Marketing Pro's ads attribution feature is AWESOME--except for this one quirk that made us turn it off.
For context, our HVAC company does work with individual homes/businesses AND with building contractors. These are contractors like Lennar, DR Horton, and others that build new homes, thus they have many jobs with us. We have "Builder" campaign that these jobs go into.
When we added Marketing Pro's ads attribution (via the marketing integrations), we noticed many of our Builder jobs were getting switched from our Builder campaign to other campaigns.
ServiceTitan Marketing Pro has a feature that looks back at jobs within a certain time window and “attributes” them to the campaign that generated them. For example, it can see that John Doe clicked on a specific Google Ad, then booked a job, attributing that job to the ad. Then John Doe books 2 more jobs, and since they’re both within our specified time window, they also get attributed to the same ad.
This is great analytics for most customers, who usually have a minimal number of jobs. But it is not practical for our Builder accounts, which have dozens of jobs that subsequently all get attributed to some other campaign. That’s why these jobs get changed from “Builder” to something else. For our company's purposes, it's crucial for the Builder campaign to be reported accurately.
Normally, the fix would be to shorten the window of time allowed for attributing future jobs to an original campaign (via Settings > Marketing Pro > Marketing > Revenue Attribution). However, I discovered that Marketing Pro has a second, separate attribution window specifically for manually-booked jobs (7 days) which crucially cannot be edited. Nor can select customers/jobs be exempted from it. All our “Builder” jobs are manually booked, meaning that there’s no way to prevent the dozens of builder jobs from being updated to a different campaign, practically making our reporting useless.
In order to keep our Builder reporting accurate, we've had to turn off ALL attribution from Marketing Pro. This sucks, because attribution is really helpful for pretty much all other types of work.
It would be nice if we could keep attribution turned on and just except that one Builder campaign from it. This would make ServiceTitan a more friendly platform for companies like us that have a hybrid customer base of individual and contractor-type customers.
