📊 Retain & Deepen Console

Pull these two reports from ServiceTitan each morning and upload them to run the tool. Click the links below to open them directly.

Upload your Job Follow-Up Report from ServiceTitan — this is the daily export of completed jobs. The tool looks at every job completed on the selected Work Done On date and groups locations by their call history to determine which tier they land in.

Upload the Location Data / LTV Report to unlock the At-Risk tab, Overdue Recurring section, and LTV badges on the call list. Upload the Invoice Report to unlock the Research tab, callback trends, and — critically — the Best Angle column. The more reports loaded, the smarter the call list becomes.

The Best Angle column synthesizes data from all three uploaded reports into a single, actionable call objective for every row. Rather than leaving the CSR to interpret badges and history, it tells them exactly what the call is for before they dial. Hover any badge to see the specific reason it was triggered and a suggested pitch line.

What it means: No prior job record for this location in the 90-day report window. This may be a brand new customer, or one who hasn't called in over 90 days. Either way, the approach is the same.

Why it matters: These are your highest-leverage calls. The habit hasn't formed yet — which means you can shape it. Confirm satisfaction, then follow your Best Angle.

Tone: Professional and warm. You're introducing yourself as a partner, not just the company that did the job.

What it means: They've used us before, and enough time has passed that a follow-up makes sense. They're a returning customer but not yet on a consistent rhythm.

Why it matters: This customer already trusts us — they came back. The goal is to deepen that and formalize the relationship. Follow your Best Angle to find the right opening.

Tone: Familiar but still professional. You know them — reference the history.

Qualifier: Prior job exists, and the most recent prior job was 7 or more days ago.

What it means: Active, high-frequency account. We've been out recently and regularly.

Why it matters: These are our best customers. The call is shorter and warmer — more of a check-in than a pitch. The Best Angle still matters here: cross-sell and property walk angles apply even to frequent accounts.

Tone: Casual and direct. They know you. Match that energy.

Qualifier: Prior job exists, and the most recent prior job was 3–6 days ago.

What it means: Jobs where the total was $0 and no estimate was left behind. These are typically warranty returns, callbacks on prior work, or no-charge visits.

Why it matters: Even $0 jobs are a customer touchpoint. A quick call confirms the issue was resolved and keeps the relationship warm.

Qualifier: Job total = $0 AND no open estimate is attached. (If a $0 job has an estimate, it's already in the main call list — the estimate is the opportunity.) Toggle Hide $0 with estimates in settings to control this behavior.

What it means: This location is on a recurring service plan, and their next scheduled service date is coming up within 30 days — or is already past due.

Why it matters: These customers are already committed to us. Reaching out before or right at their service date prevents them from forgetting and ensures we don't lose the visit. It also surfaces upsell opportunities during the scheduling call.

Qualifier: Next R.S. Date in the LTV file is within 30 days of today (including dates already past). Location must not be in the current job log (if they already had a visit today, they're in the main call list instead).

What it means: A high-value location that hasn't shown up in the recent job log. They've spent significant money with us but have gone quiet.

Why it matters: Losing a $10k or $50k lifetime customer to a competitor is a big deal. A proactive check-in — even without a recent job — can re-engage them before they stop calling us altogether.

Qualifier: Lifetime revenue ≥ $5,000 in the LTV file, AND the location does not appear in the current 90-day job report at all. These are accounts that matter — they just haven't been in recently.

What it means: These locations appeared in the job report but were filtered out before reaching the call list.

Common reasons a location gets skipped:

• Cooldown: A prior job at this location was completed within the cooldown window (default: 3 days). We don't want to call a customer we just called two days ago.

• Min Job Total: The job total was below the minimum dollar threshold set in the filter.

• Job Type Filter: The job type was manually excluded via the job type filter panel.

• Customer Type Filter: A residential/commercial filter was active and this location didn't match.

After each call, mark the result using the dropdown in the call list. This helps track what's happening across the list and is captured in the PDF and Excel exports.

When the LTV and Invoice files are loaded, each row shows badges inside the location cell and a Best Angle column. Here's what each indicator means:

The Proactive tab is a separate call list that runs independently of the daily jobs report. Where the Call List tab is reactive — triggered by yesterday's completed jobs — the Proactive tab is calendar-driven. It pulls directly from your LTV report and surfaces customers based on how long it's been since their last service and their second money potential.

Who appears here: Any location in the LTV file that hasn't had a job in the last 30 days AND doesn't already appear on today's reactive call list. Customers on today's list are already covered — the Proactive tab handles everyone else.

The goal is second money — service agreements and property walks, not following up on service calls. Every row is ranked by how likely a conversation will convert to an agreement or estimator visit.

Filters: Use the All angles dropdown to focus on one score type — e.g. only Property Walk candidates for the estimator pipeline. Use the time gap filter to work a specific window: 30–90 days for recently-serviced customers, 90–180 for ones due for outreach, 180–365 for overdue.

Last Call column shows the most recent logged call for that location. If a row was already worked this session or loaded from a prior day's living log, the outcome shows before you dial — no double-calling.

The call log captures every call made from either tab and builds into a living log that carries history forward from session to session. It's how the tool knows who's been called and what happened — across multiple CSRs and multiple days.

Logging a call: Click 📞 Log Call on any row. The modal captures call status, opportunity, notes, and an optional next contact date. After saving, the row's dropdowns sync automatically and the button changes color to show the outcome at a glance: ✅ Reached 📱 VM Left 📵 No Answer 📞 CB Set

Viewing the log: Click 👁 View Log in the toolbar at any time to browse all logged calls in a searchable table — searchable by location, CSR, notes, or outcome. Each entry shows whether it was loaded from history or added today.

Multi-CSR teams: If two CSRs are calling on the same day, each exports their session log (Export Today). A manager then uses 🔀 Combine Files to merge both CSVs into one deduplicated living log for the next morning. Duplicate entries (same timestamp + location) are automatically removed.