Overview
With PowerDialer, you can build automated outbound call campaigns for your customer support representatives (CSRs). You can customize these campaigns to reach targeted audiences for marketing, estimate follow-ups, membership renewals, and more.
Who uses this feature
CSR managers and CSRs
Things to know
PowerDialer uses the ServiceTitan Phones Pro embedded dialer to make calls.
PowerDialer and ServiceTitan Marketing Pro use the same campaign builder. A campaign can be used for both PowerDialer and Marketing Pro.
Make sure the CSRs using PowerDialer have advanced seat Phones Pro accounts. For more details, see Create employee seats.
Create an audience
PowerDialer uses audiences to group customers based on several different criteria including ZIP code, estimate status, expiring memberships, and more. See Create a PowerDialer campaign.
Create an audience for the PowerDialer campaign you want to set up. For example, if you want to create a campaign to follow up on open installation estimates, build an audience based on estimates with the following settings:
Status is open
Opportunity status includes Not Attempted, Contacted, Unreachable
Job type includes all installation job types
Check out the PowerDialer - Building Audiences video below to learn more.
Check out the Viewing Audience List video below to learn more.
Create a PowerDialer campaign
You can create a campaign in four steps:
Add campaign details
Add an audience to the campaign
Assign CSRs to the campaign
Add CSR experience details
Check out the Create PowerDialer Campaigns video to learn more.
Add campaign details
Create a campaign and add the basic details:
Go to the top toolbar and click Settings
.In the side panel, go to Phones Pro > PowerDialer Campaigns.
Click Create PowerDialer Campaign.
Create PowerDialer Campaign opens.Under PowerDialer Campaign Type, select the type of campaign you want to create.
Note: You can run marketing reports based on the Campaign Summary report template to track campaign performance.
Under Details, enter a campaign name and description in the corresponding fields.
When you're finished, click Next.
The Select Audience table opens.
Add an audience to the campaign
The Select Audience table shows all audiences used by PowerDialer and ServiceTitan Marketing Pro. The table also lists the number of phone numbers contained in each audience.
If you don't see an audience you want to add to your campaign, click Create New and follow the steps to create an audience.
To add an audience to your campaign:
Under Select Audience, select an audience to add to your campaign.
Note: If you want to edit or duplicate an audience, click More
for an audience and select Edit or Clone.
When you're finished, click Next. Assign Users To List opens.
Assign CSRs to the campaign
Assign Users To List displays a table of office employees with advanced seats in Phones Pro. The table includes other PowerDialer campaigns the employees are assigned to.
Select which CSRs you want to assign to the campaign.
When you're finished, click Next. CSR Experience opens.
Add CSR experience details
When PowerDialer places a call, you can create a link for CSRs to click that opens a record relating to the campaign. For example, for a membership renewal campaign, you can set a link to open a customer's service location record where a CSR can review memberships at that location.
To add CSR experience details:
Under Page to Display During Call, click the dropdown and select a record to open when making a call.
Note: If you don't want to open a record, select No Page (Stay Where They Are).
In the CSR Instructions field, enter text to display for CSRs during calls. For example, you can enter a call script or talking points (optional).
When you're finished, click Save.
Scenario: Build a PowerDialer Campaign
Check out the Scenario: Building a PowerDialer Campaign video for an example of how to build a campaign in PowerDialer.