Critical ServiceTitan Membership Reports Every User Should Have

You probably drive a vehicle that fits your needs. You maintain it, right? Do you check the current and average MPG, or mi/kWh? This is your membership setup, management, and reporting.

Building and offering a strong Membership program in ServiceTitan is one thing, and efficiently managing them is another. The final piece to the puzzle is knowing what reports you should be running to make sure your program is humming along, and doing as much as it can for your business. 

ServiceTitan Membership Summary Report

The membership summary report in ServiceTitan gives users a broad overview of how your company’s memberships are performing. When pulling reports for your ServiceTitan Memberships, set the date range you want to look at, and get an overview of what happened during that time. By setting a desired date range, you can look at how many memberships you started with in this range, how many you ended with, and what happened to the ones in between. Running some simple calculations will give you your membership churn rate.

You may notice some memberships being recorded as “deleted.” What does this mean? Was this an office error because of a duplicate? Powerhouse consultant Chadd recommends looking into the cause for a deleted membership (you might need to make sure your team has a solid membership follow-up process), but to really focus on those marked as “canceled” or “expired” for an accurate churn percentage.

To calculate churn, divide the number of canceled and expired memberships by the “active at start” number. The goal is to always see the “active at end” number going up!

Chadd also pointed out that fewer membership types make monitoring your reports much easier. Churn rate can get complicated with too many membership types. It’s also important to be mindful of how you set up your memberships–ongoing versus set duration. Set duration creates extra work for your staff.

Certified ServiceTitan consultant Kacey recommends only ongoing membership durations. 

“Typically, if you have warranty parts and jobs, your supplier is less likely to cover the equipment if it’s not maintained every year,” Kacey says. “Similar to a car–if I’m not getting my oil changed or other proper maintenance done, they won’t warranty if something goes wrong. It’s the same with your HVAC equipment; get your heating and cooling equipment serviced every year. Things will break, not last as long, and won’t be warrantied.”

Follow Up for Uninterrupted Membership Service

“The number one way we lose members is not by doing something wrong and making the customer unhappy, but because the membership expires, and we didn’t bother renewing them,” says Chadd.

Kacey added that if no one is following up, you can lose just as many memberships as you might gain. 

While many companies rely on their techs in the field to renew memberships (and they should be), office staff should also follow up with customers to renew their membership. One way to help with this is to set up your memberships as ongoing, so that they auto-renew. That is, until a card expires, or the customer chooses to cancel. 

You can easily view expiring memberships under the Follow Up Tab. Be sure to address this list on a regular basis! Kacey likes to recommend a dedicated person, such as a membership coordinator, to review and work on the Follow-Up Tab regularly. 

“You always want to be adding memberships,” Kacey says. “The industry standard is 300 memberships per service technician. If you’re losing as many as you gain, you’ll have a poor or short membership lifecycle.”

Expiring Credit Card Report for Seamless Membership Coverage

The second most popular reason for churn is an expired payment method or failed payment. If there’s no follow-up when a payment does not automatically process, a customer will continue to receive a monthly invoice that can go unpaid. This might cause members to receive free service. 

Kacey recommends two effective options for tracking expiring credit cards:

• Use the Follow-Up Tab – This allows your Membership Coordinator to monitor upcoming expirations and take timely action.
• Create a Custom Report – Add this report to a dedicated Custom Membership Dashboard that includes all key metrics and tools for membership success.

Both options provide clear visibility into which members have cards nearing expiration, ensuring your Membership Coordinator has ample time to follow up and renew them before the next membership billing cycle.

Powerhouse Tip: ServiceTitan offers Membership Renewal Protection, which can automatically updates payment information, for an additional cost. 

Chadd said according to ServiceTitan, on average, failed credit card payments cause users to lose ten memberships per month. 

“It’s crucial to check the expired credit card report in the Follow Up Tab,” he says. “Do this once a month, and set an appropriate date range.”

Location Recurring Service Event Detail Report to Stay On Top of Service

This report is a great way to see which RSEs still need to be completed, Kacey says, but is not used as much as it should be!

“A lot of companies don’t utilize the Location RSE Detail Report, but it is such a good tool to hold your team accountable to hit up clients to schedule,” she says. 

Not only will this report ultimately benefit your customers, since you owe them the service they paid for, it gets the tech back in the door for the chance to offer options, get tickets up, and have work during slow season. 

“Be sure you’re in front of your RSEs, and dialing in to hit them during the shoulder season,” Kacey says. “This is crucial. It keeps your techs busy, but also helps customers avoid costly breakdowns in the middle of peak season.”

How to Use the Active Members Report in ServiceTitan

An ‘Active Members’ report is beneficial to have on your membership dashboard. This report shows all active members, and allows you to filter to show any deleted, canceled, or other membership statuses. 

You can also add to this report the preferred payment method. This way, you can monitor this column to verify members have a payment method on file, and make sure the membership includes a payment method.

Optional: Deferred Revenue Report

If you’re using deferred revenue, it’s important to allocate the membership revenue for recognition at the end of the year or tax season, even if clients don’t schedule their visits. 

You can use the Deferred Revenue Report’s filters for membership, status, balance, and date, allowing you to view the membership contract price, the amount billed to date, the completed membership revenue, and the projected revenue. 

Monitor Your ServiceTitan Memberships Like a Pro

If you’re ready to manage your ServiceTitan memberships effectively, or if you have more questions, Powerhouse Consulting Group can help build custom dashboards that serve your business and help you maximize your membership revenue. Book a free discovery call today to learn how PCG can help you optimize your ServiceTitan account.