Latest from Management

Photo 145870202 © Timur Konev | Dreamstime.com
Photo 185991668 © BiancoBlue | Dreamstime.com

Sponsored

iStock/Thinkstock
contact.jpg

2 Solutions for smoother customer relations

April 7, 2017
ServiceTitan, www.servicetitan.com, cloud-based business management software for residential contractors. The product includes ClearPath GPS, which provides real-time location and visibility data. RIDGIDConnect, www.ridgidconnect.com, is an online solution for creating job reports. The program can also be used to schedule jobs, send and get reminders, and dispatch work within a company.

ServiceTitan, www.servicetitan.com, cloud-based business management software for residential contractors in HVAC, plumbing and electrical services is designed to help run the entire operation of a home service business. It handles call management, quotes/estimates, scheduling and dispatch, invoicing, reporting and mobile connectivity. It also offers marketing management tools.

The product includes ClearPath GPS, which provides real-time location and visibility data, along with live traffic updates, to field techs on their mobile devices, facilitating faster routing (and lower fuel costs) and reduction of unsanctioned stops.

Mobile connectivity is handled by ServiceTitan Mobile 2.0, an optional subscription-based app that also carries a one-time fee for importing data. The app, designed for use by tablet-toting technicians in the field, includes several features engineered to improve technician performance, automate manual processes, boost customer satisfaction, and help generate more sales while in the field. Techs have access to the client’s entire service history before arriving at the home and can pull up any existing forms.

Users can access a visual price book to create and share an estimate, while on site. The price book can include product photos and manufacturer-provided videos and descriptions. An Option Builder feature enables creating good, better, and best options and to show to customers in presentation mode on the tech’s tablet.

For jobs agreed to or completed, techs can generate invoices on the spot. If new forms are needed, they can be built in the office and pushed to techs in the field. Management can also send reminders to techs out on jobs about specific forms and signatures needed to complete a job.

From within the app, ServiceTitan can integrate with the Green Sky program, a payment solution offering various financing options for a customer’s home improvement projects.

ServiceTitan also includes the ServiceTitan Marketplace, a compendium of services and associations that can help a contractor build and better manage the business. For example, Marketplace includes the ability to generate leads for new work and the contractor pays a commission only for work booked.

Other Marketplace features include automatic emailing to customers of confirmation of service appointments, with the confirmations including proof of licenses, insurance, and owner and employee background check (handled by asktheseal.com). As corroboration, the contractors’ techs show up at jobs wearing photo IDs. Plus, customers have access to the contractor’s “reputation snapshot” at Reputation Lobby, www.reputationlobby.com, a listing management platform that ensures a contractor’s data is accurate, uniform, and correct across major review, social, and local sites.

For continued contact with past customers, ServiceTitan is integrated with Customer Lobby, to address retention marketing.

Marketplace has the ability to partner with Profit Rhino, a flat-rate price book for home services industry that imports into ServiceTitan. Available content includes product description, images, and imaging tools that allow management of 1,000+ photos. Contractors can use this feature to create a ServiceTitan optimized price book backup file (including images) with a single click.

In addition, Marketplace partners with Solace Air for products that address Indoor Air Quality needs for both new projects and retrofits into existing heating and cooling systems. It also continually updates a marketing scorecard that identifies successful sales campaigns and maintains a Heat Map that tracks profitable service areas (the bigger the dot the bigger the sale).   

Marketplace also offers ServiceTitan Payments, which facilitates customer payments by credit card or check and handles transaction reporting of payments directly into ServiceTitan. The solution (MP) also integrates with QuickBooks accounting software and QuickBook app for iOS and Android.

For continued contact with past customers, ServiceTitan is integrated with Customer Lobby, to address retention marketing. Features of the application include automatic sending to customers of business branded, personalized postcards reminding them it is time for service, and email at the optimal time to reinforce the postcard reminder. The app also implements automatic requests for customer reviews once the job has been completed. 

RIDGIDConnect, www.ridgidconnect.com, is an online solution for creating job reports from various sources, with digital media and files integrated into a hosted secure archive environment, enabling making and storing professional reports that help explain or confirm the resolution of a problem to customer. The information can be accessed from web and mobile devices and the data can be uploaded from the field to create new reports via a smartphone.

The program can also be used to schedule jobs, send and get reminders, and dispatch work within a company. Users can keep company-only notes about jobs and customers to help recall service information. The site also allows users to markup images and create bookmarks inside of video files to help direct or navigate a customer to a specific spot. Videos are converted to a standard format and streamed, eliminating concerns over file size when viewing.

In addition, the data can be integrated from RIDGID’s SeeSnake HQ, free software to help collect digital pipe inspection content assembled from photos and video clips taken from SeeSnake pipe inspection equipment, into the RIDGIDConnect account job reports.

All the media can be grouped together on a professional looking report to share and present to a customer. There is built in security on the reports that prevents the data from being downloaded or viewed excessively.

About the Author

William and Patti Feldman

Bill and Patti Feldman write articles and web content for trade magazines and manufacturers of building products.

Voice your opinion!

To join the conversation, and become an exclusive member of Contractor, create an account today!

Sponsored Recommendations