Commercial service and replacement in ServiceTitan

Here you’ll find ServiceTitan features designed for commercial service and replacement (commercial S/R) jobs to help you manage your commercial business.

What is commercial service and replacement

The commercial service and replacement experience in ServiceTitan focuses on helping customers who serve commercial businesses or multi-family units, such as hospitals, schools, retail, apartment buildings and offices, manage every step of a project, all in one place. Commercial work includes service, preventative maintenance, and replacement where you can work with anyone from contractors, architects, engineers, corporations, or appliance retailers to complete a job or project.

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Commercial service and replacement workflows

Use these workflows to help you manage specific items in your commercial or multi-family service jobs and replacement projects and other work using ServiceTitan features.

Account setup

Add and edit business units Set up and use job types Add and manage office employee profiles Add and manage technician profiles Use custom fields Create custom reports Edit custom reports

Pricebook

An organized pricebook lets your technicians work efficiently so they can quickly build estimates and focus on the customer. Building a thorough pricebook also helps ensure a consistent sales experience as your business grows.

Add services to your pricebook Add equipment to your pricebook Add materials to your pricebook Edit pricebook items Bulk edit pricebook items Set up unique prices with client-specific pricing Add subcontractor cost Use generic materials to record miscellaneous costs

Memberships and contracts

Memberships are service packages where, in exchange for a regularly billed or upfront fee, customers receive recurring services and discounts on services. Memberships provide a steady revenue source while building customer loyalty. They also allow you to monitor aging equipment for replacement opportunities.

Create membership types Create and edit recurring service types Attach equipment to memberships from the office Service equipment attached to a membership Manage recurring service events Book recurring service events on the Call Screen Sell memberships in ServiceTitan Mobile Sell membership add-ons in ServiceTitan Mobile

Optimizing job forms

Forms can help you streamline the data collection from your commercial technicians to your customers and office staff.

Create a form in ServiceTitan Form triggers Complete and send forms in ServiceTitan Mobile Smart fields in PDF forms

Customer and location records

Merge and unmerge duplicate customer and location records Change the customer on an existing location record Use property data Add a new service location Manage customer and service location records Add a new customer Manage property management customers Add equipment without invoicing the customer Manage stored customer payment methods Send customer statements Mark a customer as Do Not Service Use search in ServiceTitan

Customer communications

Use Chat Create Chat alerts Review customer messages, media, and calls Enable booking confirmations Enable reminder notifications Enable text and email dispatch notifications Technician two-way chat

Commercial billing

Manage and track your jobs and projects in real time from the project record. You can view the progress of project phases, compare itemized budgeted costs with actual expenditures, and more.

Send customer statements Send balance forward statements Bulk charge customers Guide to Online Payments Payment Collections Use, view, edit, and deactivate payment terms Create project labels Assign default project labels to expense items Understand project records Payments - FAQ

Property management

Manage and track Property Management companies by leveraging ServiceTitan to ensure all business needs are met. You can create adjustment invoices and use AR Management and statements to ensure you’re billing your customers correctly and collecting payment in a timely manner.

Manage property management customers Commercial S/R - FAQ

Customer Portal

Empower your customers by providing them with the Customer Portal web portal they need to view their invoices, service history, memberships and accept estimates. You can also set your portal up so that your customers can make online payments.

Customer Portal Use saved payments in Customer Portal

Jobs and appointments

When booking with ServiceTitan, you always book a job, and every job automatically has one appointment scheduled.

Job record overview Manage and book jobs in a project Add notes, media, and attachments in ServiceTitan Book multi-day jobs Use custom fields Set up ability to attach equipment to a job Appointments Book a job off an email lead using Zapier integration Add a customer PO number to a job

Estimates

Use estimates to create proposals and present options to your commercial customers. Estimates can help your technician upsell and increase your revenue.

Build an estimate and add estimates to opportunities Proposal templates Set up an estimate by line item Use Online Estimates Manage estimates in ServiceTitan Create an estimate for Commercial opportunities

Task management

Task management helps you manage customer complaints, warranty claims, refunds, and other custom task types. You can track, filter, and assign tasks so you can resolve them efficiently, delivering top-notch customer service. You can also export task lists to spreadsheets where you can identify areas of improvement.

Set up task management Common use cases for task management Manage tasks and subtasks

Dispatching

Dispatching helps your office staff properly manage your technician schedules while optimizing routing and logistics.

Use the Dispatch Board Use the Job Tray Configure the Dispatch Board Dispatch Board FAQ Job record overview Adjustable Capacity Planning workflow Manage skills for technicians and job types Manage crews in ServiceTitan Mobile

Scheduling

Use the Schedule Board

Inventory

Manage your equipment and materials with our Inventory module. You can create, send, receive purchase orders and efficiently manage vendor billing.

Inventory requisition Initiate requisition from a sold estimate Send purchase orders to vendors Receive purchase orders Edit, copy, and cancel a purchase order from the office Manage bills Manage receipts Serialized Inventory Set up and use Bin Tracking Create inventory adjustment to convert material unit

Payroll and timesheets

Technicians timesheets automate hourly payroll tasks so you can focus on running your business. Technicians can clock in and out in ServiceTitan Mobile. Based on technician pay settings, you can use clock details to generate accurate timesheet reports. The signoff feature ensures that payroll is approved by both managers and technicians before it’s processed.

Manage overtime settings Technician Timesheets overview Edit technician timesheets Overview of Technician Clock I/O Clock in and out in ServiceTitan Mobile Flexible Overtime Prevailing Wage

Invoicing

Invoicing is an important component of your business which encapsulates nearly all functions of your business by allowing your employees to record and track work performed as well as clearly display to your customers the exceptional services you provided.

Print, email, or download customer invoices Use, view, edit, and deactivate payment terms Work Orders Time and Materials Billing course Create a c/o or Care Of field on print invoices Bill multiple customers for one invoice Change Bill To customer on job or project

Payments

With payments you can use payment terms to add due dates to sales invoices and collect payment to apply to invoices.

Use, view, edit, and deactivate payment terms Collect a payment Apply available credit to an invoice Use Financeit Financing Get started with GreenSky® Custom Financing Guide to TURNS Financing Services: Offer instant financing to eligible customers

Phones Integration

With the phones integration, you can track and record every incoming call to your office, empowering you with the information you need to benefit your business.

Set up phone integration Add or edit tracking numbers Block numbers in ServiceTitan Choose your greeting Set up your default forwarding number Edit and enable Emergency Phones Fallback

Reports

Run job costing reports Project Job Costing report template Create custom reports Edit custom reports Business Unit Performance report template Technician Performance report template

Dashboard and scorecards

Empower your office staff to review metrics and scorecards that can help increase revenue for your commercial business.

Set up your account for the Modular Dashboard Dashboard business metrics Technician Scorecards Dashboard call metrics Dashboard CSR metrics Marketing Scorecards Dashboard Heat Map

Commercial technicians

Empower your technicians by providing them with the tools they need to efficiently use ServiceTitan Mobile app.

Manage equipment in ServiceTitan Mobile Add previously installed equipment to a service location View equipment history in ServiceTitan Mobile View equipment covered by memberships Attach equipment to memberships in Mobile Service equipment attached to a membership

Integrations

Office employees can use tools to manage online booking requests from various leads sources in ServiceTitan.

FlowPath Leads Integration

FAQ

Commercial S/R - FAQ

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.