Service Titan Knowledge Base

Overview: Using ServiceTitan Marketing ProLast updated on 08/26/2022

Use ServiceTitan Marketing Pro to simplify how you manage your marketing and amplify your brand awareness all in one place.


Benefits of using ServiceTitan Marketing Pro

  • Easy access to a comprehensive marketing tool built right in ServiceTitan, enabling you to track and drill down into KPIs using an easy-to-read dashboard and scorecarding features

  • Access to actionable data in one place, including reporting you can share across your team

  • Create content from pre-built templates to build from content designed specially to fit your campaign needs

  • Increase revenue through targeted campaigns based on the actions and needs of your customers

  • See how your campaigns perform, including see the entire marketing funnel in action, tracking real return on investment (ROI) to optimize your efforts as you go


Reasons to build campaigns

  • Find and target open estimates, leaving no opportunities behind

  • Follow up with customers who don’t show recent activity in ServiceTitan, such as customers who have not called your business or booked a job

  • Automatically reach out to customers with soon-to-expire memberships, plus see which memberships expire and when and remind them to renew

  • Target customers that use specific equipment in their homes, encouraging them to take the necessary steps to keep it up to date and stay safe


Things to know before you start

  • The first time you go to Marketing Pro, you're prompted to edit Marketing Pro Email Settings. to learn more, see Manage Marketing Pro settings.

  • When you first start using Marketing Pro, your account will be in a warmup period. This warmup period helps establish the email reputation of your business and reduces the likelihood of your messages being labeled as spam. While your account is warming up, the number of marketing messages that you can send each day is limited. Each day, you can send more email messages than the day before. If you schedule a campaign that would send more messages than allowed by the daily limit, emails that exceed the limit will be sent the following day.

  • Customize your emails and audiences using pre-built templates you can edit and use across your campaigns. You can even add your company logo(s) to brand the content you share with your customer base.

  • Use automated campaigns for when you want to run a campaign indefinitely based on criteria you set and email sequences you choose. One-time campaigns are good for when you want to launch a one-off campaign that’s set to expire on a specific date and once it’s over, it’s done.

  • Difference between core Campaigns and Marketing Pro in ServiceTitan: Core Campaigns is designed to help you track marketing across multiple channels. ST Marketing Pro campaigns use your ServiceTitan data, automation, and pre-built content, empowering you to create hyper-targeted and more effective email campaigns.

  • For tips and proven best practices on how to best use ServiceTitan Marketing Pro for your business, see Marketing Pro Playbook.


Marketing Pro Analytics

Your ServiceTitan Marketing Pro Analytics gives you insight into the overall performance of any campaign you’ve launched. From here, you can

  • Track key metrics for email and revenue performance Tip: You can also create reporting and share with people on your team. To create, go to Reports > Reports 2.0. You can add the metrics you want to track. Metrics include: Open Rate, Click Rate, Total Opens, Total Clicks, Unsubscribe %, Total unsubscribes, Delivery Rate, Total Emails Sent, Total Emails Delivered, and Open to Call Rate. When you’re done, schedule the report to share with specific members on your team. To learn more, see Create and manage reports in Reports 2.0.

  • Easily look up historical data for the last 30, 60, or more days to see how campaigns performed during a specific time frame.

  • View performance for both your Automated and One-time campaigns

  • Drill down into performance metrics for insight into things like revenue, jobs booked and sold, and revenue per job Want to build a campaign? Click Create Campaign to create one directly from the dashboard. For more on creating campaigns, see Create email campaigns and Create Direct Mail campaigns.

  • Want to build a campaign? Click Create Campaign to create one right from the dashboard. For more on creating campaigns, see see Create email campaigns and Create Direct Mail campaigns.

Email Performance

One of the key indicators when tracking campaigns is your email performance. The dashboard is set up so one of the first things you see is metrics to track what’s most important. Metrics include

  • Sent—number of customers who were sent emails through all your campaigns

  • Delivered—number and percentage (%) of emails delivered based on emails sent

  • Opened—number and percentage (%) of total email opened based on emails delivered

  • Clicked—number and percentage (%) of emails clicked based on emails opened

  • Called—number and percentage (%)

  • Unsubscribed—total number of customer email unsubscribes based on emails delivered

Revenue Performance

See total overall revenue metrics in dollars ($) generated by your campaigns for a selected time frame (last 30, 60, or 90 days), including booked and sold jobs:

  • Revenue—total revenue in dollars ($) generated by your campaigns

  • Bookings—total number and percentage (%) of jobs booked based on your campaigns

  • Sold Jobs—total number and percentage (%) of sold estimates/jobs based on jobs assigned to a campaign

Automated and One-time campaign metrics

In the dashboard you can view both your automated and one-time campaigns and track performance for each, making it easier to know what’s going all in one place.

Additionally, you can drill into the metrics for details at any time.

Metrics descriptions for automated and one-time campaign performance

You can drill down into several columns to view more granular campaign data:

Column name

Description

Drilldown to see

Name

The name of the campaign

No drilldown

Status

Campaign status. Can be

  • Draft

  • Scheduled

  • Live

  • Finished

  • Stopped

For more on campaign status, see Create email campaigns and Create Direct Mail campaigns.

No drilldown

Launch

Date you launched the campaign

No drilldown

Revenue

Revenue in dollars ($) campaign generated

Details about revenue for this campaign

Attributed Revenue

Total revenue in dollars ($) campaign generated

Details about revenue and attributed revenue for this campaign, including jobs, invoice numbers, completion dates, and more.

Sent

Number of customers included in this campaign

A list of customers emailed. For each, you can also see if the email was delivered, opened, and if the customer clicked any link in the email.

Delivered

Number of emails delivered

A list of customers for whom the email was delivered successfully. For each, you can see if the email was opened and if the customer clicked any link in the email.

Opened

Percentage of emails opened

A list of customers who opened an email. For each, you can see if the customer clicked any link in the email.

Clicked

Percentage of emails clicked

A list of customers who clicked on any link in the email.

Calls

Number of calls attributed to this campaign

A list of each call made as a result of this campaign, as well as details about each call

Man. Calls

Number of manual calls related to this campaign

A list of each call made for this campaign, as well as details about each call

Leads

Number of leads generated from calls related to this campaign

A list of jobs made for this campaign

Booked

Number of jobs booked attributed to this campaign

A list of each job booked for this campaign, as well as details about each job

Sold

Number of sold job generated from the campaign

A list of jobs sold. For each, you can see the detail(s).

New Customers

Number of new customers  attributed to this campaign

A list of new customers connected to this campaign, as well as details about each customer

Converted

Number of estimates sold attributed to this campaign

A list of each job converted into a sold estimate for this campaign, as well as details about each sold estimate

Rev. Per Job

Total revenue in dollars generated per job booked

No drilldown

Tip: Click the column headers in this table to reorder the names alphabetically or numbers and percentages numerically.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.