platform or considering whether to use it, you can always check out our Complete Guide to ServiceTitan.

1. Take advantage of ServiceTitan’s marketing features

Ready to understand precisely how your marketing efforts are performing? ServiceTitan’s marketing tools can help.

Track your ROI and make adjustments to maximize your online ads with these features:

• Trackable phone numbers: Create a new number for each ad you run. When a call comes into a given number, you can easily attribute it directly to the related ad.
• Advertising heat map: Review the neighborhoods where your ads are generating the greatest revenues.
• Marketing Scorecard: See your campaigns ranked by revenue and the job type each ad generates.

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As a side note, we have a post on the average costs of Google Ads for home services verticals to help you gauge your performance.

2. Streamline dispatching

Finding efficiencies in your dispatching processes can help your techs serve more clients in the same amount of time and grow your revenue. ServiceTitan’s various dispatching features allow you to match the right tech with the right job and make quick adjustments when urgent requests come in.

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Its time-saving dispatching tools include:

• Skills scheduling: It will only let your team book HVAC techs with the correct skill set for a given job.
• Drag-and-drop functionality: Easily change the schedule with a few clicks. Adjust the time of the service call or reassign a job to another tech in seconds.
• Real-time GPS tracking: When a customer calls for an update on arrival time, your reps have that information at their fingertips.
• Capacity planning: Set parameters within the system to block scheduling errors. The system will automatically prevent your reps from booking any service that deviates from your rules surrounding tech capacity, skills, and seasonality.

3. Improve the call booking process with ServiceTitan’s phone integration

Your customer service reps may not have firsthand experience in the field, but they need to sound like knowledgeable pros on the phone from the start.

ServiceTitan’s phone integration can help even your newest reps hit all the right marks on each incoming call.

• Customer information for incoming calls: When the phone rings, ServiceTitan automatically pulls all the customer information (including property details) for that number.
• Customizable CSR dropdown menus: Build out dropdown menus for various job details so your team can collect all necessary information.
• Call recording: Automatically record all service calls to improve your team training or address concerns from a specific interaction.

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4. Provide your techs with additional support via the ServiceTitan mobile app

You never want your technicians to walk into a service call blind. With ServiceTitan Mobile, your technicians have all the information they need at their fingertips.

The mobile app for tablets ensures each tech can easily do everything they need in the field. Whether that’s preparing for a service call, creating an estimate, or gathering payment, ServiceTitan Mobile can help.

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• Customer information for each appointment: Provide your techs with the customer's name, address, property details, notes from your team, outstanding invoices, and past work history, if applicable.
• Form upload: Create a form library for your techs so they can gather customer signatures from their tablets.
• Estimate builder: Push pricing updates through to all techs so they can build accurate estimates on the fly. This is a critical feature, so we’ll go into more detail on the estimate builder in the next section.
• Payment collection: Technicians can capture check images or swipe cards to collect payment via the app.

5. Create polished estimates on the go

Estimating an HVAC job isn’t always straightforward. You want to create a fast, accurate quote that considers your costs for time and materials while maximizing your profit margins.

The cloud-based estimate tool from ServiceTitan empowers your team to do just that—whether in the office or out on site. Ensure your team is leveraging these estimate features:

• Synced pricebook and tiered estimate builder: Push out the latest pricing information via mobile app so everyone is always up to date. The tiered estimate builder allows your techs to quickly present several options to customers.
• Proposal builder: This feature gives your team a template to create a professional proposal with photos and details specific to each job.
• Easy follow-up tools: ServiceTitan has built-in features that make it easier to close sales. You can touch base with customers who haven’t responded to their proposals, easily enroll or renew them in subscriptions or memberships, and identify upsell opportunities.

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Want to see even more pricing and estimate-related updates? Check out our guide on 14 New ServiceTitan AI Features, which include enhancements to Pricebook Pro.

6. Decrease friction around payments

The faster you get paid, the easier it is to manage your finances and grow your business. To speed up payments in today’s day and age, you want to provide your customers with options.

ServiceTitan allows you to collect payments in the field or online in various forms. Your customers can pay you via:

• Check
• Credit card (with photo card capture or card reader)
• Cash
• Secure, personalized online payment portal

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Payments hit your account quickly—ServiceTitan promises next-day deposits for checks and card payments, and online payments clearing two to three times faster. The tool even manages reconciliation, so you always have accurate financial data for your accounting.

7. Connect with customers on their terms

It doesn’t matter who your customer base is, everyone is digitally savvy today (95% of all US adults report using the internet). Providing your customers with a modern service experience is a great way to impress them and complement your exemplary service in the field.

Here are some ways ServiceTitan enables you to do just that:

• Appointment reminders: Text your customers before your tech arrives with all the information they need about their appointment—date, time, and their technician’s name. This can also help you to foster technician trust, which leads to an even better reputation for your brand.
• Technician tracking: Customers can track their technicians on a map in real time so they know when to expect them.
• SMS messaging: Most customers prefer to communicate via text. Use text to schedule, change, or confirm appointments.

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If you do take the texting route (and we highly encourage that), you can save yourself time and increase response rates with these 55 Text and Email Templates.

8. Develop a comprehensive picture of your finances

ServiceTitan’s accounting software is designed to help field service businesses, including HVAC companies, keep a better eye on their financials, accelerate invoice payments, and manage vendor relationships.

The platform helps you accept and send payments, automatically manages reconciliation, and can even integrate with bookkeeping software, including:

• Quickbooks
• Intacct
• Viewpoint Vista

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Its in-depth, visual reporting helps you to quickly grasp your financial situation, spot outstanding invoices, and keep track of bank deposits.

For more tips and features like this, download our free guide: 6 ServiceTitan Features to Better Manage Your Cash Flow

Get even more from ServiceTitan with these tips

ServiceTitan is designed to help HVAC companies like yours find efficiencies across all areas of their business. If you want to explore even more features and tips to maximize your technology investment, check out our Complete Guide to ServiceTitan.