Service Titan Knowledge Base

Marketing ScorecardsLast updated on 11/22/2022

Using the Marketing Scorecards section in the Dashboard allows you to tack 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 Dashboard displays a table of marketing campaigns.

Each entry in the table represents a marketing campaign including 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. Note: You can also classify a call as a lead manually.

  • Inbound Booked: Number of jobs booked from inbound marketing calls that focus on what your customer wants.

  • 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 inbound leads booked into jobs.

  • Sold %: Percent of leads that resulted in sold jobs.

  • Status: Status of the 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 the scorecard details in a new browser tab in Marketing Analytics. The scorecard reports on marketing and job booking KPIs.

Marketing KPIs

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

  • 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.

  • Sold Jobs: Number of completed jobs booked by an employee where invoice subtotal  ≥job sold threshold. Date filter applies to call date. If a job was booked through a manual call, date filters apply to the job creation 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. Date filter applies to call date. The cost of each generated lead by this campaign is calculated by:

    Daily Cost [(Contents of the Daily Cost field in Analytics) x number of days within selected date range)] for selected campaign / [Any Call with a call duration over 60 seconds or that was manually classified as a lead].

  • ROI: Return on investment which is the total revenue divided by the total campaign cost. The effectiveness of this category as a percentage, calculated by:

    ( (Revenue - Cost) / Cost) × 100) [Campaign Summary Dataset > ROI %]

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 booked by CSRs that have been manually attached to this campaign.

  • New Customers: Number of unique inbound calls assigned to the campaign that are tied to customer records whose createdOn date is within the selected date range. Does not include excused calls. Date filter applies to the call date.

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 the call in the Call Playback pop-up.

Here, you can perform additional actions:

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

  • Click the Tags field to attach tags to the call. Click the Disk disk save blue icon 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.