Report on appointments: Transition from a multi-job workflow to appointmentsLast updated on 03/22/2022
Before appointments were introduced in ServiceTitan, you would book separate jobs for each day of work to complete a multi-day install or service. With appointments, you create separate appointments for each day of work on a single job. This article documents the changes in reporting you can expect to see when transitioning to multi-appointment jobs.
Things to know
If you are not ready to book multiple appointments on a job, you can continue to book separate jobs for each day of work. Each job has a single appointment.
Key performance indicators (KPIs) in the modular dashboard match KPIs in reports. KPIs in reports that are affected by appointments are also affected in the dashboard.
Reporting changes with appointments
When transitioning from a multi-job workflow to multi-appointment jobs, you can expect to see the following changes in your reporting:
A reduction in the count of completed jobs
Jobs that span multiple days
While revenue and sales totals stay the same, these changes affect KPIs that rely on job count or job completion date. For example:
A decrease in job count leads to a decrease in sales opportunities, while total sales remain the same. Sales averages are likely to increase with appointments.
Billable hours are only reported for completed jobs. In the multi-job workflow, billable hours for an install could appear in reports across several days. With appointments, all billable hours for an install are reported on the job completion date.
Some additional reporting changes you can expect to see:
Example: Five-day install
Here are two ways to book a five-day install:
Multi-job workflow—Book a separate job for each day of work and invoice $200 for each job. The total for all invoices is $1,000.
Multi-appointment job—Book a single job and create an appointment for each day of work. The job invoice totals $1,000.
If day three of the job lands at the end of the month and you run monthly reports, report results between the two methods vary significantly, even though the revenue totals for the completed installs are the same:
Report templates affected
Transitioning from the multi-job workflow to multi-appointment jobs affects several KPIs in multiple report templates:
Business Unit Performance template
Campaign Summary template
Customer Memberships template
Customers template
Equipment template
Estimates template
Jobs template
Locations template
This report is limited to locations with job activity in the date range. Since multi-appointment jobs can take longer to be included in reports, this could result in fewer locations populating in a given date range. Adjust your date filters accordingly.
Office Performance template
Technician Performance template
Most KPIs require the technician to have a non-0% split on the job. Make sure splits are adjusted accurately on completed invoices to ensure accurate reporting.