Overview
Use built-in analytics to review, evaluate, and improve your marketing campaigns. You can use the charts and tables in Marketing Pro Analytics to view data that can help track marketing campaign progress over time. You can also view your successful campaign indicators and use them to boost your marketing campaigns.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Primarily for Commercial Service & Replacement and Residential Service & Replacement business types
Things to know
By default, Marketing Pro Analytics shows metrics for the last 30 days and for the account by which you view the information.
Both the One-Time and Automated Campaign screens in Marketing Pro Analytics provide the same Key Performance Indicators (KPIs) and details.
Both the One-Time Campaigns Email Metrics and Automated Campaigns Email Metrics screens provide the same details.
Both the One-Time Campaigns Direct Metrics and Automated Campaigns Direct Mail Metrics screens provide the same details.
View Marketing Pro Analytics
Select a campaign delivery logic from the side menu under Analytics to review performance metrics for your Email, Direct Mail, and multiple-step campaigns.
In Marketing Pro, you can:
Create One-Time Campaigns that are single campaigns sent only once to the recipient.
Create Automated Campaigns that continue sending marketing content until:
You manually stop the campaigns from running.
The Segment criterion no longer applies and the customer drops of out the segment and flow.
You can set whether your campaign is One-Time or Automated while you create it.
To access the Analytics dashboards for your One-Time or Automated Campaigns, go to Marketing Pro > Analytics.
In both One-Time Campaigns and Automated Campaigns screens, you can:
Click the date picker field at the top of the dashboard to select a date. You can:
Use the calendar to select a specific date range and click Apply.
Use the left menu to select a preset date range:
Today: From 12:00 AM to the current time
Yesterday: Previous day, from 12:00 AM to 11:59 PM
Last 7 Days: Previous seven days, including the current date
Last 30 Days: Previous 30 days, including the current date
Month to Date: From the first of the current month to the current day
Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.
Last 90 Days: Previous 90 days, including the current date
Year to Date: From January 1 of the current year to the current day
The dashboard refreshes with data from the selected date range.
Click the Accounts dropdown at the top of the dashboard to open the accounts picker. You can select Corporate HQ, an Office, or All accounts to review their performance metrics. For more, see Manage Marketing Brand's settings.
Click Create Campaign to create marketing campaigns. For more, see Create campaigns and Create one-time and automated campaigns.
Review details about your campaigns. For more, see View campaign details dashboards.
View campaign KPIs
The One-Time campaigns metrics dashboard provides details for Email, Direct Mail, and multiple-step campaigns across Key Performance Indicators (KPIs).
Email Metrics
The Email Metrics section of the Analytics dashboard includes the following scorecards:
Statistics: Metrics about the email lifecycle and delivery, including:
The total number of emails sent, successfully delivered, opened, and how many times a link in one of your marketing emails was clicked.
The total number of customers skipped by your marketing campaign. If two customers have the same email address, the email marketing campaign only sends one email to that address and skips the duplicates. This ensures customers do not receive duplicate emails from the same marketing campaign.
The total number of customers who unsubscribed from your marketing content using an unsubscribe link in an email sent by this category.
The total revenue generated by your email marketing campaigns for the chosen date range.
Performance: The total number of estimates, services, and memberships attributed to your email marketing campaigns for the chosen date range.
Revenue: Metrics about the revenue generated by your email marketing campaigns for the chosen date range, including:
The total revenue generated from services and memberships attributed to your email marketing campaigns. Estimates are excluded from this total to avoid double counting since estimates convert into services or memberships.
The total potential revenue from estimates attributed to your email marketing campaigns
The revenue generated from services attributed to your email marketing campaigns
The revenue generated from memberships attributed to your email marketing campaigns
Direct Mail Metrics
The Direct Mail Metrics section of the Analytics dashboard includes the following scorecards:
Statistics: Metrics about the direct mail lifecycle and delivery, including:
The ordered number of direct mail items
The number of placed direct mail campaigns
The number of printed mail items
The number of shipped mail items
The number of failed to be printed and shipped direct mail items.
Performance: The total number of estimates, services, and memberships attributed to your direct mail marketing campaigns for the chosen date range.
Revenue: Metrics about the revenue generated by your direct mail marketing campaigns for the chosen date range, including:
The total revenue generated from services and memberships attributed to your direct mail marketing campaigns. Estimates are excluded from this total to avoid double counting since estimates convert into services or memberships.
The total potential revenue from estimates attributed to your direct mail marketing campaigns
The revenue generated from services attributed to your direct mail marketing campaigns
The revenue generated from memberships attributed to your direct mail marketing campaigns
SMS Metrics
The SMS Metrics section of the Analytics dashboard includes the following scorecards:
Performance Totals: Metrics on campaign performance, including:
Total number of calls, leads, manual calls, and booked jobs generated.
Total number of new customers created as a result of your SMS campaigns.
Revenue Totals: Metrics on revenue, including:
The total revenue, the number of sold jobs, and the cost of each new lead generated by SMS campaigns.
Total Return on Investment (ROI) created as a result of your direct mail campaigns. This is calculated by the formula in Understand campaign costing and Return on Investment (ROI).
SMS Metric Totals: Metrics about the SMS lifecycle and delivery, including:
The number of text messages sent.
The number of text messages with a link clicked.
The number of text messages that were replied to and the percentage rate at which text messages were replied to.
The cost of your SMS campaigns.
The number of customers who chose to opt-out from future text messages.
Marketing Activity Attribution: Metrics on attributed revenue including:
Attributed Revenue: Total attributed revenue created by SMS campaigns within the selected date range.
Attributed Calls: Total attributed calls created by SMS campaigns within the selected date range.
Attributed Jobs: Total attributed jobs created by SMS campaigns within the selected date range.
Multi-channel metrics for one-time campaigns
The Multi-channel category metrics dashboard provides details across two KPIs:
Performance Totals: Metrics on campaign performance, including:
Total number of calls, leads, manual calls, and booked jobs generated.
Total number of new customers created as a result of your multi-channel campaigns.
Revenue Totals: Metrics on revenue, including:
The total revenue, the number of sold jobs, and the cost of each new lead generated by multi-channel campaigns.
Total return on Investment (ROI) created as a result of your direct mail campaigns. This is calculated by the formula in Understand campaign costing and return on investment (ROI).
View Revenue Attribution
The Revenue scorecard shows the revenue potential that your email and direct mail marketing efforts have influenced. The values shown in the scorecard are determined by the date range selected in each section.
The revenue attribution for email campaigns is calculated when either of the following actions occur:
The audience opens an estimate after they open your email or click a link in the email campaign within 21 days of sending the email campaign
ORThe audience closes an estimate after they open your email or click a link in the email within 21 days of sending the email campaign
The revenue attribution for direct mail campaigns is calculated when either of the following actions occur:
The audience opens an estimate, books a service, or purchases a membership within 21 days of sending the postcard
ORThe audience closes an estimate within 21 days of sending the postcard
In both cases we capture the lead or estimate value as revenue.
View campaign performance
The Performance Chart shows the performance of all Email and Direct Mail campaigns over time. You can also view the revenue generated by your email and direct mail campaigns.
Viewing campaign performance helps determine which days had highs or lows in performance. For example, if you see a specific day that had above-average campaigns volume, click the chart and view the label including information about the marketing efforts executed on that day.
On the Email Performance Chart, you can view:
The total number of emails sent, opened, and how many times a link in one of your marketing emails was clicked in each day, week, and month during the time selected in the date picker field.
On the Direct Mail Performance Chart, you can view:
Metrics about the direct mail lifecycle and delivery, including the ordered and shipped number of direct mail items.
On the Revenue Performance Chart, you can view:
The total email and mail marketing campaigns revenue in each day, week, and month during the time selected in the date picker field.
View the All Campaigns table
In the All Campaigns table, you can:
View email, direct mail, and multiple campaign details.
Select the Medium and CampaignType filters to drill down the information in the table.
Track the account where the campaign is created. You can see this column if you select an Account from the Accounts dropdown at the top of the dashboard.
Track the status, launch date, and more about each campaign.
Click the header of a column to sort it in ascending or descending order.
Click a campaign to see more details.
View campaign details dashboards
From the All Campaigns table, click the campaign for which you want to view details. You can only view the campaign details for the campaigns created by you.
From the Campaign Details dashboard, you can:
Click Stop or Resume the live campaigns. For more, see Actions you can take on Marketing Pro Campaign workflow.
Review a graph showing KPIs for the campaign over time and rollup totals for the date range.
Click the Custom Date Range at the top of the dashboard to open the date picker. You can use the date picker to select the date range you wish to view.
See the marketing asset (email) used in this campaign, as well as the asset's performance metrics.
View campaign email metrics
The One-Time Campaigns Email Metrics and Automated Campaigns Email Metrics dashboards provide details about your email campaigns. These dashboards use the date range and accounts you selected on the Analytics dashboard.
Note: Both the One-Time Campaigns Email Metrics and Automated Campaigns Email Metrics screens provide the same details.
To view your campaign email metrics:
Go to Analytics and select One-Time Campaigns or Automated Campaigns depending on the type of campaign you want to view metrics for.
Click View Details next to Email Metrics.
On the page that opens, you can view the Engagement, Skipped, Unsubscribed, and Revenue tables.
View Engagement table
In the Engagement table, you can monitor how customers engage with your marketing content sent by email. For each marketing email, you can view the customer who received it along with its date sent, subject line, delivery status, and whether the customer clicked a link in the email.
You can also search for a customer by name and filter the table by email status.
View Skipped table
The Skipped table displays the list of customers skipped by an email marketing campaign. If two customers have the same email address, the email marketing campaign sends only one email to that address and skips the duplicates. This prevents customers from receiving duplicate emails from the same marketing campaign.
For example, if a marketing campaign includes three customers with the same email address, only one email is sent to that address. The campaign skips the remaining two customers to prevent duplicates.
Note: You can search for specific customers in the table by name.
View Unsubscribed table
The Unsubscribed table displays customers who have unsubscribed from your marketing content and the date they unsubscribed. You can search for specific customers in the table by name.
View Revenue table
The Revenue table displays potential and actual revenue generated from your email campaigns. You can see each customer's estimate, service, or membership attributed to a campaign, along with its status and revenue amount. You can also search for specific customers in the table by name or filter the results by entity or status.
View campaign direct mail metrics
The One-Time Campaigns Direct Mail Metrics and Automated Campaigns Direct Mail Metrics dashboards provide details about your direct mail campaigns. These dashboards use the date range and accounts you selected on the Analytics dashboard.
Note: Both the One-Time Campaigns Direct Mail Metrics and Automated Campaigns Direct Mail Metrics screens provide the same details.
To view your direct mail metrics:
Go to Analytics and select One-Time Campaigns or Automated Campaigns depending on the type of campaign you want to view metrics for.
Click View Details next to Direct Mail Metrics.
On the page that opens, you can view the Postcard State, Failed, and Revenue tables.
View Postcard State table
In the Postcard State table, you can monitor the postcards sent as part of your direct mail campaigns. For each postcard, you can view the customer receiving the postcard, the date sent, and the delivery status. You can also search for a customer by name and filter the table by postcard status.
View Failed table
The Failed table includes postcards from your direct mail campaigns that failed to print and ship because of an issue with the address. For each postcard, you can see the customer meant to receive it and their address.
View Revenue table
The Revenue table displays potential and actual revenue generated from your direct mail campaigns. You can see each customer's estimate, service, or membership attributed to a campaign, along with its status and revenue amount. You can also search for specific customers in the table by name or filter the results by entity or status.
FAQ
Can a customer monitor two separate Google Ads accounts in their dashboard, or can they only connect one?
Yes, customers can connect and monitor multiple Google Ads accounts in MarketingPro. They can manage up to four Google Ads accounts within one MarketingPro instance.
Can I track attributed revenue with direct mail?
Yes, you can track attributed revenue for retention-type Direct Mail campaigns. You can set your attribution window per marketing channel in the Revenue Attribution section in Settings > Marketing Pro > Marketing.
Note:The attribution window for Direct Mail measures from the shipped date.
How can I enable the Marketing dashboard and grant access to it?
The Marketing dashboard is automatically available when you purchase Marketing Pro. To grant access to it, make sure the Can access ServiceTitan Marketing Pro module permission box is selected for the office employee that should have access. For more, see Set permissions for an individual employee or technician.
How can I assess the effectiveness of my Marketing Pro campaigns?
You can use the built-in analytics suite to understand, assess, and improve your marketing campaigns. Use charts to track campaign progress over time, and use ideas and concepts from your successful campaigns to boost campaigns. If you do not have Marketing Ads, see Use marketing analytics for more information. If you do have Marketing Ads, see Use Marketing Pro Ads Analytics for more information.
How can I export the Marketing dashboard?
You cannot export the Marketing Pro dashboard, but you can view and export the details of the Email, Direct Mail, and SMS Metric Totals.
To view and export these details:
Go to the navigation bar and click Marketing.
In the side menu, click the campaign category you want to export the details for. The options include Email, Direct Mail, and SMS.
Click the Email, Direct Mail, or SMS Metric Totals KPI that you want to export. The Details page for the selected metric opens.
Click Export CSV to download the information into an Excel file. For more, see Use marketing analytics.
How can I export my reports?
While you cannot export the Marketing Overview dashboard itself, you can export any reports available on the Reports tab in ServiceTitan. This includes the preconfigured built-in reports and custom reports that you create. For example, if you use the Campaign Summary or Reviews report to track your marketing efforts, you can export these.
To export a report, click Export above the report results. For more, see Run, filter, and export reports.
How can I download marketing leads information?
You can export your leads from the Follow Up tab as an Excel, PDF, or CSV file. To export your leads, go to the Follow Up> Leads. You can then filter the Leads table as needed. For example, you may want to export leads from your Unsold Estimate campaign. When ready, click Export to export the results in the table. For more, see Find and view captured Leads.
If you have the Marketing Ads feature, you can also export your Attributed Leads. To do this, go to Marketing > Attributed Leads, select your desired date range, and click Download.
What’s the difference between Direct and Attributed Revenue?
Direct Revenue is the sum of all income-type items on invoices of completed jobs in ServiceTitan. This revenue is associated with a specific campaign only if that campaign is directly linked to the completed job.
Attributed Revenue also considers income from items listed on invoices for completed jobs. However, for attributed revenue, the campaign does not have to be directly assigned to the completed job. The job only needs to have been booked within the revenue attribution window after the customer received marketing communications from the campaign in question.
Attributed revenue is used to capture revenue for a campaign in cases where the customer might not have directly called the campaign's tracking number but used an alternative method to respond to marketing communications and book a job.
How does a Marketing Pro campaign generate direct revenue?
When a Marketing Pro campaign is created, the campaign builder allows you to add a new tracking number. If a tracking number is added here, it automatically links to the campaign. When customers later call that campaign tracking number, the call bubble will show the campaign name, and the job booking screen will automatically prompt the customer support representative (CSR) to book the job under that particular campaign. That booked job’s income-type revenue is counted as direct revenue for the campaign when the job is completed.
Why is the revenue displayed for a Marketing Pro campaign before its launch?
This can happen if the campaign is created and set to launch a few days or weeks later. As soon as the campaign and tracking number are created, the campaign will be available in the system to assign to jobs, and the number should be ready for customers to start calling in. In the case of Phones Pro, when the number is added to Dialpad in the Main Line, it is ready to use as well as the outbound caller ID number.
Check the date that the campaign’s tracking number was created in Settings > Phones > Phone Numbers. Find the number and check the date in the Date Added field.
Note: TheDate Added field is when the number became available for callers to dial.
Why does the Completed Revenue on my Modular dashboard not match the Revenue on my Marketing Analytics dashboard?
Both KPI calculations should be the same and are calculated as the sum of the income-type invoice items on completed jobs. However, the Marketing Overview dashboard does not include inactive Marketing campaigns. To hide inactive campaigns from your Modular Dashboard as well, go to Settings > Operations > Dashboards > Modular tab, and toggle on the Hide inactive campaigns from Marketing Scorecards option under the Modular Dashboard Settings.
How is the same job showing up in both the Direct and Attributed Revenue columns on the Marketing Pro dashboard?
A job can show up in both the Direct and Attributed Revenue columns on the Marketing Pro dashboard if:
It's a non-$0 job assigned to the Marketing Pro campaign.
The job was completed.
The customer opened the email or received the direct mail postcard with the Attribution window. The Attribution Window is set in the Revenue Attribution section in Settings > Marketing Pro > Marketing.
Where is my live campaign? It does not appear on my Marketing Pro dashboard.
A campaign does not appear on the marketing dashboard or any other campaign reporting if it was either:
Deactivated in Settings > Operations > Campaigns.
Created in the wrong place in Servicetitan. If a campaign is created in the Marketing Pro module and is still in Draft status, it won't appear in any campaign reporting until it's been launched. If you don't plan to launch a campaign from ServiceTitan, it should be added in Settings > Operations > Campaigns instead of the Marketing Pro module.
Why don’t I see any data when I filter the Marketing dashboards by Business Unit?
The Business Unit filter on the Marketing dashboards applies to the Business Unit field assigned to each campaign in Settings > Operations > Campaigns, not the Business Unit assigned to jobs or invoices. If you do not have Business Units assigned to campaigns in Settings > Operations > Campaigns, no data will appear when trying to filter by Business Unit on the Marketing Overview screen.
Why is the Ads Analytics screen blank after 30 days?
By default, the Marketing Pro Ads Analytics only shows the last 30 days of data, which is why the screen appears blank for older campaigns.
To view your campaign's complete data, you can easily change the date range:
Go to Marketing > Pro Campaigns.
Select the campaign.
Adjust the date range in the Marketing Overview section to include the campaign’s start date.