Job Planning & Management Ideas Portal
Issue
This tenant has an issue with our campaign tracking: they have a phone system where the customer can dial 1 and the tenant will call them back (outbound call). Because the job is then booked from an outbound call, the tenant's marketing numbers are off and it's proving very difficult for them to accurately associate revenue earned to marketing campaigns to judge their true efficacy.
Current Workaround
Currently, the tenant is manually comparing Customer IDs from the Calls dataset (inbound and outbound) with Customer IDs from the Jobs dataset. They then bucket all revenue from those completed jobs in a particular date range under the original campaign the customer dialed to attribute the money to that campaign. This is so that they can properly assess how productive each campaign is, and decide which to continue paying for.
I'm working with a Titan to see if we can create an excel template that would alleviate some of this manual work, but ultimate the customer asked if we could potentially implement campaign tracking on the project level.
The tenant is very large and they cannot count on CSRs to properly assign the original campaign to the job (so, I realize that piece is a workflow/ training/ trust issue).
Potential Solution
Allow campaign tracking on the project level. The first call that gets associated with the project would inherit that campaign and any other job in the project would in turn get that campaign. This would ensure that all jobs within a project are correctly associated with the original campaign. It would mean that they would need to associate the original inbound call to the first job.
I realize this is partially to account for a workflow issue, but I wanted to post here in case other tenants have similar asks.
Another tenant requested this for Marketing reporting purposes: basically, they need to fill their board w a certain number of "opportunities" and define an opportunity as "A fresh call being ran (so not a return visit to complete work on sold estimate or install job for sold estimates."
Essentially -- the first job in the project, or the only job if there is no project. Exclude Recall and Warranty jobs, potentially?
source: https://stackoverflow.com/c/servicetitan/questions/8481?noredirect=1#comment2992_8481
gilleceplumbingheatingcoolingelectricalinc would like this as well.
Another tenant [case: 00846218] requested this, and added that they'd also like a "Cost per Project Lead" KPI. In the event 3 jobs were booked into a single project, that 1 project will count as 1 lead and the Cost Per Project Lead would be higher.
If the whole lead cost $900, then the Cost per Lead would be $300, but the Cost per Project Lead would be the full $900
this may also relate to https://ideas.servicetitan.com/ideas/REP-I-182
We also came across a situation that relates to this:
tenant would like the ability to only count the first job in the project as being a true lead. This idea could help: we could essentially report on "Unique Project Leads" as in-- each Project counts as a single lead only.
Since the lead follows through the whole project, there is only one option as to which Campaign the project chooses.
Or, choose the first job's campaign only (this is probably safer-- users whose campaigns differ thru the project can still see unique Project leads)