--- title: "Attract & Engage Customers" slug: "attract-engage-customers-2" updated: 2026-05-11T19:01:38Z published: 2026-05-11T19:01:38Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Attract & Engage Customers
SERVICETITAN · MARKETING · CONSTRUCTION & LARGE PROJECTS
Build a commercial pipeline that closes.

Win commercial contracts by targeting the right properties, nurturing facility manager relationships, and tracking every touchpoint from first call to signed agreement — so your project crews stay booked and your contract value keeps growing.

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Set Up Your Marketing
Configure campaign categories and tracking campaigns

⚠︎ Every campaign must link to a business unit or attribution breaks. Jobs booked from an unlinked campaign will not appear in marketing ROI reports.

a. Create campaign categories to better organize and track your campaigns. Go to Settings > Operations > Campaign Categories and click Add Category. For commercial businesses, consider categories like Property Management Partnerships, Trade Shows & Events, Referral Networks, Commercial Service Agreements, and Seasonal Maintenance.

b. Create campaigns to track your marketing efforts outside of ServiceTitan. Go to Settings > Operations > Campaigns and click Add. Assign a name, category, business units, tracking number, source, and medium.

Create and manage customer segments

a. Confirm your business units align with your commercial service lines. Go to Settings > Operations > Business Units and review by trade, geography, or property type.

b. Review how your commercial customer base is distributed. Go to Search > Customer and filter by customer type, location count, or service history. Multi-location accounts, customers with expiring service agreements, and properties without active agreements are your highest-value targets.

Configure text message opt-in settings

a. Register for texting with The Campaign Registry (TCR) in Settings > Your Account > Register for Texting. This must be complete before you can submit your Marketing Registration.

b. Submit your Marketing Registration in Settings > Your Account > Marketing Registration. This must be approved before you can send marketing SMS messages.

c. Go to Settings > Marketing Pro > Marketing and configure your Text Message Opt-In settings.

d. Begin generating opt-in requests for marketing text messages. You can send opt-in requests from the customer record, add opt-in links to your email templates and website, and add an opt-in form to your website.

Get customer opt-ins for SMS messages

a. Train CSRs to ask during calls: Can we text you reminders when maintenance visits are coming up for your properties?

b. After the customer agrees, open the customer record, click Edit next to Contact Methods, click Notifications for the mobile number, turn on Job Notifications and Marketing Updates, then click Save.

Configure tracking and attribution

⚠︎ Every campaign needs a way to track calls back to the source. Without it, leads show as Unknown and you can't calculate ROI.

Track campaigns run outside of ServiceTitan

a. Go to Settings > Operations > Campaigns and open the campaign record.

b. Add the phone number you advertised (trade show booth, commercial fleet wrap, property management newsletter, etc.) so inbound calls to that number attribute to the correct campaign.

Track Recurring Service SMS campaigns

a. Add a tracking number in Settings > Phones > Phone Numbers before building the campaign, or create one during campaign setup.

b. Set the default call type (Lead or Not Lead), enter the forwarding number, and click Add Number.

Verify attribution is working

a. Test by calling a tracking number and verifying the Marketing Campaign field auto-populates on the Call Booking screen.

b. Brief your CSR team on campaign attribution. If the Marketing Campaign field shows Unknown on an inbound call, the CSR should manually select the correct campaign before saving — and flag the issue to the marketing manager.

Marketing Pro Ads
Configure Marketing Pro Ads
Ads Optimizer
Turn on Ads Optimizer

⚠︎ Ads Optimizer requires Google Ads, Google Analytics, and Dynamic Call Tracking (DNI) to be fully configured before you can enable it. Complete Step 6 first.

Build and Launch Campaigns
Launch an Autopilot campaign

a. Go to Marketing > Campaigns > Pro Campaigns and click Create Campaign > Autopilot campaign. Browse Foundation Campaigns for proven, high-performing options, or scroll to All Marketing Campaigns for the full library.

b. Select the campaign you want to launch. Review the campaign details: channel, audience, potential reach, launch date, and stop trigger.

c. (Optional) Edit the campaign text, replace images, or update the launch date. Click Revert to Original at any time to restore defaults.

d. Click Launch Campaign. Autopilot automatically assigns a tracking number.

⚠︎ If you use Phones Pro, Autopilot cannot auto-assign a tracking number. Go to Goal & Tracking and manually add one before launching.

Create a campaign from scratch

⚠︎ Recurring Service SMS is transactional but still requires the Marketing Updates toggle enabled on the customer's profile. SMS campaigns launch the next business day, not immediately.

a. Go to Marketing and click Create Campaign. Select SMS Text Message - Transactional Campaigns and click Next.

b. Enter a campaign name and click Start Building. Select Recurring Service as the goal, add a tracking number, and select an audience with a recurring service filter and dynamic dates.

c. Add your SMS content. Use merge tags to personalize messages with customer name, company name, tracking phone number, or scheduling links.

d. Set a stop condition, review the campaign, and click Schedule Campaign.

Monitor and Optimize
Track campaign performance

a. Check Marketing Scorecards on your Dashboard daily. Review leads, inbound booked jobs, sold percentage, and revenue for each campaign. Click a campaign to drill into its scorecard for cost per lead and ROI.

b. Run the Campaign Summary report. Go to Reports > All Reports and search for Campaign Summary. Filter by date range and business unit to compare which campaigns drive the highest-value commercial accounts.

⚠︎ Commercial leads have the longest sales cycle of any business process. A campaign that looks flat at 30 days may be your top performer at 90 days once proposals close. Evaluate commercial campaigns on sold revenue and contract value, not lead volume.

Marketing Pro Ads
Review digital ad performance
Ads Optimizer
Review Ads Optimizer performance
Pause or resume a marketing campaign

a. Pause campaigns when the promotion they support ends — such as a seasonal maintenance push, a trade show follow-up window, or a budget-cycle-aligned proposal deadline. Deactivate ended campaigns at Settings > Operations > Campaigns. Never delete campaigns — deactivating preserves history and attribution data.

b. Verify campaign-to-business-unit mapping and share campaign start and end dates with your commercial sales team before every launch.

Troubleshoot campaign delivery issues
Campaign not sending

a. Verify your Campaign Registry (TCR) registration is approved at Settings > Phones > TCR Brand Management.

b. Confirm you have an active SMS opt-in number at Settings > Phones > Phone Numbers.

c. Check that the customer has Marketing Updates enabled on their profile.

Customer not receiving content

a. Check the customer record for Do Not Mail or opt-out status.

b. Verify the campaign stop trigger. If set to Call Created or Job Booked, the sequence stops when that event fires — the customer won't receive subsequent messages. For multi-step agreement renewal sequences, make sure the stop trigger allows the full sequence to run before the agreement expiration date.

c. Review the Campaign Activity log for delivery status and bounce information.

Measure the impact
VOLUME
Campaign-attributed call volume
Track inbound calls and leads attributed to each campaign. For commercial businesses, lead volume will be lower than residential — focus on lead quality and whether calls are coming from decision-makers at target properties.
CONVERSION
Inbound Booked %
Percentage of inbound leads booked into jobs. A declining rate may signal that CSRs aren't qualifying commercial leads properly or that scheduling can't accommodate the longer appointment windows commercial work requires.
CLOSE RATE
Sold %
Percentage of leads that resulted in completed jobs meeting the sold threshold. For commercial businesses, this metric captures whether site visits and proposals are converting to signed agreements — the ultimate measure of sales effectiveness.
EFFICIENCY
Cost per lead
Cost of each lead generated by a campaign. For commercial marketing, a higher cost per lead is acceptable if those leads convert to high-value agreements. Weigh cost per lead against contract value, not just lead count.
GROWTH
New Customers
Number of unique inbound calls from new customer records attributed to each campaign. Track whether your commercial marketing is reaching new properties and facility managers or recycling existing accounts.
REVENUE
Revenue by campaign
Total revenue from completed job invoices attributed to each campaign. For commercial businesses, compare campaign revenue to spend over 90-day windows to account for the longer sales cycle.