Follow-Up Automation & Reminders

Purpose

How to use ServiceTitan's automation features to manage follow-up reminders and customer communications without manual tracking.

When to Use

Setting up and managing automated follow-up sequences for unsold estimates, post-service communications, and membership reminders.

Procedure

Setting Up Follow-Up Reminders

When a job results in an unsold estimate, set a follow-up task in ServiceTitan with a specific date.

ServiceTitan will surface the task on the assigned date as a reminder.

For high-priority estimates, set a reminder for Day 3 and Day 7.

For standard estimates, Day 3 and Day 14 reminders are sufficient.

After Day 14, move to monthly nurture if no response.

Automated Email/Text Sequences

ServiceTitan's marketing automation can send pre-built emails and texts at scheduled intervals.

Post-service thank-you: Automatically sent after job completion.

Review request: Sent 24-48 hours after a positive job completion.

Unsold estimate follow-up: Automated reminders at 3, 7, and 14 days.

Membership renewal: Automated reminder when the annual service date approaches.

Seasonal outreach: Pre-scheduled campaigns for seasonal services.

Managing the Automation

Monitor the automation dashboard weekly to ensure sequences are running.

Review bounce rates and unsubscribes — clean up bad email addresses.

Customize templates periodically to keep content fresh.

Disable automation for customers who request it — honor opt-out preferences immediately.

Ensure automated messages don't conflict with manual follow-up efforts.

When to Manually Override

• Customer explicitly said "I'll call you when I'm ready" — remove from automated sequences.
• Customer had a negative experience — don't send automated happy emails. Handle manually.
• Complex proposals that need a personal touch — manual follow-up is better.

Important Notes

• Automation handles the routine so reps can focus on high-value personal interactions.
• Don't rely entirely on automation — the most important follow-ups need a personal call.
• Track which automated sequences have the highest response rates and optimize accordingly.
• Customer preferences matter — if they prefer calls over emails, adjust your approach.

Related SOPs

• Follow-Up Protocol & Cadence — manual follow-up process
• Post-Sale Customer Communication — post-sale touchpoints
• ServiceTitan for Sales Reps — overall ServiceTitan workflow