Set up Service Opportunity Manager Metrics

Overview

The Service Opportunity Percentage reports help track how often technicians create potential sales opportunities during appointments. The Service Opportunity Installed Conversion Percentage report assesses the effectiveness of converting identified service opportunities into actual installations. The Replacement Revenue Per Service Opportunity reports track the dollar value of revenue generated from replacement work originating from service opportunities.

To have the KPIs calculate properly on each report included in the Service Opportunity Manager Metrics report card, ensure the following setup sections are completed.

Things to know

• For these metrics, Opportunity is defined as a call where the equipment has exceeded the life expectancy age or a call where the age of the equipment is approaching life expectancy and the repair cost makes it illogical to perform the repair. The Service Opportunity Percentage KPI defines Opportunities as jobs where:

  • The equipment age > replacement age

  • The replacement age < 3 years, as well as the estimate costs > $1,000.

Equipment Types and Replacement Age

1. Go to the navigation bar and click Pricebook. 

2. In the side menu, click Equipment. 

3. Click on the Equipment Types tab. 

4. Ensure all equipment types are added to this tab. If you need to add more, click Add > Equipment Type.  

5. Make sure all equipment types have a Replacement Age added. This ensures the Service Opportunity Percentage KPI populates properly. To add a replacement age:

   1. Enable Edit Mode on the Equipment Types tab. 

   2. Click Edit in the Replacement Age column for the equipment type you want to update.
      

   3. Enter a replacement age. The replacement age saves as soon as you click out of the column. For more, see Set up your account for replacement opportunities. 

6. When finished, disable Edit Mode.  

Equipment Age

To pull in the Equipment Age into the KPI, add Equipment to Locations and identify their current age. For more, see Add equipment to a service location without invoicing the customer.

Create estimates that are greater than $1,000

Then, you must have estimates created that are for > $1,000. See the following for more:

• Estimate workflows in ServiceTitan and ServiceTitan Mobile 

• Build and sell estimates in ServiceTitan Mobile 

Service Job Types

1. Go to the top toolbar and click Settings .

2. In the side panel, click Operations > Job Types. 

3. Review your existing job types for the following and add them if they don’t exist:

   1. Repair Call

   2. Zero Revenue

   3. Diagnostic Fee Only

   4. Service Callback

   5. Installation Callback

   6. Warranty

   7. Quality Assurance Call

   8. Part Return

   9. Installation Start-Up

Want to learn more?

• See Edit pricebook items

• See Sell estimates in ServiceTitan