Overview
GreenSky® is a simple form of financing that technicians can use to seamlessly offer financing options in ServiceTitan Mobile. Use this playbook to understand how to maximize GreenSky® financing.
Who uses this feature
Administrators, managers, accountants, bookkeepers, and technicians
Applies to all business types
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
The Edit integrated financing settings permission is required to use this feature. Please contact the account administrator on your team.
Business impact
With GreenSky® financing options, you no longer need to juggle paperwork, calculate pricing options, or worry about getting all the correct forms signed. Using GreenSky® financing increases sales and grows revenue for your business.
Grow revenue for your business
When technicians use GreenSky® financing, they increase the average ticket, provide a better customer experience, and overcome customer objections.
Increase average tickets
Offering financing sells more product. Typically, customers say No to purchasing big ticket items if they feel they are unable to afford them. If financing is always offered, customers are more likely to say Yes because they find the items are more affordable.
When items look more affordable, it decreases the sticker shock customers feel and results in a quicker and easier decision process. Customers can focus on selecting the financing option that best suits their needs and technicians are able to increase their average tickets.
For example, $12.00 a month for 82 months is less intimidating than a one-time payment of $1,000.00.
Provide a better customer experience
GreenSky® financing is flexible and provides a better customer experience. Customers have the privacy to select their preferred financing option and are guided through signing all required documentation. Options can be presented with the monthly amount and the actual amount, allowing customers to view all pricing options in detail without having to manually calculate costs.
Overcome customer objections
When technicians do not offer financing, the company loses potential revenue. Technicians can use GreenSky® financing to educate customers on the benefits of the product and the different financing options available to them. When customers are approved for a financing loan, technicians are able to enter payments immediately and close jobs quickly.
Keep it all in one place
Technicians are able to walk customers through the entire loan application process, all within ServiceTitan Mobile. This eliminates having to fill out paperwork. Customers can easily apply for financing in the Mobile app, and they are given a decision from GreenSky® in seconds. Customers can accept their approved loan immediately and technicians can enter payment and close out jobs quickly.
Implementation and training
The following best practices help you implement GreenSky® financing effectively.
Train office employees on how to work with GreenSky® financing
Training for office employees should include how to:
Train technicians on how to work with GreenSky® financing
Training for technicians should include how to:
Set regular training sessions for technicians. These sessions can be bi-weekly, bi-monthly, or monthly sessions.
Train technicians to offer financing with GreenSky® during every sale. For a customer to make a purchase, they must be both willing and able. Offering financing with GreenSky® makes customers able to make the purchase. If customers feel they are able to make the purchase, they are more willing to do so and technicians are more likely to make a sale.
Training example: Practice sessions
Perform at least two practice sessions with a partner in ServiceTitan NEXT. Partner 1 should practice offering financing with GreenSky® to Partner 2. Then, Partner 2 should practice offering financing with GreenSky® to Partner 1. Both technicians must practice talking through the entire loan application process, financing options, and answering questions and concerns.
Use training resources to learn more about how to offer financing with GreenSky® to customers. A variety of training resources can be accessed through the Knowledge Base, Academy, or TitanAdvisor.
Knowledge Base
Find documentation related to offering financing with GreenSky® by going to Payments > Key Workflows > Financing integrations
Academy
Enroll in financing-related courses by visiting the Academy and searching for Greensky® or click the following links for more information:
Note: Technicians can also access the Academy through ServiceTitan Mobile.
TitanAdvisor
TitanAdvisor recommends features in ServiceTitan that can help you achieve your business goals. To view recommended features for financing options:
Go to the navigation bar and click the TitanAdvisor icon to open the TitanAdvisor Overview screen.
In the side menu, click Selling & Performing Work.
On the Selling & Performing Work screen that opens, click the Acceleration tab and then click Offer payment options with a financing integration.
For more, see TitanAdvisor administrator overview.
Adoption and performance
To track GreenSky® financing performance and observe improvement, we recommend the following strategies.
Monitor average tickets
Review the effect of financing on average tickets. Technicians should offer and submit at least one loan application in a 30 day period. Technicians that fall below this threshold (less than one loan application in a 30 day period) should receive additional coaching and training, as appropriate within their company culture. When technicians do not offer financing, the company loses potential revenue.
Monitor key performance indicators using the Financing Dashboard. The Financing Dashboard allows you to see financing activities and trends, enabling you to make smarter business decisions.
Review Follow Ups
You can track how well technicians are adopting and consistently offering financing with GreenSky® when they are out in the field using the Follow Up screen in ServiceTitan.
Estimates can be followed up by office employees and by the technician. Office employees can track technician performance on the Estimates screen (Search > Estimates) or on the Follow Up screen by viewing Open (Unsold) estimate opportunities.
Technicians can track their performance on the Follow Up tab in Mobile by viewing Open (Unsold) estimate opportunities.
View Open estimates as a second chance to offer financing to customers and sell estimates. Technicians should aim to sell 10% of Open estimates. If the estimate isn't needed by the customer anymore, the company should dismiss the estimate to ensure the accurate amount of follow up opportunities is captured.
For more on selling Open opportunities and estimates, see the following:
Overcome industry challenges
Technicians often refrain from offering financing with GreenSky® due to four main industry challenges:
Assuming the customer will ask for financing: Technicians must be proactive in offering financing options, even if the customer is already agreeing to the current estimate. Customers usually won't request financing or even know it's available.
Assuming customers only want financing for large purchases: Offering financing every time, regardless of the size of the item or overall estimate, increases the likelihood of selling more items and growing revenue.
Assuming offering financing is too time-consuming or difficult: Greensky® financing allows customers to receive an application decision and loan options in seconds.
Assuming financing should only be offered as a last resort to save a sale: When technicians offer financing with Greensky® every time, they can focus on providing the best services possible for the customer, without worrying about filling out paperwork or calculating costs, and customers can focus on choosing the plan that best suits their needs.
Additional considerations
Set up GreenSky® Direct Funding
Customers who are approved for direct funding through GreenSky® can now request funding through Paperless Transaction Authorization which eliminates the need to collect a customer's hand-written authorization to transact on their GreenSky® loan. This strengthens customer satisfaction and trust, as the customer can review each transaction request submitted.
Your GreenSky® account needs to be approved for direct funding. Please contact fintechsupport@servicetitan.com for more details on your account configuration.
For more, see Taking GreenSky® Payments - Direct Funding.