Unlock smarter email marketing with automation

Overview

Email marketing has evolved. It's no longer about sending the same message to everyone. It's about reaching the right person at the right time with the right message. Automation makes this possible, allowing you to keep in touch with customers who need your services most without any extra effort after the initial setup.

Who uses this feature

Marketing managers, business owners, and other marketers on your team
Primarily for Residential Service and Replacement business types and Commercial Service and 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).

Things to know

Automation works best when paired with audience segmentation. For more, see Create audiences.
Automation improves your sender reputation, helping your emails avoid the spam folder.
Once set up, automated campaigns require minimal ongoing effort.

Best practices

Start small by automating one or two high-impact campaigns, like maintenance reminders or follow-ups on quotes.
Expand your campaigns gradually as you see results and gain confidence.
Regularly review and tweak your automated emails to align with current business goals.
Use customer data to personalize messages for better engagement.

Use cases

Follow up on Unsold Estimates: Remind potential customers about pending quotes, and offer additional details or promotions.
Maintenance Reminders: Prompt customers to schedule seasonal checkups, ensuring system efficiency and avoiding costly repairs.
Cross-Promotions: Introduce existing customers to new services, like offering HVAC maintenance to plumbing clients.
Membership Invitations: Encourage loyal customers to join subscription plans for added convenience and savings.

Why automation matters now more than ever

Inboxes are more crowded than ever, and consumers are increasingly picky about what they open. Inbox providers like Gmail and Outlook use advanced algorithms to determine if your message reaches the inbox or ends up in spam, prioritizing relevance and engagement. Sending generic mass emails can hurt your reputation and may even prevent you from reaching people who want to hear from you.

For home services companies, the message is clear: to stand out, you need more than one-size-fits-all emails. Automation helps you deliver content that is personal, relevant, and timely. These are key factors in boosting engagement and improving your sender reputation. By automating your campaigns, you can stay connected, improve your sender reputation, and increase the chances of your emails landing in your customers' inboxes.

Unlock smarter, more targeted campaigns

Automation isn't just a time-saver. It helps you work smarter. With automation, you'll be able to:

Segment your audiences: Automation lets you group customers based on their actions or needs, creating targeted campaigns. Segmentation isn't just about categories. It's about relevance. When customers get messages tailored to their needs, they're more likely to engage and take action.
Perfect your timing: Automation ensures emails land at the right moment, such as after a quote, a few days post-report, or during seasonal maintenance. This makes your messages feel personal and less intrusive.
Set-and-forget campaigns: After your campaigns are live, they run on autopilot. Automation never misses a follow-up, takes a break, or gets tired. It keeps your outreach going, freeing your team to focus on other priorities.

Automate the full customer journey

Automated emails can enhance each phase of the customer journey. By focusing on key moments, you can create campaigns that connect with customers when they're most engaged. For example:

Pre-job automation: Send reminders about estimates or exclusive offers to increase engagement and encourage scheduling.
During-job automation: Keep customers informed with status updates or arrival times, building trust and reliability.
Post-job automation: Follow up with a summary, request feedback, or offer suggestions for future services. This reinforces your value and promotes repeat business.

Create automated campaigns

You can create automated campaigns directly in ServiceTitan. If you're not sure where to get started, see the campaign ideas below:

To create an automated campaign:

Go to the navigation bar and click Marketing .
Click Create Campaign and then Autopilot Campaign or Start from scratch.
Follow the steps to create and launch the campaign. If you're starting from scratch, select Add Content > Automated when creating the Email Sequence.

Retention and renewal campaign ideas

Create campaigns to keep your current customers, increasing the number of jobs they book each year and the value of those jobs. Use proactive engagement, service reminders, and renewal offers to stay connected.

Campaign	Description
Expired Members	Reach out to past members with a special offer to encourage them to renew their membership.
Membership Renewals	Ask for renewals right after a service to keep your relationship strong and ongoing.
Recurring Service Renewals	Remind customers to renew recurring services after a job to maintain long-term connections.
Membership Due for Service	Follow up on memberships due for service to boost renewals and ensure jobs are completed.
Automated Service Agreement Reminders	Send reminders before service agreements expire to encourage renewals.
Equipment Replacement Alerts	Notify customers when it's time to replace aging or heavily used equipment.
18 Months Idle	Re-engage with customers who haven't interacted with your business in a while. Adjust the time to fit your business needs.
6 Months Idle (Non-Members)	Reach out to non-members who haven't used your services in 6 months, offering membership or other services.
1-Day System Quote	Provide special discounts or offers to convert quotes into sales quickly.
Low Usage Customer Outreach	Contact customers who've used your services before but haven't in a while to encourage them to book again.

Upsell and cross-sell campaign ideas

Create campaigns that help you upsell and cross-sell to your existing customers.

Campaign	Description
Completed Job Add-Ons or Cross Trades	After completing a job, offer relevant add-ons. For example, suggest HVAC maintenance after a plumbing service.
Post-Service Upsell	Turn single-service customers into membership holders by offering them a post-service upgrade.
Warranty Extension Promotion	As warranties near their end, offer value-adds to keep customers committed longer.
Installer Warranty Offer	Provide an installer warranty when the manufacturer's warranty expires or when a unit is sold.
Warranty-End Tune-Up or Inspection	Build trust by offering a tune-up or inspection as a warranty ends, creating opportunities for upgrades.
Accessory Promotion	Suggest helpful add-ons, like air purifiers for HVAC customers, to improve service life and customer satisfaction.
Equipment Maintenance Alert	Send regular reminders for preventative maintenance to keep equipment running smoothly and ensure customer loyalty.
Annual Energy Efficiency Evaluation	Offer energy-saving evaluations for systems or equipment to help customers save on energy costs.

Engagement and relationship-building campaign ideas

Create campaigns to strengthen customer loyalty and perception through personalized interactions.

Campaign	Description
Thank You Post-Service	Send a message 1-2 days after a service to thank customers and encourage reviews or feedback.
What to Expect	Set clear expectations for the service to reduce cancellations and increase customer satisfaction.
Welcome to Membership	Welcome new members with a message highlighting the value they'll receive from the start.
Warranty Benefit Highlight	Remind customers of the benefits included with their warranties, such as free inspections, to help them see the ongoing value.