Use this guide to compare common workflows from ServiceTitan’s legacy Marketing Pro with the new Marketing Pro. This helps you find your way around the improved product so you can efficiently work with it.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Primarily for Residential Service & Replacement and Commercial Service & Replacement business types
Feature configuration
To get started with Marketing Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
The Can access ServiceTitan Marketing Pro module permission is required to use this feature. Please contact the account administrator on your team.
General layout
The layout of Marketing Pro has been improved for a better experience. The following sections have been updated:
Analytics: The separate Email, SMS, and Direct Mail subsections are now combined into One-Time Campaigns and Automated Campaigns. This change supports managing multi-channel campaigns in one place.
Campaigns: Pro Campaigns is now Campaign Manager. You can now manage both your tracking and Pro campaigns here.
Audiences: This section now includes more subsections—Acquisition Segments, Retention Segments, Contacts, and Suppression—to help you manage all your audience lists in one location.
See the sections below for a comparison:
Before
Analytics: Marketing Overview, SMS, Email, Direct Mail, and Dashboard (Legacy).
Campaigns: Pro Campaigns and Email Templates.
Audiences: Audiences.
After
Analytics: Marketing Overview, One-Time Campaigns, and Automated Campaigns.
Campaigns: Campaign Manager and Email Templates.
Audiences: Acquisition Segments, Retention Segments, Contacts, and Suppression.
Settings
Previously, you set up your marketing settings for the entire ServiceTitan account. Now, you can configure your settings by brand. A brand represents a part of your company. For example, you might operate multiple brands offering the same service but with unique branding.
Before
Before, the Marketing Pro settings included the following sections:
Custom Fields: Enable custom fields in ServiceTitan. Then, you can use these fields as merge tags and filters when you create campaigns and audiences.
Email Validation: Set your email validation preferences to protect your sender reputation.
Marketing: Configure your core marketing settings for your ServiceTitan account, including company details and trades.
Reporting: Subscribe to the weekly Marketing Performance Email to monitor your campaigns’ performance.
Suppression List: Control which customers should not receive marketing communications.
After
Now, the Marketing Pro settings include the following sections:
Attribution Settings: This feature is coming soon.
Brands: Manage multiple brands for your company. This is where you set up each brand’s colors, logos, and contact information for use in your marketing campaigns. For more, see Manage Marketing Brand settings.
Email Settings: Configure email-related settings, including email validation, sender addresses, and email tracking settings. For more, see Manage Marketing Email settings.
Phone Numbers: View and manage the opt-in status for each phone number.
SMS Settings: Configure your SMS—text message—settings, including compliance settings and default sender information. For more, see Manage Marketing SMS settings.
Analytics
The built-in analytics help you understand, assess, and improve your marketing efforts. See the sections below for a comparison:
Before
Previously, the Analytics section included the following subsections:
Marketing Overview: Provided a high-level overview of all your campaigns.
SMS: Provided analytics for your SMS campaigns.
Email: Provided analytics for your Email campaigns.
Direct Mail: Provided analytics for your Direct Mail campaigns.
Dashboard (Legacy): Provided the legacy dashboard.
For more, see Use marketing analytics.
After
The Analytics section now includes the following subsections:
Marketing Overview: View a high-level overview of all your campaigns.
One-Time Campaigns: View analytics for your one-time campaigns, regardless of the marketing channel. You can use the tabs to view analytics specific to email, direct mail, SMS, or multi-channel campaigns.
Automated Campaigns: View analytics for your ongoing campaigns, regardless of the marketing channel. You can use the tabs to view analytics specific to email, direct mail, SMS, or multi-channel campaigns.
For more, see Use marketing analytics for Marketing Pro v2.
Campaigns
Pro campaigns
Marketing Pro v2 simplifies your workflow by allowing you to create multi-channel campaigns, instead of being limited to a single channel. See the sections below for a comparison:
Before (Create Pro campaigns)
Go to the navigation bar and click Marketing
.On the Marketing Overview or Pro Campaigns screen, click Create Campaign.
Select Start from scratch.
Select the type of campaign you want to create.
For more, see the following articles:
Before (Manage Pro campaigns)
Go to the navigation bar and click Marketing
.In the side menu, go to Campaigns > Pro Campaigns.
Select the Automated or One-time tab, depending on the type of campaign you need to manage.
Take action based on the campaign’s status:
Draft campaigns: Click More, then Edit, Clone, or Archive.
Live campaigns: Click More, then View, Clone, Stop, or Archive.
For more, see Manage Marketing Campaigns.
After (Create Pro campaigns)
Go to the navigation bar and click Marketing
.In the side menu, go to Campaigns > Campaign Manager.
Click Create Campaign > Pro Campaign
Note: Because campaigns can be multi-channel, you don’t have to select a marketing channel.
For more, see Create one-time and automated campaigns and Create Pro campaigns.
After (Manage Pro campaigns)
Go to the navigation bar and click Marketing
.In the side menu, go to Campaigns > Campaign Manager.
Take action based on the campaign’s status:
Draft campaigns: Click More, then Edit, Clone, or Archive.
Live campaigns: Click More, then Edit, Clone, or Stop.
For more, see Manage Marketing Pro campaigns.
Tracking campaigns
Tracking campaigns let you measure your marketing efforts outside of ServiceTitan. Previously, you had to go to Settings to set up these campaigns. Now, they're available directly in Marketing Pro with your other campaigns. See the section below for a comparison.
Before (Create Tracking campaigns)
Go to the top toolbar and click Settings
.In the side panel, go to Operations > Campaigns.
Click Add.
Complete the Add a Campaign form.
When finished, click Save.
For more, see Add marketing campaigns in ServiceTitan.
Before (Manage Tracking campaigns)
Go to the top toolbar and click Settings
.In the side panel, go to Operations > Campaigns.
Select a campaign in the list and take one of the following actions:
Edit campaign: Click Edit for the campaign.
Activate campaigns: Select the campaigns you want to active and click Activate.
Deactivate campaigns: Select the campaigns you want to deactivate and click Deactivate.
For more, see Add marketing campaigns in ServiceTitan.
After (Create tracking campaigns)
Go to the navigation bar and click Marketing
.In the side menu, go to Campaigns > Campaign Manager.
Click Create Campaign > Tracking Campaign.
Complete the Create Tracking Campaign form.
When finished, click Create.
For more, see Create tracking campaigns.
After (Manage Tracking campaigns)
Go to the navigation bar and click Marketing
.In the side menu, go to Campaigns > Campaign Manager.
Select the Tracking Campaigns tab.
Use the Campaign Status filter to view active, archived, or any tracking campaigns.
Take action based on the campaign’s status:
Live campaigns: Click More, then Edit, Archive, or Edit Cost.
Archived campaigns: Click More, then Edit, Unarchive, or Edit Cost.
For more, see Create tracking campaigns.
Creating Autopilot campaigns
Before
Go to the navigation bar and click Marketing
.In the side menu, go to Marketing Overview or Pro Campaigns.
Click Create Campaign > Autopilot campaign.
For more, see Launch campaigns from the Autopilot Library.
After
Go to the navigation bar and click Marketing
.In the side menu, go to Campaign Manager.
Click Create Campaign > Autopilot Campaign.
For more, see Launch Autopilot campaigns.
Campaign categories
Before
Go to the top toolbar and click Settings
.In the side panel, go to Operations > Campaign Categories.
To manage your campaign categories:
Click Add Category to create a new campaign category.
Click Edit to edit an existing campaign category.
Click Edit > Deactivate to archive an existing campaign category.
For more, see Add and use campaign categories.
After
In the navigation bar, go to Marketing > Campaigns > Campaign Manager.
Select the Campaign Categories tab.
To manage your campaign categories:
Click Add Category to create a new campaign category.
Click More > Edit to edit an existing campaign category.
Click More > Archive to archive an existing campaign category.
For more, see Add and use campaign categories.
Email Templates
Email templates in Marketing Pro v2 work the same way as they did in legacy Marketing Pro.
Use the email template editor to configure content block properties.
Add special links and merge tags to personalize your marketing content.
Audiences
Marketing Pro v2 gives you more options to hyper-target customers with the new audience segments. These segments also calculate the potential customer reach every two hours, while Marketing Pro Audiences only calculated this once per day. This ensures that you have the most up to date information. See the sections below for a comparison:
General layout
See the sections below for a comparison:
Before
The Audiences section was a single section where all audience creation and management occurred.
After
The Audiences section is now a central hub that includes the following subsections for specialized management:
Acquisition Segments: Create and manage audience segments to acquire new customers.
Retention Segments: Create and manage audience segments to retain existing customers.
Contacts: Organize and maintain your contact list to ensure accurate and effective communication with your customers.
Suppression: Use the suppression list to understand why some audiences aren’t receiving your marketing emails.
Legacy audiences
After upgrading to Marketing Pro v2, we recommend using the new audience segments feature for your marketing campaigns. While you learn how to build these segments, you can still use and create legacy audiences. Legacy audiences work the same way as audiences did in legacy Marketing Pro. For more, see Create legacy audiences.
Acquisition Segments
Acquisition segments allow you to create a targeted list of potential customers for your marketing content. For these segments, you can only send direct mail, not email or SMS. See the sections below for a comparison:
Before (Create audiences to acquire new customers)
Go to the navigation bar and click Marketing
.In the side menu, go to Audiences.
Click Create New.
Select Acquire New Customers.
For more, see Create audiences.
After (Create segments to acquire new customers)
Go to the navigation bar and click Marketing
.In the side menu, go to Audiences > Acquisition Segments.
Select Create Segment > Acquire New Customers.
For more, see Create Marketing Pro Segments.
Retention Segments
Retention segments allow you to create a targeted list of customers for your marketing content. See the sections below for a comparison:
Before (Create audience to retain customers)
Go to the navigation bar and click Marketing
.In the side menu, go to Audiences.
Click Create new.
Select Retain Customers.
For more, see Create audiences.
Before (Retention audience filters)
Before, you created audiences to target customers with marketing content. This involved adding Include and Exclude groups using the available filters. However, you couldn't set the logic between these groups, which limited your customization options.
After (Create audiences to retain customers)
Go to the navigation bar and click Marketing
.In the side menu, go to Audiences > Retention Segments.
Click Create Segment.
For more, see Create Marketing Pro Segments.
After (Retention segment filters)
In the legacy experience, you created Audiences to target contacts. You’ll now use segments, which allow you to hyper-target customers based on two categories of filters:
Attributes about someone: Filters related to the customer’s account, such as Account Status or Account Tags.
Attributes about something: Filters related to the customer’s estimates, services, or properties.
You can combine these filters using AND or OR logic to precisely target customers for your marketing content. For more, see Create Marketing Pro Segments and View examples of commonly used segments.
Suppression list
The suppression list contains email addresses excluded from your email campaigns. Reviewing this list helps you understand why some users aren't getting your marketing emails. From there, you can take the necessary action to restore their ability to receive your communications.
See the sections below for a comparison:
Before
Go to the top toolbar and click Settings
.In the side panel, go to Marketing Pro > Suppression List.
Click Add to List.
Select whether you want to bulk upload email addresses to the suppression list or add individual email addresses one at a time.
For more, see Manage the suppression list.
After
Go to the navigation bar and click Marketing
.In the side menu, go to Audiences > Suppression.
Click Add to List.
Select whether you want to bulk upload email addresses to the suppression list or add individual email addresses one at a time.
For more, see Manage the suppression list.