Maximize Your FSM Software: 7 Must-Ask Questions for Contractors

In the HVAC industry, efficiency and customer satisfaction are the driving forces for growing your business. So fully utilizing your Field Service Management (FSM) software — like ServiceTitan, Housecall Pro, FieldEdge, etc. — can mean the difference between a thriving business and one that struggles to keep up.

While most contractors invest in FSM tools to streamline operations and improve service, many fall short of tapping into the software’s full potential. Read on to learn how you can maximize and master your HVAC business’s FSM software.

Want to Join the Elite 14 Percent? Ask these 7 Questions

Our partners at Mediagistic recently conducted a survey of more than 400 contractors, and the results were eye-opening. A staggering 86% of respondents felt they were not fully utilizing their Field Service Management (FSM) software. So, how do you break into the elite 14% who have mastered their FSM tools?

Here are some key areas to focus on for achieving full FSM utilization:

Question #1: Do You Have Key Performance Indicators (KPIs)?

KPIs are the foundation of any successful business, and the HVAC industry is no exception. But simply having KPIs isn’t enough. You need a strong sense of what these metrics should look like relative to industry standards. For instance, are you tracking the efficiency of your technicians, your average job duration, and your customer satisfaction rates? Understanding these benchmarks will help you gauge where your business stands and where improvements can be made.

Question #2: Is Your Pricebook Properly Integrated?

The pricebook is the heart of your FSM software. But if it’s not well integrated into your day-to-day processes, you could be losing money. A well-structured pricebook ensures consistency in pricing, reduces the risk of errors, and gives your technicians the ability to quickly provide accurate quotes. If your pricebook is out of date or difficult to use, it’s time for a tune-up.

Question #3: What’s Your Billable Service Rate?

Do you have a clear understanding of what your billable service rate should be? Many contractors are unsure of the actual costs of running their service department. Knowing your billable rate allows you to set prices that reflect your value and cover all the costs of doing business. Without this knowledge, you risk undercharging and negatively impacting your bottom line.

Question #4: Are You Tracking Lost Opportunities?

How many calls come into your business that don’t turn into booked jobs or revenue? If you don’t know the answer to this question, you’re leaving money on the table. A well-implemented FSM system can help you track these lost opportunities, giving you the insights needed to improve your booking process and capture more revenue.

Question #5: Are You Measuring Your Return on Investment (ROI) from Leads?

It’s crucial to understand the ROI of your marketing efforts. How many of your leads are converting into jobs? Are your campaigns delivering the results you need to justify the investment? FSM software can provide this data, helping you refine your marketing strategies and increase lead conversion rates.

Question #6. Do You Have a Process for Converting Service Calls into Installations?

Many businesses struggle to convert service calls into higher-revenue installation jobs. If you’re not tracking this or don’t have a defined process, you’re likely missing out on a major growth opportunity. Ensure that your FSM software is helping your team identify and seize these opportunities.

Question #7: Is Fractional ServiceTitan Expertise Right for My Business?

Finding a ServiceTitan expert on staff can be challenging, and spending hours on the phone with support isn’t practical. That’s where fractional ServiceTitan expertise comes in. Instead of hiring full-time, consider partnering with a specialist who can give you the insights and support needed to optimize your software usage without the time commitment or overhead.

To make things even easier, HVAC Coach Pro offers a suite of managed ServiceTitan services, and a free ServiceTitan Health report. This quick, yet in-depth audit will identify where you’re underutilizing your FSM software and offer tailored solutions.

Your Partnership for Full FSM Utilization

The road to full FSM software utilization doesn’t have to be difficult. With the right KPIs, pricebook integration, and expert support, you can turn your FSM system into a well-oiled machine. Let HVAC Coach Pro and Mediagistic be your partners in this process and show you the “easy button” for success.

Take the first step toward joining the elite 14% by requesting your FREE ServiceTitan Health Check. Or find out what a fully integrated marketing and TGL process looks like in Mediagistic’s most recent case study. Contact the experts at Mediagistic and HVAC Coach Pro today to get started!

Kyle Hoover is a Business Advisor at HVAC Coach Pro. Through his years of working with HVAC Coach Pro founder Jason Ellington, he learned a ton about the HVAC trade and worked in a number of roles as sales manager, service manager, as well as in general operations and business planning. His experiences gave him insight into the trade in general as well as further knowledge of business management added to his prior unique experiences in other industries. Learn more about Kyle and HVAC Coach Pro by clicking here.

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