--- title: "ServiceTitan Max 90-Day ROI Review Template and Benchmark Guide" slug: "servicetitan-max-90-day-roi-review-template-and-benchmark-guide" updated: 2026-07-23T19:36:01Z published: 2026-07-23T19:36:01Z canonical: "help.servicetitan.com/servicetitan-max-90-day-roi-review-template-and-benchmark-guide" --- > ## 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. # ServiceTitan Max 90-Day ROI Review Template and Benchmark Guide ## Overview You completed your first 30 days on ServiceTitan Max, you ran the Day 30 optimization review, and your team has now been operating against tuned settings for another two months. The next 60 days are about translating usage into return. By Day 90, every feature in your Max package has enough live data to be measured — not just adopted, but evaluated against the baseline you captured at Day 30 and the benchmarks you set for your business. This guide is the shared completion gate you and your team use at the 90-day mark to measure your ServiceTitan Max investment. It is organized in two phases — **ROI measurement**, covering the quantitative review of each feature against your Day 30 baseline and your defined benchmarks, and **90-Day decisions and next-quarter planning**, covering the configuration changes, expansion decisions, and goal-setting that come out of the review. Work through both phases in order. This guide assumes you have already pulled the data described in *Pulling Your 90-Day Max Performance Data in ServiceTitan Max*. If you have not, complete that article's checklist first — this guide tells you what to *do* with the numbers, not how to pull them. ### Who uses this guide - Admins and Office Managers (primary owner of the data pull and benchmark comparison) - Managers and Owners (sign off on ROI findings and approve next-quarter decisions) - PPS (joint reviewer on the 90-Day ROI meeting) - Applies to all ServiceTitan Max customers - Applies to all trades and business types ### How to use this guide - Work through Phase 1: ROI measurement first. Each section compares one connected workflow against the Day 30 baseline you captured and the benchmark you set for your business. - Items marked **Required** must be complete before you move into Phase 2. Items marked **Optional** add depth or refinement but do not block the 90-Day decisions meeting. - Items marked **Dependency** must be complete before the next item in the same section can be acted on. - Coordinate with your PPS— the 90-Day ROI Review is the most valuable joint conversation of your first year on Max. Many of the decisions in Phase 2 (Auto Mode expansion to additional business units, Outbound Virtual Agents campaign expansion, Fleet launch, Atlas rollout) benefit from a joint review of the data before commitments are made. - This is a measurement guide, not a re-implementation guide. The point is to compare what your business is doing now against what you said success would look like, and decide where to invest the next quarter. - When every Required item is checked, you have a complete ROI picture and a defensible plan for the next 90 days. > [!TIP] > **Tip:** Save a copy of this completed guide as part of your Max operational record alongside your Pre-Go-Live and Post-Go-Live checklists. The three together are your first-year story. ## Phase 1: ROI measurement Phase 1 walks the Lead-to-cash workflow the same way your customers experience it. Each section compares one part of that workflow against the baseline you captured at Day 30 and the benchmark you defined for your business. The goal is not to grade each feature in isolation — it is to confirm that the connected workflow is producing the outcomes you bought Max for. ### Before you begin Confirm the following before you start the measurement. Skipping this prep is the most common reason a 90-day review produces conclusions you cannot defend. ☐ **Required.** *Pulling Your 90-Day Max Performance Data in ServiceTitan Max* is complete — 90-day window set, BU filters confirmed, an owner assigned, and reports pulled. This guide picks up from that checklist's output. ☐ **Required.** Day 30 baseline metrics are in hand. These were captured during the Day 30 optimization review (see [*ServiceTitan Max post Go-Live checklist: After your first 30 days*](/v1/docs/servicetitan-max-post-go-live-checklist), Phase 2). If you do not have them, your 90-day numbers cannot be interpreted as ROI — only as a current state.. ☐ **Required.** Pre-Go-Live baseline metrics are in hand where available — average ticket, booking conversion, Abandoned Call rate, AR aging. These are the comparison point that shows what changed after Max went live. ☐ **Required.** Business benchmarks are written down for each phase below — the targets you set for your business during the Day 30 review or earlier (for example, "Online bookings should be 25% of total bookings" or "Dispatch suggestion acceptance should be at least 70%"). ### Demand capture and online booking (Scheduling and Marketing) This section measures the top of your funnel — how many leads your demand-capture stack is producing, and at what quality. ☐ **Required.** Online booking share of total bookings reviewed against the benchmark you set. If you set "25% of bookings should come through the Scheduling Pro widget" and you are at 8%, the widget is not being promoted enough or the available Job Types are too narrow. If you are at or above target, the widget is doing its Job. ☐ **Required.** Online booking conversion rate reviewed. Of customers who started a web booking, how many completed it? A low rate (under 50%) usually points to a configuration issue — restricted availability windows, too few job types exposed, or unclear booking questions — not a demand problem. ☐ **Required.** Reserve with Google booking volume reviewed (if Reserve with Google is active). Confirm bookings are attributed correctly and that the volume justifies the integration. ☐ **Required.** Marketing Revenue Attribution reviewed against pre-Go-Live revenue. Total attributed revenue for the 90-day window is the single most important Marketing number — it shows what your campaigns are actually producing. ☐ **Required.** Lead source diversity reviewed. Are bookings coming from multiple Marketing campaigns and sources, or is one channel carrying the entire funnel? A single-channel funnel is fragile. ☐ **Required.** Email engagement reviewed: open rate, click rate, unsubscribe rate, bounce rate. Compare against the Day 30 baseline. Significant deviation in either direction is worth investigating. ☐ **Required.** Reputation Management activity reviewed (if active). Review Requests sent, response rate, and new review volume across Google, Yelp, and Facebook. ☐ **Optional.** Marketing Ads (if active) performance reviewed for the full 90-day window. Attribution data is now mature enough to measure against ad spend. ☐ **Optional.** Direct Mail Campaigns (if active) ROI calculated — campaign cost compared to attributed revenue. For the underlying data pull, see [*Pulling Your 90-Day Max Performance Data in ServiceTitan Max*](/v1/docs/pulling-your-90-day-max-performance-data-in-servicetitan-max) (Phase 1). ### Call management and lead recovery (Contact Center) This section measures how your phone-based demand is being handled. Contact Center is the feature that powers ServiceTitan Max. ☐ **Required.** Booked-to-Unbooked call ratio reviewed. Of inbound calls in the last 90 days, what percentage resulted in a booked job? This is the single biggest revenue signal Contact Center is designed to influence. Compare against the Day 30 baseline. ☐ **Required.** Abandoned call rate reviewed against the SLA threshold you set. Investigate any sustained period above target. If overflow routing or callback queueing is not configured and the abandoned rate is meaningfully above zero, that is a core Contact Center feature sitting unused. ☐ **Required.** Second Chance Leads conversion rate reviewed (if Second Chance Leads is active). Confirm the queue owner is closing leads, not just touching them. Track recovered revenue specifically. ☐ **Required.** CSR-level activity reviewed for consistency. Major gaps across CSRs may mean some staff are not using the platform fully — this is a coaching issue, not a product issue. ☐ **Required.** Voice Agent (if active) booking volume and escalation reasons reviewed. Escalation patterns point to specific tuning opportunities: Availability escalations point to Adaptive Capacity, Skill escalations point to Voice Agent configuration in Contact Center, Negative Sentiment escalations point to persona refinement. ☐ **Required.** Call recordings reviewed for coaching at least quarterly. Recordings that are captured but never reviewed are a closed loop that never closes. ☐ **Optional.** Call queue SLA thresholds reviewed against 90 days of actual performance. Adjust thresholds at the 90-Day decisions meeting if they were set too aggressively or too loosely at Go-Live. ☐ **Optional.** IVR and call flow design reviewed for opportunities to reduce hold time or improve first-contact resolution. For the underlying data pull, see [*Pulling Your 90-Day Max Performance Data in ServiceTitan Max*](/v1/docs/pulling-your-90-day-max-performance-data-in-servicetitan-max) (Phase 2). ### Speed to Lead and Outbound Virtual Agents Outbound Virtual Agents — the AI lead-follow-up capability inside the Growth section of ServiceTitan — has been running for 60 days since the Day 30 review. This is the first scheduled measurement point where you can see whether Speed to Lead is producing booked revenue. ☐ **Required.** Speed to Lead response rate reviewed: of leads contacted by the AI agent, how many responded? ☐ **Required.** Speed to Lead booking rate reviewed: of leads contacted by the AI agent, how many ended up as booked jobs? ☐ **Required.** Speed to Lead attributed revenue calculated for the 90-day window. Compare against your investment in the capability — this is the cleanest ROI calculation available for Outbound Virtual Agents. ☐ **Required.** Escalation reasons reviewed for patterns. Escalated (Availability) points to Adaptive Capacity; Escalated (Skill/Handling) points to Voice Agent configuration in Contact Center Pro; Escalated (Negative Sentiment) and Escalated (Customer Requested) point to persona and rules tuning. ☐ **Required.** CSR Takeover volume and outcomes reviewed. Confirm CSRs are taking over conversations where appropriate, and that taken-over conversations are closing at a healthy rate. ☐ **Required.** Lead source attribution reviewed for jobs booked by the AI agent. Confirm bookings are tagged with the correct source so Marketing Revenue Attribution captures them. ☐ **Optional.** Voice Agent and SMS Agent transcripts spot-checked for tone, accuracy, and handoff quality. ☐ **Optional.** Outbound Virtual Agents campaign performance compared against the expansion decision made at Day 30 — if you expanded to additional lead sources or goals beyond Speed to Lead, confirm the expansion is producing the volume you projected. For the underlying data pull, see [*Pulling Your 90-Day Max Performance Data in ServiceTitan Max*](/v1/docs/pulling-your-90-day-max-performance-data-in-servicetitan-max) (Phase 2). For Speed to Lead CSR workflow, see [*Utilizing Speed to Lead as a CSR in ServiceTitan Max*](/v1/docs/utilizing-speed-to-lead-as-a-csr-in-servicetitan-max). ### Adaptive Capacity performance Adaptive Capacity is the foundation for Smart Dispatching and for the times Voice Agent quotes to inbound leads. Ninety days of live data is the first window where Adaptive Capacity's accuracy can be evaluated meaningfully. ☐ **Required.** Capacity utilization reviewed across the 90-day window. Identify time slots that are consistently over- or under-utilized. ☐ **Required.** Outbound Virtual Agents *Escalated (Availability)* rate reviewed. A persistent rate of these means the AI agent is offering times your business does not have — Adaptive Capacity is out of sync with operational reality. ☐ **Required.** Strategic Rules reviewed against actual outcomes. Rules adjusted at Day 30 should now have 60 days of data behind them. Confirm they are doing what you expected, and adjust where they are not. ☐ **Required.** Dispatcher feedback collected on whether Adaptive Capacity-quoted times match what dispatch can actually staff. A persistent disconnect here means Adaptive Capacity is producing decisions that field operations cannot honor. ☐ **Optional.** Capacity gaps identified during the 90-day window mapped to specific business units or trades. These are the inputs to the next round of Strategic Rules adjustments. ### Smart Dispatching (Dispatch Auto Mode) By Day 90, business units that were moved to Dispatch Pro Auto Mode at Day 30 have 60 days of automated dispatch data, and business units still in manual or assist mode have 90 days of suggestion-acceptance data. The measurement question is whether the AI is doing what you expected. ☐ **Required.** Dispatch suggestion acceptance rate reviewed by Business Unit. Low acceptance after 90 days of live data is a configuration or trust issue, not an AI maturity issue. ☐ **Required.** Auto Mode business units (those enabled at Day 30) reviewed for outcomes against the goal weight configured (drive time, average ticket, or balanced). Confirm the outcomes match the priority set. ☐ **Required.** Override patterns reviewed for any business unit still in manual or assist mode. Persistent overrides on the same recommendation type signal a configuration adjustment, not a training adjustment. ☐ **Required.** Technician utilization reviewed by business unit. Are technician days running consistently full, or are there persistent gaps Adaptive Capacity should be filling? ☐ **Required.** On-time arrival rate reviewed against pre-Go-Live baseline. Dispatch and Field together should be moving this number. ☐ **Required.** Job mix per technician reviewed. Are high-value job types going to the best-matched technicians, or is dispatch defaulting to historical habits? ☐ **Optional.** Maximum drive time rules reviewed per business unit and adjusted based on 90 days of live data. ☐ **Optional.** Dispatcher task board rules refined based on what 90 days of usage has shown. For the underlying data pull, see [*Pulling Your 90-Day Max Performance Data in ServiceTitan Max*](/v1/docs/pulling-your-90-day-max-performance-data-in-servicetitan-max) (Phase 3). ### Dynamic pricing and estimates (Pricebook) Pricebook has now been used in the field for 90 days. The measurement question is whether it is moving average ticket and close rate, and whether technicians are using it consistently. ☐ **Required.** Average ticket reviewed against pre-Go-Live baseline. This is the single most important Pricebook number — it shows whether the pricebook is producing the revenue lift the investment was made for. ☐ **Required.** Close rate reviewed against pre-Go-Live baseline. Pricebook and Field together should be moving this. ☐ **Required.** Estimate presentation rate reviewed. What percentage of jobs in the last 90 days included at least one estimate? A low rate is a workflow or coaching issue. ☐ **Required.** Good-Better-Best presentation rate reviewed. Of estimates presented, how many showed multiple options? Pricebook is specifically designed to support multi-option presentations. ☐ **Required.** Pricebook usage consistency reviewed. Are technicians selecting from the Pricebook catalog, or entering manual line items? A high rate of off-pricebook entries means either the catalog is missing items technicians need, or technicians are not searching it effectively. ☐ **Required.** Smart Recommendations acceptance rate reviewed (if Smart Recommendations is enabled). Low acceptance after 90 days means recommendations need refinement, or technicians need additional training on when to use them. ☐ **Required.** Member vs. non-member pricing reviewed for accuracy on jobs where memberships apply. Pricing errors here erode trust in the pricebook and the Membership program. ☐ **Optional.** Dynamic Pricing rules reviewed against Regional Pricing Average benchmarks for any meaningful market drift. ☐ **Optional.** Explainer PDFs (if enabled) usage reviewed for whether technicians are pulling them up during customer conversations. For the underlying data pull, see [*Pulling Your 90-Day Max Performance Data in ServiceTitan Max*](/v1/docs/pulling-your-90-day-max-performance-data-in-servicetitan-max) (Phase 4). ### Field execution and mobile (Field, Field Mobile App, Atlas) Field execution is where pricing strategy, dispatch decisions, and coaching investment either pay off or fall apart. Ninety days of recordings, scorecards, and mobile activity is the first window where field execution can be measured meaningfully. ☐ **Required.** ServiceTitan Field Mobile App login consistency reviewed. Every active technician should be logging in daily during scheduled shifts. Inconsistent logins after 90 days is a strong signal that field workflows are happening off-platform. ☐ **Required.** Empty invoices and incomplete jobs reviewed. A persistent count of jobs with empty invoices means technicians are not closing out properly in the field. ☐ **Required.** Field recording volume reviewed. Recordings should be uploading consistently from technician devices and appearing in the dashboard within the expected timeframe. ☐ **Required.** Two-party consent compliance spot-checked in applicable states. Confirm technicians are using the recording consent disclosure on every job. ☐ **Required.** Coaching cadence reviewed. The Day 30 review established a coaching framework — confirm that scheduled coaching conversations are actually happening and that recordings are being used as the basis. ☐ **Required.** Scorecard data reviewed against the criteria set at Day 30. Identify which criteria are correlating with revenue outcomes and which are not. ☐ **Required.** Atlas usage (if enabled) reviewed for adoption. Atlas is the AI assistant inside Field for in-field equipment diagnostics. Low usage after 90 days signals a need for reinforcement training, not a settings change. ☐ **Required.** Trade-specific diagnostic tool usage reviewed where applicable (Airflow Calculator, SubCool/SuperHeat, Duct Sizing). Low or no usage signals a training gap. ☐ **Required.** Timesheet exception patterns reviewed. Frequent exceptions point to clock-in/out behavior issues, often correlated with low mobile adoption. ☐ **Optional.** Peer coaching library reviewed for active usage. Top-performer clips added at Day 30 should be circulating by Day 90. For the underlying data pull, see [*Pulling Your 90-Day Max Performance Data in ServiceTitan Max*](/v1/docs/pulling-your-90-day-max-performance-data-in-servicetitan-max) (Phases 3 and 5). ### Fleet (if active) Fleet is part of the ServiceTitan Max bundle but is most often launched during the Optimization phase rather than at Go-Live. The items below apply only if Fleet is active. ☐ **Required if Fleet is active.** Vehicle utilization reviewed for the 90-day window. Identify vehicles with persistent gaps that suggest underutilization. ☐ **Required if Fleet is active.** Driver scorecard data reviewed against the benchmarks set at activation. Identify driving behavior trends — improving, holding steady, or degrading. ☐ **Required if Fleet is active.** Geofence alerts reviewed. False positives investigated and adjusted; true positives reviewed for whether they triggered the right response. ☐ **Required if Fleet is active.** AI dashcam footage reviewed for any flagged events. ☐ **Required if Fleet is active.** GPS Timesheet Integration (if active) reviewed for timesheet accuracy. Confirm payroll entries match GPS arrival and departure data within tolerance. ☐ **Required if Fleet is active.** Fuel and maintenance cost trends reviewed. Identify vehicles needing attention. ☐ **Optional.** Idle-time trends reviewed against the baseline established at activation. ☐ **Optional if Fleet is not active.** Decision made on whether to activate Fleet in the next quarter. Vehicle count, trade type, and operating area all influence the value calculation — coordinate with your CSM. ### Invoicing, Payments, and revenue protection Field execution either closes with a paid Invoice or leaks revenue into AR. The 90-day window is the first window where invoicing and collections patterns can be evaluated against pre-Go-Live performance. ☐ **Required.** Payment-at-job-completion rate reviewed. Are payments being collected in the field, or is AR growing? Compare against pre-Go-Live baseline. ☐ **Required.** AR aging reviewed across the 90-day window. Has AR grown, held steady, or shrunk? Significant growth requires a collections process review. ☐ **Required.** Open estimate follow-up rate reviewed. Unsold estimates without follow-up activity are a revenue leak that Marketing automation is designed to close. ☐ **Required.** Recurring services and re-engagement campaign performance reviewed. Are aging-equipment customers being contacted? Are post-job Follow-Up Campaigns firing? ☐ **Required.** Membership signup, renewal, and service-on-schedule activity reviewed (if memberships are part of your sales model). ☐ **Required.** Invoices generated by Max workflows posting to the correct GL accounts confirmed. Pattern errors here will distort financial reporting. ☐ **Optional.** Jobs without payments reviewed for patterns by business unit, technician, or job type. Patterns point to specific workflow adjustments. For the underlying data pull, see [*Pulling Your 90-Day Max Performance Data in ServiceTitan Max*](/v1/docs/pulling-your-90-day-max-performance-data-in-servicetitan-max) (Phase 6). ### Cross-product workflow performance The point of ServiceTitan Max is creating one connected workflow. The cross-product view is the only place where the ROI of *the bundle* becomes visible. ☐ **Required.** Cross-product performance dashboard reviewed for the 90-day window. See [*ServiceTitan Max cross-feature workflow reference guide*](/v1/docs/servicetitan-max-cross-feature-workflow-reference-guide). ☐ **Required.** Lead-to-cash velocity reviewed: from first customer touch (call, web booking, lead recovery, or Speed to Lead) to invoice paid, how long does the cycle take? Compare against pre-Go-Live baseline where data is available. ☐ **Required.** Connected-workflow examples surfaced. Identify three specific 90-day examples where two or more features combined produced an outcome neither would have produced alone (for example, a Marketing campaign that generated a lead, was contacted by Speed to Lead, booked into Adaptive Capacity availability, dispatched by Dispatch Pro Auto Mode, and closed by a Field coached technician). These are your internal proof points. ☐ **Required.** Scorecards reviewed for the team-level performance picture. ☐ **Optional.** Industry benchmarking discussion held with CSM. Your CSM can compare your numbers against patterns seen across other ServiceTitan Max customers without sharing identifying data. ## Phase 2: 90-Day decisions and next-quarter planning Phase 2 is the structured decision meeting at the end of the 90-day window. Phase 1 produced the data — Phase 2 turns it into commitments. Do not begin Phase 2 until every Required item in Phase 1 is complete. ### 90-Day ROI meeting ☐ **Required.** 90-Day ROI meeting scheduled with the Admin / Office Manager, Manager / Owner, CSM, and PAM. Allow at least two hours. This is the most important joint review of your first year on Max. ☐ **Required.** ROI measurement findings from Phase 1 compiled into a single review document. Include the Day 30 baseline, the 90-day actual, the benchmark you set, and the variance for every metric. ☐ **Required.** Top 3 wins identified. Where is adoption strongest? What is already paying off? These are your internal stories for the next quarter. ☐ **Required.** Top 3 underused capabilities identified. Where is the gap between what is enabled and what is being used? These are your prioritized next-quarter focus areas. ☐ **Required.** Top 3 next steps identified for the next 90 days. Pick the highest-leverage actions — typically one configuration change, one training action, and one process or rollout change. ☐ **Required.** Each next step assigned a single owner and a target date. ☐ **Required.** Next ROI review date scheduled (90 days out, typically at Day 180). ### Pricebook next-quarter decisions ☐ **Required.** Decision made on whether to enable or expand Smart Recommendations based on 90 days of acceptance data. ☐ **Required.** Decision made on which Dynamic Pricing rules to adjust based on Regional Pricing Average data and observed market signal. ☐ **Required.** Decision made on which estimate templates to add, retire, or modify based on the bypass rate from Phase 1. ☐ **Optional.** Pricebook coverage gap list compiled — services or materials the catalog is missing — and a target date set for closing the gaps. ☐ **Optional.** Refresher training scheduled for any team members consistently using manual line entries instead of pricebook items. ### Dispatch next-quarter decisions ☐ **Required.** Decision made on whether to expand Dispatch Pro Auto Mode to additional business units. Use the outcome data from BUs already in Auto Mode as the evidence. ☐ **Required.** Business unit goal weight adjustments confirmed where 90 days of data shows the original weighting is not producing the priority outcome. ☐ **Required.** Rollback plan documented for any business unit moving to Auto Mode in the next quarter. ☐ **Optional.** Maximum drive time rules updated per business unit based on 90 days of actual route data. ☐ **Optional.** Technician skill mapping refreshed based on observed job mix and outcomes. See [*Dispatch Pro Auto Mode setup and management guide in ServiceTitan Max*](/v1/docs/dispatch-pro-auto-mode-setup-and-management-guide-in-servicetitan-max). ### Marketing next-quarter decisions ☐ **Required.** Decision made on the next campaign — which audience, which trigger, which cadence — based on the campaigns that worked and the segments still untouched. ☐ **Required.** Audience segment health reviewed and stale segments retired. ☐ **Required.** Decision made on whether to activate or expand Marketing Ads based on 90 days of attribution data. ☐ **Required.** Decision made on direct mail expansion or reduction based on ROI calculated in Phase 1. ☐ **Optional.** Reputation management cadence adjusted based on review response rate. ☐ **Optional.** Sender domain reputation reviewed and any deliverability issues addressed. See [*Advanced campaign playbook: Templates and best practices in ServiceTitan Max*](/v1/docs/advanced-campaign-playbook-templates-and-best-practices-in-servicetitan-max). ### Contact Center and Voice Agent next-quarter decisions ☐ **Required.** Call queue SLA thresholds adjusted based on 90 days of actual performance. ☐ **Required.** Voice Agent (if active) tuning decisions made based on escalation patterns: persona refinements, transcript updates, additional supported job types, or escalation rule adjustments. ☐ **Required.** Second Chance Leads workflow ownership confirmed and conversion target set for the next quarter. ☐ **Required.** Decision made on Voice Agent expansion — additional call types, additional hours of coverage, or both. ☐ **Optional.** Custom knowledge base for the Voice Agent expanded based on common caller questions observed in Phase 1. ☐ **Optional.** IVR and call flow refinements scheduled based on caller behavior observed across 90 days. ### Outbound Virtual Agents next-quarter decisions ☐ **Required.** Decision made on Outbound Virtual Agents campaign expansion — additional lead sources, additional goals beyond Speed to Lead, or both. The 90-day attribution data is now mature enough to support the decision. ☐ **Required.** Escalation triage process refined based on 90 days of CSR Takeover activity. Update the CSR workflow documentation if patterns suggest changes. ☐ **Required.** Adaptive Capacity reviewed specifically through the lens of Outbound Virtual Agents expansion — Speed to Lead can only book into capacity that exists, so any expansion needs the capacity to back it. ☐ **Optional.** Voice Agent persona and SMS tone reviewed for refinements based on customer response patterns. ### Field and coaching next-quarter decisions ☐ **Required.** Coaching cadence adjusted based on 90 days of recording usage. If the framework set at Day 30 is producing results, confirm it. If not, redesign before the next quarter. ☐ **Required.** Custom scorecard criteria adjusted based on which criteria correlated with revenue outcomes in Phase 1. ☐ **Required.** Atlas adoption plan set for any technicians still not using it after 90 days. Reinforcement training is the lever — Atlas is included in Field, not gated separately. ☐ **Required.** Top-performer clip library refreshed with the best recordings from the 90-day window. ☐ **Optional.** AI Equipment Diagnostics (Unsold Estimate identification) reviewed for activation if not already active. See [Review Field performance and recordings in ServiceTitan Max](/v1/docs/review-field-performance-and-recordings-in-servicetitan-max). ### Adaptive Capacity next-quarter decisions ☐ **Required.** Strategic Rules adjusted to reflect what 90 days of live data shows. See [Optimize Adaptive Capacity: Configure Strategic Rules](https://help.servicetitan.com/how-to/optimize-adaptive-capacity-configure-strategic-rules). ☐ **Required.** Capacity gaps identified in Phase 1 closed — either by adjusting shifts, adjusting Strategic Rules, or both. ☐ **Optional.** Basic and Capacity Settings refined based on 90 days of conversion and utilization data. See [*Configure Adaptive Capacity in ServiceTitan Max*](/v1/docs/configure-adaptive-capacity-in-servicetitan-max). ### Fleet next-quarter decisions (if active) ☐ **Required if Fleet is active.** Geofence and alert configuration refined based on false-positive patterns observed in Phase 1. ☐ **Required if Fleet is active.** Driver scorecard benchmarks reviewed and adjusted based on 90 days of behavior data. ☐ **Required if Fleet is active.** Vehicle maintenance schedules updated based on actual usage data. ☐ **Optional if Fleet is not active.** Decision made on whether to activate Fleet in the next quarter — based on vehicle count, operating area, and the operational risk Fleet would close. ### Reporting and visibility next-quarter decisions ☐ **Required.** Scorecards updated to reflect what the first 90 days revealed about which metrics actually predict outcomes for your business. ☐ **Required.** Reports scheduled to run automatically every 30 days going forward where not already scheduled. ☐ **Required.** Reporting baseline reset for the next 90-day window. Today's 90-day actuals become the new baseline for the Day 180 review. ☐ **Optional.** Custom dashboards reviewed and rebuilt for any role whose primary view is no longer the most useful one. ### Team adoption and training next-quarter decisions ☐ **Required.** Role-specific training gaps identified in Phase 1 mapped to specific refresher sessions, with owners and target dates. ☐ **Required.** New-hire onboarding plan updated to reflect 90 days of lessons learned. See [*Add and train new users in ServiceTitan Max.*](/v1/docs/add-and-train-new-users-in-servicetitan-max) ☐ **Required.** Peer coaching pairs reviewed and refreshed for the next quarter. ☐ **Optional.** Customer-facing communications updated if booking flow, service offerings, or hours have changed during the first 90 days. ### Documentation and sign-off ☐ **Required.** 90-Day ROI findings documented and shared with the team. ☐ **Required.** All next-quarter decisions documented with owners and target dates, and added to your internal process notes. ☐ **Required.** Admin / Office Manager has reviewed every Required item in Phase 1 and Phase 2 and confirmed completion. ☐ **Required.** Manager / Owner has reviewed the 90-Day ROI findings and approved the next-quarter decisions. ☐ **Required.** Confirmation sent to CSM and PAM that the 90-Day ROI Review is complete and the next-quarter plan is in place. ☐ **Optional.** Internal communication sent to the team summarizing the wins, the gaps, and the next-quarter focus areas. > [!TIP] > **Tip:** Save a copy of this completed guide with your 90-Day sign-off date as part of your Max operational record. Together with your Pre-Go-Live and Post-Go-Live checklists, it is the first-year story of your investment. ## What to expect after Day 90 The first 90 days establish your Max baseline; the next 90 are where the AI-driven capabilities compound. Between Day 90 and Day 180, expect Dispatch Pro Auto Mode coverage to expand across additional business units as confidence grows, Marketing attribution windows to mature into reliable forecasting inputs, Field coaching to start showing in close-rate trends rather than recording counts, and Pricebook Smart Recommendations to influence average ticket in measurable ways quarter over quarter. The 90-Day ROI Review is not a one-time event. Run this checklist again at Day 180, Day 270, and Day 360 — each one comparing against the previous baseline. By the end of your first year, you will have four data points instead of one, and that is what a defensible ROI story looks like. ## Want to learn more? - See [ServiceTitan Max Pre-Go-Live Checklist](/v1/docs/servicetitan-max-pre-go-live-checklist-md-1) - See [ServiceTitan Max post Go-Live checklist: After your first 30 days](/v1/docs/servicetitan-max-post-go-live-checklist) - See [ServiceTitan Max cross-feature workflow reference guide](/v1/docs/servicetitan-max-cross-feature-workflow-reference-guide) - See [Review Field performance and recordings in ServiceTitan Max](/v1/docs/review-field-performance-and-recordings-in-servicetitan-max) - See [Optimizing Adaptive Capacity after Go-Live](/v1/docs/optimizing-adaptive-capacity-after-go-live) - See [Dispatch Pro Auto Mode setup and management guide in ServiceTitan Max](/v1/docs/dispatch-pro-auto-mode-setup-and-management-guide-in-servicetitan-max) - See [Advanced Campaign Playbook: Templates and Best Practices in ServiceTitan Max](/v1/docs/advanced-campaign-playbook-templates-and-best-practices-in-servicetitan-max) - See [Pricebook optimization guide in ServiceTitan Max](/v1/docs/pricebook-pro-optimization-guide-in-servicetitan-max) - See [Utilizing Speed to Lead as a CSR in ServiceTitan Max](/v1/docs/utilizing-speed-to-lead-as-a-csr-in-servicetitan-max) - See [Add and train new users in ServiceTitan Max](/v1/docs/add-and-train-new-users-in-servicetitan-max) - See [Optimize Adaptive Capacity: Configure Strategic Rules](https://help.servicetitan.com/how-to/optimize-adaptive-capacity-configure-strategic-rules) A prospective customer or job who presents a revenue-generating opportunity. In ServiceTitan, a Lead is an incoming call that lasts at least 60 seconds or is assigned the call reason, Is Lead. There are several types of Leads that you can use to report on different aspects of your business. For more, see Leads. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's advanced scheduling add-on that adds smart capacity management, technician skill matching, and zone-based booking rules. **What it does:** Ensures the right technician is booked for the right job at the right time, maximizing daily revenue and reducing travel waste. **Also called:** Advanced scheduling, Smart scheduling **Tags:** Scheduling Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Configurable categories that classify jobs (e.g., HVAC Install, Drain Cleaning, Roof Replacement) for reporting and routing. **What it does:** Enables targeted pricing, technician skill matching, reporting segmentation, and correct workflow routing by type of work. **Also called:** Service types, Work categories **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The core work record in ServiceTitan representing a service request, containing appointments, invoices, estimates, and notes. **What it does:** Acts as the operational and financial center of gravity for all work performed — everything is tied to a Job. **Also called:** Work order, Service ticket **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Tools for requesting, monitoring, and responding to online reviews across Google, Yelp, and other platforms. **What it does:** Protects and grows a business's online reputation — the primary driver of inbound calls — by automating review requests and responses. **Also called:** Review management, Online reviews **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Automated SMS or email requests sent to customers post-job asking them to leave a review on Google or other platforms. **What it does:** Increases review volume and star ratings — directly impacting organic search rankings and inbound lead flow. **Also called:** Review ask, Post-job review prompt **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Physical mailer campaigns triggered and tracked through Marketing Pro to target specific customer segments. **What it does:** Reaches customers in markets where digital response rates are lower, with revenue attribution tracked back in ServiceTitan. **Also called:** Postcard campaigns, Direct mailers **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call in ServiceTitan is a phone call that is usually received by the system or occasionally added manually. The call can lead to a job being booked. For more, see Understanding call classifications. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The office staff role in ServiceTitan responsible for answering calls, booking jobs, and managing customer communication. **What it does:** The primary user role for inbound call handling and job booking; CSR performance metrics (CBR, ACW) drive revenue tracking. **Also called:** Dispatcher, Office staff, Booking agent **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Customer Service Representative ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan’s real-time engine that tracks available technician time based on shifts, skills, zones, business units, and capacity rules. **What it does:** Manages booking availability so CSRs only book jobs when technicians truly have capacity, cutting over-booking and missed appointments. **Where to find it:** Settings › Adaptive Capacity. **Also called:** Live booking availability, Real-time capacity **Tags:** Scheduling Pro, AI-Powered [Learn more →](https://help.servicetitan.com/docs/adaptive-capacity-overview-learn-how-it-works) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Automated phone menu that greets callers and routes them to the right team or queue based on their input. **What it does:** Reduces hold times and misrouted calls by intelligently directing customers to the appropriate CSR or department. **Also called:** Phone tree, Auto-attendant **Tags:** Phones Pro, Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Interactive Voice Response ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns AI-powered dispatching product that analyzes job requirements, technician skills, drive time, and capacity to optimize job assignments. **What it does:** Maximizes technician utilization and on-time arrivals by algorithmically routing and assigning jobs — reducing the cognitive load on dispatchers. **Also called:** AI dispatch, Smart dispatch **Tags:** Dispatch Pro, ServiceTitan Max, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) An internal division within ServiceTitan used to segment work, reporting, and accounting — for example, “Resi HVAC” vs. “Commercial Plumbing.” **What it does:** Lets multi-trade or multi-division businesses track performance, capacity, and financials separately per division. **Where to find it:** Settings › Business Units. **Also called:** Trade division, Service line, BU **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/add-and-edit-a-trade-or-division) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's product and service catalog where all items, tasks, materials, and pricing are defined and maintained. **What it does:** Ensures pricing consistency across all technicians and CSRs and enables fast, accurate estimate and invoice generation. **Also called:** Price list, Service catalog **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A formal price quote presented to a customer before work begins, created from Pricebook items in ServiceTitan. **What it does:** Gives customers a transparent breakdown of costs and enables the business to track conversion from estimate to sold job. **Also called:** Quote, Proposal **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A recurring service contract sold to customers that provides scheduled maintenance visits and priority service at a set monthly or annual price. **What it does:** Creates predictable recurring revenue, improves retention, and gives a steady base of scheduled work for the dispatch board. **Where to find it:** Follow Up › Recurring Service Events. **Also called:** Maintenance plan, Service contract **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/grow-recurring-revenue-with-memberships-1) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's iOS and Android app for technicians to manage their schedule, job details, invoices, photos, and payments in the field. **What it does:** Keeps technicians connected to the office in real time — eliminating paper, reducing back-office data entry, and enabling on-site payments. **Also called:** Field app, Tech app **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Integrated payment processing within ServiceTitan for collecting credit card, ACH, and financing payments in the field or office. **What it does:** Eliminates third-party payment friction by letting techs collect payment on-site via the mobile app, with funds deposited directly. **Also called:** In-app payments, Field payments **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** ServiceTitan Payments The finalized billing document sent to a customer after work is completed, generated from job records in ServiceTitan. **What it does:** Records all work performed and charges for accurate payment collection, financial reporting, and accounting integration. **Also called:** Bill, Work order invoice **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The package of service visits included with a membership. When you sell a membership, recurring services are attached to the customer service location with details including start dates, service recurrence, and preferred technician. These details are used to create recurring service events. [Learn more →](https://help.servicetitan.com/docs/memberships-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Automated campaigns that re-engage customers after a job is completed — typically promoting memberships, reviews, or next-service reminders. **What it does:** Converts one-time customers into recurring revenue by automatically reaching out at the right moment post-job. **Also called:** Post-job campaigns, Retention campaigns **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)