Marketing Pro Onboarding Part 1: Configure your Marketing Pro Settings

Overview

ServiceTitan Marketing Pro is a comprehensive marketing tool that simplifies how you manage your marketing and amplifies your brand awareness. The Marketing Pro Onboarding guide covers everything you need to get started with Marketing Pro and create your first marketing campaign in four steps. The first step is to configure your Marketing Pro settings.

Things to know

• You can use the information you enter in the Company Details section as merge tags in your marketing content. For example, if you enter {{company_tagline}} in a marketing template, your company tagline appears instead. 

• The information you add to Sender Details is the default for all newly created campaigns. You can also optionally set different sender details for individual campaigns.

• After you add your logo, you can use it in any Marketing Pro template. Your logo is automatically added to any template sent to you by ServiceTitan.

Step 1: Configure your Marketing settings

In your Marketing settings, you can set your company's details to generate merge tags, configure your outgoing marketing email and direct mail settings, and set a time frame for revenue attribution.

To configure your Marketing settings:

1. Go to the top toolbar and click Settings > Marketing Pro > Marketing.

2. On the Marketing page that opens, complete each of the eight sections:        

   • Company Details: Enter your company details as you want them to appear in your campaigns.

   • Select Your Trades: Select the trades that apply to your business.

   • Sender Information: Enter the sender information for your outgoing marketing content.

   • Reply-To: Enter the email address where you want to receive the replies to your marketing content

   • Footer: Provide additional details for the footer of your outgoing marketing content.

   • Double Opt-In: Enable Double Opt-In to require customers to confirm they want to receive marketing content from you.

   • Opt-Out Message: Enable Opt-Out Message to automatically send an opt-out email to customers who haven't opened any of your emails in a customizable timeframe.

   • Revenue Attribution: Set the time frame for when revenue will be attributed from any user who has opened a marketing email.

3. Click Save Changes.

Company Details

In the Company Details section, enter your company details as you want them to appear in your campaigns. The details include:

Note: A lot of this information can be used as merge tags too.

• Company Name: Enter the company name you want to appear on your campaigns.

• Tagline / Slogan: Enter the company tagline or slogan you want to appear on your campaigns.

• Address, City, State, and Zip Code: Enter your company's address.        

  Note: Address field names may differ depending on the county of the homeowner. For example, customers in the United States will see the Zip Code and State fields whereas Canadian customers will see the Postal Code and Province fields.

• Company Email: Enter the email address you want to appear on your campaigns.

• Years Established: Enter the year your company was established.

• Logo: Upload your logo. Supported file types include PNG, JPG, SVG, and JPEG. Logos can be any size, but you'll get the best results if your logo is at least 180 x 180 px.        

  Note: You can download, delete, or replace the logo.

Select Your Trades

In the Select Your Trades section, select each trade that applies to your business.

Note: New email templates are periodically added to Marketing Pro for each trade.

Sender Information

In the Sender section, enter sender information for your outgoing marketing content. This information includes:

• Sender Name: Enter the name of the sender. For example, Marketing at Your Company.

• Sender Domain: Enter the web domain of your business. The outgoing marketing emails you send to your customers are sent from the information you enter in the Send Domain field plus .servicetitanmail.io. For example, yourcompany.servicetitanmail.io.

• Sender Email: Enter the email address you want your marketing content to originate from. After you enter the send email address, the sender domain is added automatically. For example, marketing@yourcompany.servicetitanmail.io.

Note: If you choose different sender details when building a new marketing campaign in Marketing Pro, the new information overrides the information entered in this section.

Reply-To

In the Reply-To section, enter the email address you want to receive the replies to your marketing content.

Footer

Your footer is partially generated using the details you provided in the Company Details section. In the Footers section, you can provide these additional details as needed:

Note: The information you provide in the Footer section can be used as a merge tag in your marketing content.

• Legal Copy: Enter any legal information about your company that you want to include in your marketing content, such as disclaimer information or links to relevant customer or license agreements.

• LIC #: Enter your skilled trade license number.

• Copyright text: Enter any copyright information for your company.

Double Opt-In

Enable Double Opt-In to require your customers to confirm they want to receive marketing content from you. Double Op-In helps improve your email deliverability by only sending marketing content to customers who want to receive it. If Double Opt-In is enabled, customers need to be tagged as Opted In to be eligible to receive Marketing Pro content.

By default, all your customers except the ones on your suppression list are tagged as Opted In and won't need to be registered. New customers receive an opt-in email after they book and complete a job with your business.

To enable Double Opt-In and customize your opt-in email:

1. Turn on the Double Opt-In toggle.

2. Enter the following details for your Double Opt-In email:        

   1. Subject Line: Enter the email subject text you want to include in the double opt-in message.

   2. Header: Enter the header for your double opt-in message.

   3. Body Copy: Enter the body text copy for the double opt-in message.

   4. Button Text: Enter the text for the action button in your double opt-in message.                

      Note: The Footer text for the double opt-in message is automatically added for you and requires no action.

                   

3. Click Preview Email to see a preview of your opt-in message. 

Opt-Out Message

Enable Opt-Out Message to automatically send an opt-out email to your customers who haven't opened any of your emails in a customizable timeframe. Opt-out emails allow disengaged customers to unsubscribe from your marketing content. These emails also help improve your email open rate and deliverability by reducing the number of your customers who will probably not open your messages in the future.

If a customer receives an opt-out message from you and doesn't open it in two days, they are automatically tagged as Email Dormant and won't receive marketing content from you in the future. If they do open the opt-out message and click the unsubscribe link, they are added to the suppression list and won't receive any marketing content from you in the future.

To enable Opt-Out Message and customize your opt-out email:

1. Turn on the Opt-Out Message toggle.

2. Enter the following details for your opt-out email:        

   • Subject Line: Enter the email subject text you want to include in the opt-out message.

   • Header: Enter the header for your opt-out message.

   • Body Copy: Enter the body text copy for your opt-out message.

   • Button Text: Enter the text for the action button in your opt-out message. 

3. Click Preview Email to preview your opt-out message. 

4. Specify the number of months to wait for the recipients to open the email before sending the opt-out message.

5. Select Auto-suppress dormant emails if you want to automatically suppress customers that are tagged as Email Dormant.

Revenue Attribution

Revenue attribution is the time in weeks between when a customer opens an email sent by Marketing Pro and when they book a job with you. Marketing Pro attributes revenue generated by a booked job based on the most recent marketing content received by customers, as long as it falls within the attribution window.

Note: Revenue attribution can be generated not only by booked jobs within the attribution window but also by the calls received from any phone number regarding the same marketing campaign content.

To set the time frame for revenue attribution:

1. Select if you want to have the same attribution window for all marketing channels or if you want to customize it by channel.        

   • If you select Same for all marketing channels, specify the time frame for the attributed revenue of your marketing campaigns for all channels. 

   • If you select Customize per channel, specify the Email and Direct Mail time frame within which revenue is attributed after the recipient opens the marketing campaign content. 

Note: For both options, the time frame recommended for attributing revenues is between 12 - 26 weeks.

Step 2: Set your Email Validation preferences

Email Validation in Marketing Pro settings acts like a filter that configures your outgoing marketing emails to protect your sending reputation. By using Email Validation, you can block marketing emails from going to email addresses that are not likely to be real or could cause your emails to be flagged as junk mail. New customer email addresses are automatically validated and assigned a risk level and category.

To set your email validation preferences:

1. Go to the top toolbar and click Settings .

2. In the side panel, click Marketing Pro > Email Validation.

3. Select what level you want to enable for auto-suppression. Options include:        

   • High: This is the recommended risk level. All potentially invalid email addresses are suppressed and messages are not sent to them. Select this option to keep your email open rates high.

   • Medium: Suppresses most potentially invalid email addresses, but does not suppress role-based email addresses such as emails sent to admins, managers, and more.

   • Low: The lowest level of automatic suppression. Low still suppresses undeliverable and risky email addresses and email addresses that contain typos, but does not suppress other potentially risky email address types.

Step 3: Configure your Suppression List

The suppression list is a set of email addresses that ServiceTitan will not send marketing content from your email campaigns. This list includes email addresses that are no longer in use, invalid, or not actually used by customers. It also contains addresses whose owners have chosen to opt out of receiving your marketing content.

Note: The suppression list blocks only marketing emails and does not affect email messages sent as part of job notifications, invoices, and other non-marketing emails. 

If you do not need to add any email addresses to this list, skip to the next step. To add email addresses to this list, you can add individual customers or email addresses one by one or upload a CSV file to quickly add multiple addresses at once.

Add multiple email addresses to the suppression list at once

1. On your computer, create a file using a spreadsheet application to make a list of customer email addresses in the first column. There is no need to include a header row or any other columns. See the example of the spreadsheet below. 

2. Save or download the spreadsheet as a CSV file on your computer.

3. In ServiceTitan, go to the top toolbar and click Settings . 

4. In the side panel, click Marketing Pro > Suppression List.

5. Click Add to List. 

6. In the pop-up that opens, click Manual Unsubscribes, and then click Next. 

7. Click Choose File and select your saved CSV file.

8. Click Submit.         
   Customers included in your CSV file appear on the suppression list.     

Add individual customer email addresses to the suppression list

1. Search for and open the customer record.

2. Click Edit    next to the customer's name. 

3. Select Do not send promotional marketing emails. 

4. Click Save. The Suppression List updates with the email addresses you added. 

Add email addresses to the Never Email list

1. Go to the top toolbar and click Settings . 

2. In the side panel, click Marketing Pro > Suppression List.

3. Click Add To List. 

4. Select "Never Email" List, and then click Next. 

5. Enter an email address that you want to add to the Never Email list. Click Add Another to add more email addresses, and click Add when you're finished.         
   The Suppression List updates with the email addresses that you added.     

Step 4: Enable Custom Fields

You can enable Custom Fields to use them as merge tags and filters when you create campaigns and audiences in Marketing Pro. To enable a custom field, you must first add the custom field in Settings > Operations > Custom Fields.

Add custom fields

You must add custom fields before you can enable them to be used in email templates or the audience builder. To add a custom field:

1. Go to the top toolbar and click Settings .

2. In the side panel, click Operations > Custom Fields.

3. On the Custom Fields screen, click Add. 

4. Enter a Name for the custom field.

5. Select where you want the field to appear. A field can appear in multiple places. 

6. From the Type dropdown, select the information you want the field to include:        

   Note: Only Text and Dropdown custom field types can be used in email templates and the audience builder.

          

   • Text: Letters, numbers, and symbols.

   • Dropdown: A list of items to select from:                

     1. Enter the first item in the list in the Option 1 field.

     2. Click Click to add option to add another field.

     3. Click and drag the arrows on the side of a field to change the list order.

     4. Click Remove next to a field to delete it from the list.                        

        Note: You can include up to 1,000 options in the Custom Field dropdown.

   • Numeric: Numbers only.

7. When you're finished, click Save. The new field appears on the records or pages you selected.

Enable custom fields

After you add custom fields in Settings > Operations > Custom Fields:

1. Go to Settings > Marketing Pro > Custom Fields. You can see all text and dropdown type Custom Fields.

2. Turn on the Use as Merge Tag toggle to enable using the Custom Fields as merge tags in Marketing Pro campaigns. 

3. Turn on the Use as Filter in Audience toggle to enable using the Custom Fields as filters when creating Marketing Pro Audiences. 

This allows you to see these custom fields as merge tags in the email templates and filters when creating audiences.

Now that you've configured your settings, you can go to Marketing Onboarding Guide Part 2: Create audiences.

Want to learn more?

• See Overview: Using ServiceTitan Marketing Pro