ServiceTitan Strategy Session

Kassidy Call Battle Plan

Fixing Booking & Estimates for Bright Side Plumbing

Tuesday Apr 7, 2026 | 12:30 PM CT

Ashton King
Operations Lead
Kassidy Nielsen
ServiceTitan Rep
Stephanie Velasquez
Business Ops
Robert Dove
Dev / Marketing
Join Zoom
Meeting ID: 843 8705 4788 | Passcode: 050207

GROUND RULES

1
LISTEN FIRST. This is Ashton's call. Kassidy is here to help HIM.
2
NO TANGENTS. Booking and estimates only. Stay focused.
3
ASK, DON'T TELL. Learn what ST can do. Don't pitch our system.
4
ASHTON LEADS. He's in ST every day. He knows the pain. Let him drive.
5
NOTES. Everything Kassidy says goes into the ST playbook after.

📌 Questions for Kassidy

Booking Workflow

1
How do we set up the booking screen so CSRs pick the RIGHT campaign/lead source every time? ASHTON
2
Can we deactivate/archive 19 dead campaigns cluttering the dropdown? ASHTON
3
Existing customer calls back -- keep original lead source or retag? What's best practice? ASHTON
4
40% of jobs get tagged "General Plumbing." Can we force specific service type selection? ASHTON

Estimates

5
ST Mobile is broken for estimates -- Kalen had to email a $40K estimate. What's the fix? ASHTON
6
Can we build Good / Better / Best estimate templates so techs present 3 options consistently? ASHTON
7
How do estimates stay linked to jobs in HOLD status? Can Ashton see all pending estimates in one dashboard? ASHTON
8
Follow-up workflow on open estimates -- what does ST offer natively? ASHTON

Job Closing & Invoices

9
Proper workflow to close a job where no service was performed? ASHTON
10
43+ stuck jobs sitting in limbo. Best way to bulk clean these up? ASHTON
11
Can we make "Sold By" field required? Currently blank or wrong on many jobs. ASHTON
12
Daily invoice closure reminders -- can ST notify when jobs are open past 24 hours? ASHTON

Tech Workflows

13
Can Ashton create step-by-step workflows that guide techs through a job on mobile? ASHTON
14
On-site checklist feature for techs? (photos, job type verify, present options, signature) ASHTON
15
Notifications for incomplete paperwork -- can techs get pinged? ASHTON

API / Integration (Robert -- only if time)

16
API access to booked-jobs data (not just completed)? Webhook for status changes? ROBERT

⚠ Known ST Problems

Context for Kassidy -- these are the problems driving this call.

ProblemImpactPriority
40% jobs = "General Plumbing"Can't see real service mixCRITICAL
26% jobs mistagged "Existing Customer"Zero attribution, ROI blindCRITICAL
43+ stuck jobs in limboRevenue reporting brokenCRITICAL
ST Mobile broken for estimatesKalen emails manuallyCRITICAL
No job closing workflowInvoices stay open, QB wrongCRITICAL
19 dead campaigns in dropdownCSR confusion, wrong tagsHIGH
LSA 25% cancel rateWasted dispatches ($$$)HIGH
Sold-By field blank/wrongCan't track who soldHIGH
Dispatch fee $89 (was $49)Pricebook needs updateMED

⏱ 60-Minute Call Flow

0:05

Intros & Goal Statement Ashton

"We need to fix how we book jobs and create estimates. These are our biggest pain points."

5:20

Booking Workflow Ashton + Kassidy

Campaign cleanup, CSR booking screen, lead source attribution, General Plumbing fix

20:35

Estimates Ashton + Kassidy

Mobile fix, Good/Better/Best templates, pending estimate dashboard, follow-up workflow

35:50

Job Closing & Invoices Ashton + Kassidy

Stuck jobs cleanup, Sold-By field, daily closure reminders, proper cancel workflow

50:55

Tech Workflows Ashton

What can Ashton build for techs? Checklists, mobile workflows, notifications

55:60

Next Steps All

Action items, follow-up meeting, timeline

⚡ What Ashton Can Build After This Call

1
Tech Arrival Workflow
Verify job type, photos, present 3 options, collect signature
2
Invoice Closing Checklist
Required fields before job can be marked complete
3
Estimate Follow-Up Queue
Dashboard of pending estimates with age + dollar value
4
Campaign Cleanup
Archive 19 dead campaigns, rename active ones clearly
5
CSR Booking Template
Pre-filled fields, required campaign, service type enforcement
6
Daily Alerts
Jobs open 24+ hours without invoice get flagged automatically

🎧 Robert's Role: LISTEN

✅
Take notes on everything Kassidy says about ST capabilities
✅
Support Ashton -- help him articulate problems if he gets stuck
✅
Ask API questions ONLY if there's time in the last 5 min
❌
Do NOT bring up Nexus, Zeus, Morpheus, or any custom system
❌
Do NOT go on tangents about data, marketing, or architecture
❌
Do NOT dominate the conversation -- this is Ashton's meeting

💬 Stephanie's Concerns (Apr 6 Standup)

"Service Titan is an absolute mess"
-- Stephanie, Apr 6 standup
"A lot of people cancel. It's ideally what we should be getting, not the ideal."
-- on ST revenue numbers vs reality
"If somebody collects the check and it never gets turned in, how would I ever know?"
-- on invoice / payment paper trail gaps
"We need to start making revenue"
-- the bottom line

Kassidy can fix the ST side. QB reconciliation is separate (Stephanie + Robert).

Bright Side Plumbing | Nexus AI Battle Plan | Generated Apr 7, 2026
(913) 963-1029 | 12022 Blue Valley Pkwy, Overland Park, KS 66213

Apr 12 Update: NEW Blockers for Kassidy/Stephanie

1. API Pricebook Permission (BLOCKING)

Error: "User does not have permissions. Need View Pricebook."
User ID: 484-493-1615
Fix: Settings > People > Employees > Find user > Permissions > Enable "View Pricebook" > Save
Owner: Stephanie (has ST admin access)

2. GCLID Custom Field (BLOCKING attribution)

Need: Custom field on Job entity named "GCLID" (Type: Text)
Why: Bridges Google Click ID from web forms into job records for ad attribution
Fix: Settings > Custom Fields > + Add > Name: GCLID, Type: Text, Entity: Job > Save
Owner: Stephanie

3. Data Findings from Apr 12 Deep Audit

- 76% of completed jobs show $0 invoice (Pipe 1 from Battle Plan)
- 11,729 phantom rows quarantined (historical import bug)
- 0% job completion rate across all techs in last 7 days
- ST revenue is BROKEN as SoT. Using Big Sale Tracker ($70,180/wk)
- Contract ends May/June 2026 (6-8 weeks to decide renewal)