--- title: "Attract & Engage Customers" slug: "attract-engage-customers" updated: 2026-05-11T17:16:01Z published: 2026-05-11T17:16:01Z --- > ## 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 · MEMBERSHIPS & SERVICE AGREEMENTS
Keep members engaged and renewing.

Grow your membership base, retain existing members, and turn every service call into a renewal or upsell opportunity — so recurring revenue compounds quarter over quarter.

I use:
Jump to:
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 membership businesses, consider categories like Renewal Campaigns, New Member Acquisition, Seasonal Tune-Ups, and Win-Back.

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 the membership types you offer. Go to Settings > Operations > Business Units and review by trade, geography, or service type.

b. Review how your customer base is distributed. Go to Search > Customer and filter by membership status. Look for the Potential Member tag — any service location without an active membership is a conversion opportunity.

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 send you text reminders about your upcoming service?

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 (renewal mailer, seasonal tune-up postcard, membership landing page, 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. Look for membership-focused campaigns like renewal reminders and lapsed member win-backs.

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. For membership businesses, this is your primary tool for sending automated maintenance reminders to members.

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 most membership sales per dollar spent.

c. Run the Membership Summary report. Go to Reports > All Reports and search for Membership Summary. Track new sales, renewals, cancellations, and active member count over time to measure the downstream impact of your marketing.

⚠︎ If a campaign shows high lead count but low membership conversions, the issue may be CSR pitch quality, technician follow-through, or a pricing mismatch — not the campaign itself.

Pause or resume a marketing campaign

a. 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 dispatch and customer service teams before every launch.

Marketing Pro Ads
Review digital ad performance
Ads Optimizer
Review Ads Optimizer performance
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 renewal sequences, make sure the stop trigger is appropriate so members receive the full renewal journey.

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

Measure the impact
ACQUISITION
New membership sales
Count of new memberships sold during the reporting period. Track which campaigns and channels drive the most new members.
Reports > All Reports > *Membership Summary* (New Sales column) ↗
RETENTION
Renewal conversion rate
Percentage of expiring memberships that renewed. Filter by Opportunity Status to see how many were Won vs Dismissed or Not Attempted. A low renewal rate signals follow-up delays or a value perception problem.
Follow Up > Expiring Memberships tab (Won vs total) ↗
CHURN
Canceled memberships
Count of memberships canceled during the reporting period. A rising cancellation rate is an early warning — investigate whether the issue is pricing, service quality, or competitor offers.
Reports > All Reports > *Membership Summary* (Canceled column) ↗
GROWTH
Active member count
Total active memberships at the end of the reporting period. This is the single best measure of whether your marketing is growing the membership base.
Reports > All Reports > *Membership Summary* (Active At End column) ↗
REVENUE
Membership total revenue
Total revenue generated by membership types. Compare revenue across membership tiers and billing frequencies to identify your most profitable plans.
Reports > All Reports > *Membership Summary* (Membership Total Revenue column) ↗
EFFICIENCY
Cost per lead
Cost of each lead generated by a campaign. Compare across campaigns to find your most cost-effective channels for member acquisition.
Dashboard > Marketing Scorecards > click a campaign (Cost Per Lead) ↗