Process for Handling Bookings in ServiceTitan

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​Objective: 

To ensure quality and fairness when managing bookings from alternate channels (UpSmiths, Google Reserve, SchedulingPro, and Webformation) in the Booking tab queue.
 

Core Principles

1. Quality over speed

   • The spiff is an incentive for accuracy and customer care, not for rushing.

   • Every booking should be handled with attention to detail.

2. Shared responsibility

   • These bookings are not owned by individual CSRs; they are a team effort.

3. Fairness

   • Follow First-In, First-Out (FIFO) by working bottom-up in the Bookings Tab.
      

Step-by-Step Workflow

1. Access the Bookings Tab

   • Navigate to the Bookings tab queue in ServiceTitan.

   • Confirm you are viewing bookings from UpSmiths, Google Reserve, SchedulingPro, and Webformation.

2. Work Bottom-Up

   • Start with the oldest booking at the bottom of the list

     • Do not skip ahead unless the exception below applies

3. Exception: Same Day Requests

   • If a customer’s requested appointment date is the same day as the submission, this booking can jump ahead of the queue.

   • Example:

     • Booking A: Submitted at 9:00 AM for service on Nov 26 (today).

     • Booking B: Submitted at 8:30 AM for service on Nov 28.

     • Action:

       • Book Booking A first, even though it was submitted later.

4. Review Customer Details Carefully

   • Verify account information, requested service, and any notes.

     • If request is unclear, call up customer to obtain more information​.

   • Ensure accuracy before confirming the booking.

5. Use the Dismiss Feature Responsibly

   • If you dismiss a booking bubble without scheduling the job, you are accountable.

   • When in doubt, partner with a Team Lead for guidance.

6. Maintain Quality

   • Avoid rushing to earn spiffs.

   • Errors that require correction or cause lost opportunities will result in removal from Digital.
      

Important Reminders

• Skipping the queue without valid reason = removal from Digital.

• Compromising quality for speed = removal from Digital.

• Customer experience is the priority:

  • Accuracy and consistency matter most.