Service Titan Knowledge Base

Marketing ScorecardsLast updated on 03/22/2022

The Modular Dashboard includes the Marketing Scorecards section where you can track up-to-the minute key performance indicators (KPIs) for your marketing campaigns and drill down to view details on individual campaigns.


Things to know


Marketing Scorecards

The Marketing Scorecards section of the Modular Dashboard displays a table of marketing campaigns.

Each entry in the table represents a marketing campaign and includes the following KPIs:

  • Phone—Phone number associated with the campaign

  • Leads—Number of inbound calls considered leads. A lead call lasts at least 60 seconds where the call type is not excused.

  • Inbound Booked—Number of jobs booked from inbound calls

  • Sold—Number of completed jobs with an invoice subtotal that meets the job type sold threshold. Date filters apply to incoming call date or, if booked from a manual call, by job creation date.

  • Inbound Booked %—Percent of leads booked into jobs

  • Sold %—Percent of leads that resulted in sold jobs

  • Revenue—Sum of income items on completed job invoices. Income items are pricebook items assigned to an income general ledger (GL) account. Date filters apply to job completion date.


Campaign scorecards

Click a campaign in the table to open its scorecard in a new browser tab. The scorecard reports on marketing and job booking KPIs.

Marketing KPIs

The top of the scorecard shows marketing metrics for the campaign:

  • Total Revenue—Sum of income items on completed job invoices. Income items are pricebook items assigned to an income general ledger (GL) account. Date filters apply to job completion date.

  • Total Cost—Cost of the marketing campaign for the reporting date range based on the daily cost set in campaign settings

  • Cost Per Lead—Cost of the campaign divided by the number of call leads

  • ROI—Return on investment which is the total revenue divided by the total campaign cost

Job booking KPIs

Below the campaign are the counts of booking-related KPIs:

  • Calls—Number of inbound calls

  • Leads—Number of inbound calls considered leads. A lead call lasts at least 60 seconds where the call type is not excused.

  • Booked—Number of jobs booked from inbound calls

  • Manual Calls—Number of jobs that were not booked from inbound calls

A table lists call and job details for the highlighted KPI. Click a KPI to refresh the table for that KPI.

You can interact with items in the table:

  • If a job was booked, click View Job to open the job record.

  • Click a call to listen to a recording of it in the Call Playback pop-up.

    Here, you can perform additional actions:

  • Click Download to download an MP3 copy of the call.

  • Click the customer name to open their customer record.

  • Click the Tags field to attach tags to the call. Click the Disk icon to save your changes. Tip: You can tag noteworthy calls for training and coaching purposes. Later, you can search for calls by tag.

  • Click Correct to confirm that the call was correctly classified by ServiceTitan. To reclassify the call, click I’d like to reclassify the call. For more, see Reclassify and edit calls.


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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.