ServiceTitan memberships are a powerful revenue-generating tool for your home services business that allow you to offer your customers exclusive discounts and services.

Memberships are customizable to your business needs, from flexibility in billing to auto-renewals, memberships provide recurring service events that keep your schedule full, and your technicians busy. Here, we’ll discuss some of the frequently asked questions surrounding ServiceTitan memberships.

What is a ServiceTitan Membership?

A ServiceTitan membership is a tool within the CRM that enables you to offer recurring services to customers who purchase a membership with your company. Memberships can be set up in a number of ways, depending on your business type, to satisfy the needs of your customers. Whether you offer services for heating and cooling, plumbing, electrical, lawn care, garage doors, pools, pest control, or other home services you can set up a membership to fit your needs.

What is a Membership Type in ServiceTitan?

A ServiceTitan membership type is the basic structure of the memberships you sell to customers. Depending on your offered services, you can create numerous membership types, though it’s also important to not get too crazy and complicate your program by cluttering your Pricebook and confusing CSRs and technicians.

For example: You might have different levels of membership, such as Silver, Gold, or Platinum. Or, perhaps you offer a membership for HVAC services, plumbing, and/or electrical. Maybe you offer one membership for the sake of ease, but fine-tune and customize it with add-ons.

The membership type will designate the name of the membership (ex. PCG Plumbing Platinum Membership), tags to identify the customers who purchase the membership (ex. Platinum Member), duration (ex. ongoing), billing frequency (ex. monthly), applicable discounts, and locations the membership applies to.

What is a Membership Add-On in ServiceTitan?

Add-ons are Pricebook tasks that allow you to sell and bill additional work for separate pieces of equipment, on top of a standard membership.

ServiceTitan memberships can be customized and really personalized to your customers’ specific needs with add-ons. An add-on could be an additional recurring service (such as semi-annual pool service if your membership is primarily snow removal), or upgrades to existing services (for example, a better furnace filter). Multiple add-ons can be added to a membership.

Can I Add Extra Services to Recurring Service Events in ServiceTitan?

Additional service can easily be added to the job invoice if a customer requests work while a technician is onsite for a Recurring Service Event (RSE). The service will be charged regularly, though depending on your membership benefits, the customer may see a discount. This will not affect membership billing.

Why Doesn’t Membership Savings Appear on an Invoice in ServiceTitan?

Most commonly, membership savings may not appear on an invoice due to the membership not offering any discounts. Review your ServiceTitan membership type, and ensure appropriate discounts are set.

Can I Show All Customers Member Savings on Their Invoices in ServiceTitan?

When setting up your ServiceTitan memberships, enable the “Show Member Savings on Printed Invoice” configuration on the Feature Configurations screen. Note: Account configuration is required to access the Feature Configuration screen. Proceed with caution.

Membership Savings vs. Potential Savings in ServiceTitan

Typically, ServiceTitan memberships include discounts on your invoice items that you designated during membership setup. Membership savings shows members the amount they saved by being a member. Non-member invoices can show the potential savings the customer could have received, if they were a member. This is shown as a range due to varying discounts based on membership types.

How is Service Discounted for My Members in ServiceTitan?

In your ServiceTitan Pricebook, you’ve likely created Discounts and Fees, either in percentages or fixed amounts. (Be sure the service, material, or equipment is set to allow discounts!) If there are multiple discounts for a task, it will be discounted at the lowest price accessible to your member.

For example:

The task has a static price: the standard, every-day price of the task.
The task may also have a static member price: the standard price for members, which may be discounted.
The task may have a static add-on price: the cost of the task, discounted when added with another qualifying service.
And, the task may also have a static member add-on price: a further discounted cost for members, when added with another qualifying service.

Your member will receive the best discount, such as the static member add-on price, as long as the qualifications of the discount are met, and your membership tasks are set up properly in Pricebook. This also applies if a customer has more than one membership with competing category discounts.

What Do the Different Membership Statuses Mean in ServiceTitan?

ServiceTitan membership statuses indicate whether a membership is current or inactive, which could affect the way your team follows up with members.

Active: An active membership is exactly what it sounds like- a current agreement with a customer who is receiving membership benefits. The membership is visible, and the member can be billed accordingly.

Suspended: This member hasn’t completely left, but their membership is essentially on hold, and won’t be charged in automatic billing runs. They are not being billed, or receiving benefits, but recurring services are still active.
Expired: This membership had a set duration, and has now passed that date. The customer is no longer receiving membership benefits, and is not being billed. Recurring services are deactivated, as well.
Canceled: Whether during a follow-up, or at any point during their membership, the customer indicated they did not wish to continue their membership benefits. The membership is then marked canceled. History is still visible in ServiceTitan, but the benefits are no longer active, and recurring services are deactivated.
Deleted: This membership is no longer active, and not visible in ServiceTitan. This may be used if a membership was created by mistake.

Do Recurring Services and Events Disappear When A Membership is Canceled in ServiceTitan?

When a ServiceTitan membership is canceled, RSEs will only disappear if they are Not Attempted or Dismissed. If there are RSEs attached to the membership that have follow-ups logged, or that have been booked into a job, they will remain visible.

Can A Deleted Membership Be Restored in ServiceTitan?

A deleted membership in ServiceTitan is meant to stay hidden and inactive, so unfortunately there’s no way to restore a deleted membership–you must sell a new one. To prevent accidental deletion, consider removing the “Edit Customer Membership” permission from users who do not need it (but keep in mind, this will prevent them from making any changes to the memberships).

How To Switch ServiceTitan Memberships to Ongoing

If you’re currently using a fixed duration for your ServiceTitan memberships and would like to transition to an ongoing style, there are a few things to consider. First, you’ll need a new plan in place to avoid interruption of services or confused customers. Are you going to let existing memberships expire, or develop a “roll-over” plan?

Next, build and execute a customer notification strategy. Will you email, text, or even mail your members to inform them of the changes? What, if anything, will your customer need to do?

Finally, be sure your team is trained on the new membership structure, and have new information available to potential members. Market your new membership program, and sell away!

Why is my Deferred Revenue in ServiceTitan Inaccurate?

Your deferred revenue in ServiceTitan may be inaccurate for a number of reasons. Review the “Incorrect Location Recurring Services Marked as First Visit Complete,” Incorrect Deferred Revenue Billing Templates,” and “Incorrect GL Setup for Recurring Services” reports to help you determine the cause. However, issues with add-ons will not be reflected in these reports, so be sure to double-check that information, too.

Help With ServiceTitan Memberships

If your memberships are lacking the punch they need, or have gotten out of hand, Powerhouse Consulting Group can help transform your membership program into a revenue engine for your business. Book a free discovery call to explore how PCG can help you trust your data.

ServiceTitan Membership FAQs