02-03-2023 05:13 AM
Hello Everyone! I am trying to find a better way to track our memberships. Currently we are using binders with our agreements in them, to keep up with who to call, and who we've already called.
I have a few questions about tracking all memberships through service titan opposed to just tracking the expiring memberships. Our customers pay for a year up front, so how do we know which customers to call when it’s time to schedule prepaid maintenances? Is there a way to generate or track who we’ve already reached out to through Service Titan? I know we can leave notes under the membership that we've called, but can I view them all at once and not have to pull up individual customers? Thanks!!!
02-03-2023 12:49 PM
Great question. I'm wondering the same thing!!!
02-09-2023 08:39 AM
One way is to use the follow-up screen -> recurring service events. You can filter by the recurring service type and date. There is a column that will list how many times a customer has been contacted. If you filter by this column, all the zero-contacted members will show first.
The catch to this is that you have to contact the member through this follow-up recurring service page. Texts and calls should be made by clicking on that page only, as it is the only way I have seen it be able to track the number of times the member has been reached out to for scheduling that service.
02-21-2023 05:15 AM
Thanks Alyssa! I have been leaving the follow-up note under the membership page. Yesterday, after reading your response, I experimented with leaving the follow-up note under the re-occurring appointment page, and it worked! Now, when I run my report it does change from 'not attempted' to 'unreachable'. It still does not show what date they were contacted unless you click on the customer. Either way, thank you for the help....now I have a better understanding.
02-22-2023 10:22 AM
Texts do not update our 'Follow-up Attempts' and calling only works if you click the 'Call Customer' button at the very bottom of the page, not if you click the actual phone number at the top of the page. LOL The 'Log a Follow-up' button is nice but I don't like how it will always update the 'Follow-up Attempts' column. We have a handful of old memberships that we have been phasing out because the recurring service event dates were not populating correctly, and the only way to fix those dates is to manually 'Log a Follow-up' through the recurring service event page. This then changes our 'Follow-up Attempts' data and makes it seem like we have reached out to the customer. Additionally, we have several customers with multiple systems and ST's best recommendation is to add a new recurring service for each additional system- which means some customers have multiple recurring service events active (same date) for the same location. So for me, this page is very messy and takes up too much of our time when I'm just looking for a quick glance to see who's who and what's what. And since I'm already on the subject of complaining about this page - ST has an 'Expired' tag that shows up in the 'Equipment Age' column, yet this tag is NOT used for equipment anywhere else in ST, so it seems a bit silly. It would, however, be super useful to use that same 'Expired' tag in the 'Expired Membership Date' column.