Overview
Use replacement opportunity conversion tags when equipment installed at a service location reaches its replacement age to track sales and conversion metrics.
Who uses this feature
Office employees
Applies to all business types
Things to know
Run reports based on the Equipment report template to find aging equipment and replacement opportunities.
Add previously installed equipment to a service location to track equipment age and replacement opportunities.
Manually add conversion opportunity tags to jobs if you identify them as replacement opportunities during call booking.
How it works
When a piece of equipment is installed at a service location, the conversion opportunity tag for that equipment type is attached in ServiceTitan. The age of the equipment is tracked based on the installation job completion date.
When the equipment item reaches the replacement age for that equipment type, the tag appears as a replacement opportunity on the customer record, call booking screen, job record, and in ServiceTitan Mobile. This alerts technicians and customer service representatives (CSRs) that the customer’s equipment needs replacing.
For example, you install an HVAC system for a customer. In your settings, HVAC systems have a 2-year replacement age. After 2 years, when the customer calls to book a job, the replacement opportunity tag shows up on the Call Booking screen. This alerts the CSR that the customer’s system is ready to be replaced.
The services in your pricebook that install equipment use conversion opportunity tags that correspond to the tags of the aging equipment. When a service’s conversion opportunity tag matches the replacement opportunity tag on the job:
If the service is on a sold estimate, the replacement opportunity is sold or closed
If the service is on a completed job invoice, the replacement opportunity is converted
Track Replacement Leads
Typically, a replacement lead is set on a service or maintenance job with a replacement opportunity tag. If the technician working the job books a sales job with the customer to replace the aging equipment, they are credited with the lead.
A replacement lead is set when:
There is a replacement opportunity tag on an existing job
The technician creates a technician-generated lead (TGL) from the existing job
The Technician Performance and Business Unit Performance report templates include key performance indicators (KPIs) that report on replacement lead metrics.
You can also track replacement leads in the Service and Maintenance divisions of Technician Scorecards on the Modular Dashboard. Click the Lead Generation tab and click Replacements.
Set up your account
Set up your tags, equipment types, and pricebook items to track replacement opportunities.
Create conversion opportunity tags
Create conversion opportunity tags for each of your equipment types. These tags are used to identify equipment replacement opportunities and to track close and conversion rates.
Note: Make sure to select Conversion opportunity in the tag details.
Add tags and replacement ages to your equipment types
When you create equipment types, enter replacement ages and add conversion opportunity tags for each equipment type. The tags are used to identify replacement opportunities when the installed equipment reaches the replacement age.
Assign equipment types in your pricebook
To track equipment replacement age, edit your pricebook so that your equipment items are assigned the correct equipment type in the Type field of the Details tab.
Add conversion opportunity tags to your pricebook
To track sold and conversion rates, the pricebook services that install equipment should have conversion opportunity tags that match the tags for the equipment type.
For example, a customer record has an AC System replacement opportunity tag and they book an HVAC system install job. If the HVAC installation service item on the invoice includes the AC System conversion tag, the completed job is considered converted and technicians who worked the job are credited with the conversion.
Edit your pricebook so that each service that installs equipment includes the tag that corresponds with the equipment type. Add the tag in the Conversion Tags field of the Details tab in your pricebook.
FAQ
When will equipment tags and replacement opportunity tags get created, and where are these tags applied?
Equipment Tag
You can apply tags to Equipment or Equipment Types. We recommend you apply Conversion Opportunity Tags to Equipment Types and not on Equipment.
When viewing a job for a location with Equipment, you can see the Equipment Tag on all jobs for that location.
Equipment Tags: When viewing a job for a location with Equipment, you can see the Equipment Tag on all jobs for that location. The Equipment Tag also appears on the service location record and elsewhere in ServiceTitan. The Equipment Tag displays the Equipment name followed by the Equipment age (in years).
Equipment Type Tags: Equipment Type Tags will only be displayed when the age of the Equipment at a location is greater than or equal to the replacement age. You can see the tag displayed next to the customer name on the Call Booking screen.
ServiceTitan automatically applies a Replacement Opportunity Tag when installed Equipment is at or past its replacement age. The Replacement Opportunity Tag displays the name of the tag.
If you book a job where there is a Replacement Opportunity, you will see both the Equipment Tag and the Replacement Opportunity Tag on the job.
Pricebook Equipment Tags appear anytime you book a job for a location that has this equipment. Make sure to create the tag before adding it to equipment in your Pricebook.
Note: Do not add the Replacement Opportunity tag to equipment items in the Pricebook. This will result in the replacement opportunity tag being displayed permanently on the installed equipment item, and it won’t convert the Replacement Opportunity as sold.
How is the age of Equipment determined? How do you know when the item will reach its replacement age and become a replacement opportunity?
The replacement age is determined by the Installed On date and the replacement age.
Installed On Date
Enter the Installed On date when you invoice the customer for equipment or when you add installed equipment directly to a location record.
Replacement Age
The equipment item in your Pricebook is tied to an equipment type (Pricebook > Equipment > Edit Equipment > Type). The Replacement Age is determined by the Equipment Type (Pricebook > Equipment Types > Replacement Age).
When an equipment item approaches the replacement age, it becomes a replacement opportunity.
For example, a Frigidaire AC unit is added to a customer invoice with an install date of January 1, 2016. In Pricebook, the Frigidaire AC unit is tied to an equipment type (window AC unit). The Equipment Type has a replacement age of 7 years.
In 2023, there will be a replacement opportunity in ServiceTitan to replace this customer’s window AC unit. By that time, the customer might be ready to install a central AC system, so it is important to track the replacement opportunity. You will be the first to follow up with the customer about replacing their AC unit, which will help you close a potentially bigger sale in the future.
Want to learn more?
Visit ServiceTitan Academy to enroll in Modifying Service Location Records