Leads Home

ServiceTitan's Leads features help your office staff identify, track, and follow up on leads so you can book more jobs for your business. Each leads feature utilizes a distinct source and workflow, giving you flexibility in how you work with leads.

Setup

Requirements

• Account configuration is required to use certain leads features, such as leads integrations and leads on the Follow Up screen. Please contact Technical Support for details.

• Permissions may be required to use certain leads features. Please contact the account administrator on your team.

What you need to get started

• Set up Leads Integrations and Web Scheduler: Configure these tools so CSRs can seamlessly manage online booking requests. This ensures no opportunity is missed, and every potential customer is engaged promptly.

• Set up call reason codes for leads: Define call reason codes so CSRs can consistently classify calls and bookings as leads. This ensures potential jobs are identified so your team can follow up and generate more business.

• Set recall, warranty, and lead job booking guides: Establish clear guidelines for recalls, warranty jobs, and lead-related jobs. This allows CSRs to book Technician-Generated Lead jobs, accurately crediting technicians and encouraging proactive lead generation.

Key workflows

Industry best practices

• Customer Service Representatives (CSRs): Capture leads from incoming calls, bookings, and other sources. Follow up using the captured contact details to convert leads into booked jobs, maximizing revenue opportunities.

• Managers and Supervisors: Regularly review CSR scorecards and manage abandoned calls marked as Leads. This helps you recover lost opportunities and improves lead conversion rates, ensuring no lead goes unnoticed.

• CSRs and Dispatchers: When technicians generate leads during jobs, book these as Technician-Generated Lead jobs. This properly credits technicians, fosters accountability, and encourages continued lead generation efforts, driving overall business growth.

Manage Leads Integrations

Leads Integrations allow you to receive online booking requests from various sources directly in the Booking tab of the Call Booking screen in ServiceTitan.

• Leads Integration Platform

• Angi Leads Integration

• Building36 Leads Integration

• FlowPath Leads Integration

• SmartAC.com Leads Integration

• The Home Depot Home Services Leads Integration

• Trane/American Standard Leads Integration

• Thumbtack Leads Integration

• Reserve With Google

• ServiceChannel:

  • Set up ServiceChannel Integration

  • ServiceTitan integration with ServiceChannel

  • Manage ServiceChannel Integration

Note: As of September 2024, the Google Local Services Ads (GLSA) integration has been combined with the Reserve with Google integration. Do NOT set up a net new GLSA integration, as Google no longer recognizes net new integration requests. If you only have a GLSA integration set up, your integration will continue to function until the end of 2024. If you haven't set up the Reserve with Google integration yet, we highly recommend doing so. This will allow you to take advantage of the latest technology and provide your customers with a cohesive experience.

Capture, find, and convert leads

Capturing leads in ServiceTitan allows you to save information about inquiries that don't immediately turn into jobs. Marketing campaigns are the source for these types of leads because you include the marketing campaign when you capture a lead. After you capture a lead, you can follow up and try to convert it to a job.

• Capture a lead from an incoming call

• Capture a lead from a booking

• Capture a lead manually

• Use the Follow Up screen to find and view captured leads

• View leads from an incoming call

• Convert a lead to a job

Note: When you capture a lead, you can attach it to an existing customer or location record or you can capture it without an existing record. When you convert a lead to a job, a customer and location record is required. For more, see Leads without customers and locations.

Book Technician-Generated Lead jobs

Technician-Generated Leads—sometimes called Job-Generated Leads—are where someone, most often a service or maintenance technician, generates new business through an existing job. Mark a job as a Technician-Generated Leads to ensure the technician gets credited for the lead.

• Book a Technician-Generated Lead job from an incoming call

• Book a Technician-Generated Lead job from an existing job

Review calls marked as Leads

Abandoned calls are marked as Leads when an incoming call is over 60 seconds long and the CSR didn't click the green call bubble. You can review Abandoned Call Leads by going to Dashboard > CSR Metrics > Abandoned Call > Leads. From there, you can reclassify or edit the call as needed.

Note: If the Unbooked Calls module is included in your modular dashboard, you see abandoned calls in the Unbooked Calls section. For more, see Dashboards and Scorecards.

If you set up tracking numbers and set the call type as Lead, all inbound calls received from the tracking number that last over 60 seconds are automatically recorded and marked as Lead. You can review these calls by going to Dashboard > CSR Metrics > Agent Scorecard > Leads. From there, you can reclassify or edit the call as needed.

Use Second Chance Leads

If you're using Phones Pro, you can use Second Chance Leads to help you call back certain types of unconverted leads and turn them into booked jobs. For more, see Second Chance Leads.

Troubleshooting and FAQ

Troubleshooting

Check out the top troubleshooting articles for Leads. Each article provides a clear, step-by-step solution.

• Can I change the address on a lead in Follow Ups?

• A job was booked without converting it from a lead, can this be fixed?

• How do I set up a referral tracking system in ServiceTitan?

• How can I check if I have the Follow Up Leads feature enabled?

• How does Reserve with Google create unassigned jobs and can we turn this setting off?

FAQ

Check out the top frequently asked questions for Leads:

• Angi Leads Integration FAQ

• Trane and American Standard Phone Call Leads integration FAQ

• Thumbtack Leads Integration FAQ

• Reserve with Google and Google Local Service Ads (GLSA) - FAQ

• ServiceChannel Integration FAQ

• Second Chance Leads - FAQ