How to Mass Email Customers From ServiceTitan (Marketing Pro)

ServiceTitan Marketing Pro is one of the only field-service email tools that ties every campaign-driven dollar back to the customer record automatically. Most contractors run their email through Mailchimp or Constant Contact, then manually try to reconcile which sends drove which revenue. Marketing Pro skips that reconciliation because the email is sent from the same database the jobs live in.

This guide walks the full mass-email workflow inside ServiceTitan Marketing Pro, the audience builder, the campaign types that pay back, the spam-blocking limits, and where Clint helps with the asks Marketing Pro cannot handle on its own.

What Marketing Pro is

Marketing Pro is the marketing automation add-on inside ServiceTitan. It is sold separately from the base platform. You get email, direct mail, review requests (Marketing Pro Reputation), and ad-platform attribution (Marketing Pro Ads).

The defining feature is data integration. The audience builder reads directly from the customer table in ServiceTitan, so a segment like "everyone with an HVAC system over 12 years old who has not had service in 18 months and lives in zip codes 90210-90215" is a single saved filter. No CSV export, no third-party tool, no reconciliation later.

Every send writes back to the customer record as a touchpoint. Every reply, every click, every open, and every job booked from the campaign is attributable. When the campaign is over, the report shows revenue per email, not just opens per email.

Step-by-step: build an audience

The audience builder is where every campaign starts. Get the audience right and the rest is easy.

• From the navigation bar click Marketing > Pro > Audiences
• Click Create Audience
• Name the audience (e.g. "HVAC Customers 18+ Months Inactive")
• Add filter conditions one at a time:
  • Customer Type (Residential, Commercial, both)
  • Zip Code (single, list, or radius from address)
  • Equipment Age (years since install on any piece of equipment)
  • Last Service Date (range or "more than X months ago")
  • Membership Status (active, expired, none)
  • Lifetime Value (greater than, less than, between)
  • Job History (had a job of type X in date range)
  • Tags (custom tags applied to the customer record)
• Click Preview to see the count and a sample of records
• Save the audience

ServiceTitan Marketing Pro allows you to segment your email audience by zip code, age of equipment, date of last service, new homeowner, and more. The combination of these filters is what makes Marketing Pro genuinely powerful for trades-specific campaigns.

The most common segments that drive revenue:

• Inactive HVAC customers, equipment over 10 years old, no membership
• Active members with HVAC equipment over 15 years old (replacement candidates)
• Recent customers with a maintenance opportunity (post-install seasonal)
• Lapsed members with last service in last 24 months
• High-LTV customers with no service in last 12 months

The full segmentation-to-outreach motion for stale Open leads lives in revive cold leads in ServiceTitan.

For the broader segmentation logic, see find your top 100 customers in CRM and the CRM tagging strategy contractors use.

Text Clint: "build me an audience of HVAC customers with equipment over 12 years old, no membership, and no service in 12+ months"

Step-by-step: create an email campaign

Once the audience is saved, the campaign is the message itself plus the schedule.

• From Marketing > Pro > Campaigns click Create Campaign
• Choose campaign type: One-time send, Recurring, or Triggered
• Pick the audience you saved earlier
• Pick a template (we miss you, expiring membership, post-service, seasonal, custom blank)
• Edit subject line and preview text
• Edit body content using the visual editor
• Insert merge tags for personalization (first name, last service date, address)
• Set the send time
• Add a UTM tracking parameter to any link if you want extra reporting outside ServiceTitan
• Click Review > Send (or Schedule)

The visual editor is solid. Drag-and-drop blocks for headers, buttons, images, and text. Mobile preview and desktop preview both available. Most shops use the pre-built templates and customize the headline and CTA, rather than designing from scratch.

Text Clint: "draft a we miss you email to customers with no service in 18+ months, mention seasonal tune-up special"

Step-by-step: triggered campaigns (the highest-ROI configuration)

Triggered campaigns send automatically when an event happens in ServiceTitan. This is where the platform integration pays back hardest.

Common triggers:

• Job Completed: send post-service thank you with review CTA
• Membership Sold: send welcome and benefits overview
• Membership Expiring in 60 Days: send first renewal reminder
• Membership Expiring in 30 Days: send second renewal reminder
• Estimate Sent: send follow-up if not accepted in 7 days
• New Customer: send onboarding email with intro to the company

To set up:

• From Marketing > Pro > Campaigns click Create Campaign
• Choose Triggered
• Pick the trigger event from the list
• Set the delay (immediate, 24 hours, 7 days, etc.)
• Pick the audience filter (typically left as "all customers matching the trigger")
• Build the email
• Activate

Once active, the campaign runs forever in the background. Every customer who hits the trigger gets the email. The reporting tab shows ongoing send count, open rate, click rate, and revenue attribution.

For the playbook on these automations, see the AI customer reactivation guide.

Step-by-step: bulk send to a large audience

When you have 5,000 to 50,000 customers in a single audience, you cannot send to all of them at once. ServiceTitan Marketing Pro will warn you, and the deliverability hit is real.

The community-recommended approach: when creating email campaigns to send to too many customers at once, spam blocking can occur, so it may be necessary to break up the email list into several different campaigns to send at different times.

The right pattern:

• Build the master audience as a saved filter
• Create 3-5 sub-audiences using a randomization tag or a zip-code split
• Schedule each sub-audience send 24-48 hours apart
• Monitor open rates after each send. If the rate stays above 25%, continue. If it drops below 15%, pause and audit deliverability.

Most ESPs cap individual sends around 10,000 recipients to protect sender reputation. ServiceTitan's underlying ESP follows the same rules.

Text Clint: "what is the right send size for my next email campaign and how should I split it"

Marketing Pro Reputation: review requests on the same engine

Marketing Pro Reputation is the review-request layer. Same audience builder, same campaign engine, but the message is a review request linked to your Google Business Profile, Yelp, or Facebook page.

How it works:

• Triggered campaign on Job Completed
• Email or text (your choice) goes to the customer
• Customer clicks through to a smart router that asks for a star rating
• 4-5 stars: route to the public review platform
• 1-3 stars: route to a private feedback form, owner gets notified

This is the highest-ROI feature in Marketing Pro for most shops. Review velocity drives Google Local rank, which drives organic lead volume. ServiceTitan published case studies showing Marketing Pro Reputation customers run 3-5x the review velocity of contractors using manual asks.

For the deeper review-generation playbook, see AI review generation for home services.

Reporting on email campaign performance

Every campaign has a reporting view that shows:

• Sent count, delivered count, bounce count
• Open rate, click rate
• Unsubscribes
• Revenue attributed (jobs booked from campaign-clicked customers)
• Cost per booked job for paid emails (if applicable)

The revenue attribution is the killer feature. Most email tools report opens and clicks. Marketing Pro reports actual jobs booked because it can see the job table.

The honest limit: ServiceTitan attributes the booked job if the customer clicks the email and books within a window. Customers who read the email, do not click, but call you the next day from a tracked number, get attributed under the call source rather than the email. The attribution model is good but not perfect. For the deeper take on multi-touch attribution gaps, see questions no dashboard will answer.

Text Clint: "how much revenue did my last email campaign drive vs my Google Ads spend last month"

What Marketing Pro does not do well

Three real gaps:

1. Personalization beyond merge tags is limited. You can insert first name, last service date, and address. You cannot dynamically insert "your tech Steve was at your house last March" without a custom build.

2. Reply handling is manual. When a customer replies to your email, the reply lands in the company inbox you set up the campaign from. ServiceTitan does not auto-route the reply to the customer record or to the assigned CSR. Owners regularly miss replies because they go to a generic marketing@ inbox.

3. Inbox visibility is zero. Marketing Pro can send. It cannot read your inbox to know which customers replied to past sends, opened a thread weeks ago, or sent you a question that never got answered.

Clint plugs into Gmail directly and reads every customer thread. Combined with ServiceTitan, Clint can answer questions like "which customers replied to my email campaign last week and never got a follow-up" or "draft a personalized reactivation note for the top 20 customers who opened my last three campaigns but never booked." The Marketing Pro audience builder gives you the list. Clint adds the ad-hoc layer on top.

For a deeper take on the boundary, see ServiceTitan AI vs standalone AI for contractors.

Text Clint: "draft a reactivation email to memberships expiring in 30 days, personalize each one with their last service detail"

Real contractor stories

The Powerhouse Consulting Group's "10 ServiceTitan Marketing Pro Campaigns Every Contractor Should Have" guide breaks down the campaigns that pay back fastest. The top three across their client base are the post-service thank you, the expiring membership reminder, and the seasonal tune-up. Together those three drive more than half of email-attributed revenue at most $1M-$10M shops.

ServiceTitan's own community has multiple threads on the spam-blocking issue when sending to all customers at once. The accepted pattern is splitting by zip code or by customer type, sending in waves, and monitoring open rates between sends.

The Owned and Operated podcast has hosted multiple Marketing Pro segments. The recurring observation is that shops who set up the triggered campaigns once and let them run quietly outperform shops who try to manually run a fresh campaign every month.

Sources

• ServiceTitan Marketing Pro product page
• ServiceTitan Marketing Pro Email page
• ServiceTitan Help: Manage Marketing Campaigns
• ServiceTitan Field Service Management: Email Marketing
• Powerhouse Consulting Group: 10 ServiceTitan Marketing Pro Campaigns Every Contractor Should Have
• ServiceTitan Community: Marketing forum
• ServiceTitan Blog: Marketing Pro Reputation and Direct Mail launch