Add marketing campaigns in ServiceTitan

Overview

Set up marketing campaigns in ServiceTitan to track incoming leads, monitor CSR performance, run marketing reports, and view marketing data in real time.

Things to know

• Phone integration is required to automatically track the source of incoming leads. After phone integration is set up, you can edit a tracking number to attach it to each of your marketing campaigns. For more information, see Set up phone integration and Add or edit tracking numbers.

• CSRs can manually attach a marketing campaign to any call. This attaches the campaign to the job. You can see the Campaign field on the Call Booking screen, under the Job Details section.

• Commercial businesses can set a default campaign in Settings > Campaigns, which will automatically pre-fill in the job booking form. Account configuration is required—contact Technical Support for details.

Types of campaigns you can set up in ServiceTitan

You can set up marketing campaigns for advertising campaigns, referrals, and even repeat customers.

It is recommended that you set up marketing campaigns for all of your incoming business.

• Advertising campaigns (radio ads, online ads, television ads, billboard or bench ads, etc.)

• Marketing efforts (door drops, flyers, magnets, mailers, etc.)

• Customer referrals

• Repeat business / returning customers

Note: The campaigns you have set up determine your marketing data in a marketing report.

Add a marketing campaign

1. Go to the top toolbar and click Settings . In the side panel, click Operations > Campaigns.

2. Click Add to add a new campaign. The Add a Campaign page opens.

3. In the Add a Campaign, provide the following details:        

   1. For Name, enter a unique, brief, and descriptive name.

   2. Select a Category for the campaign.                

      Note: If the category you want to add is not available, go to Settings > Options > Campaign Categories and create a new category. For more information, see Add and use campaign categories.

   3. Select the individual Business Units to which the campaign applies.                

      Note: If you skip adding a Business Unit, the system associates the campaign with all business units by default.

   4. Assign an Advertised Number to the campaign. This can be a phone number used for advertising this campaign and it can be a tracking number assigned in ServiceTitan to track the revenue of the campaign. For more information, see Assign tracking phone numbers to Marketing Pro campaigns.                

      Tip: To get accurate data about the return on investment (ROI) of a campaign, attach a unique tracking number to each of your campaigns. To create a new tracking number you need to set up phone integration.

   5. Select the Source of the platform from where the calls and bookings are received.

   6. Select the Medium by which you received the calls and bookings. For example, this can be through social media, organic, email, or other channels.                

      Note: You can't customize the Source and Medium options unless you use Marketing Pro Ads. For more, see Get started with Marketing Pro Ads.

4. Upload your logo. For example, you can upload an image of the Google logo for a Google Ads campaign. This will make the Marketing Scorecards more visual and easy to reference.        

   Note: Only the following file types are accepted: .jpg, .jpeg, .png, .tiff, and .tff.

5. When you're finished, click Save. 

Edit a marketing campaign

1. Go to the top toolbar and click Settings . In the side panel, click Operations > Campaigns.

2. Find the campaign you want and click Edit. The Edit Campaign page opens. 

3. Edit your content as needed. When you're done, click Save.

Activate campaigns

1. Go to the top toolbar and click Settings . In the side panel, click Operations > Campaigns.

2. Click the Filter in the Active column.

3. Deselect Active and select Inactive.

4. Click Filter. 

5. Select the campaign you want to activate, then click Activate.
   

Deactivate campaigns

If you deactivate a campaign that's currently running, it stops sending emails and automatically archives that campaign.

To deactivate a campaign: 

1. Go to the top toolbar and click Settings . In the side panel, click Operations > Campaigns.

2. Select a campaign to deactivate, and then click Deactivate. The campaign is archived and it appears in the Archived Campaigns section in Marketing Pro > Campaigns > Archived Campaigns.

You can reactivate a campaign you previously deactivated and use it again for marketing:

1. Go to Marketing Pro > Campaigns > Archived Campaigns.

2. Find the campaign you want and click More .

3. Select Manage Status to go to the Campaigns page in Settings and reactivate the campaign by the steps mentioned in Activate campaigns.

Edit a marketing campaign cost

To edit a marketing campaign cost that is added from the category page of the campaign:

1. Go to the top toolbar and click Settings . In the side panel, click Operations > Campaigns.

2. Find the campaign you want and click Edit Cost. The Campaign Cost page opens.

3. Select the year to add the daily or monthly campaign cost. 

4. You can add a daily or monthly cost for each month that you plan to run the campaign:  

   • If you add a monthly total, the daily cost is calculated automatically.
     In Marketing Pro, the daily cost of the campaign is calculated by this formula:
     (Total campaign cost) / (Number of days the campaign will run).

   • If you add a daily total, the monthly cost is added automatically.

5. When you're done, click Save. 

Tracking the performance of your marketing campaigns

You can use either of these methods to see leads generated by the campaign, campaign ROI, and more campaign data.

Marketing Scorecards

1. Go to the navigation bar and click the Dashboard.

2. Scroll down to see the Marketing Scorecards section. You can click on any campaign to view the full scorecard.

Campaign Summary report

Go to the navigation bar and click the Reports and run the Campaign Summary report template.

Want to learn more?

• Visit ServiceTitan Academy to enroll in Getting Started with ServiceTitan Marketing Pro

• See Overview: Using ServiceTitan Marketing Pro