ServiceTitan + Twilio: Automated SMS Appointment Reminders

Overview

Automatically send SMS appointment reminders to customers from ServiceTitan using Twilio, reducing no-shows and improving schedule efficiency.

What Gets Automated

1. 24-Hour Reminder: SMS sent 24 hours before appointment with job details and tech name
2. On-the-Way Notification: SMS when tech is 15 minutes away with ETA
3. Follow-Up Request: SMS after job completion requesting feedback or reviews
4. Rescheduling Made Easy: Customers can reply to reschedule or confirm
5. Emergency Alerts: Instantly notify customers of schedule changes via SMS

Benefits for Contractors

• Reduce no-shows by 70% - SMS reminders have 98% open rate
• Improve customer satisfaction with proactive communication
• Save 2+ hours/week on manual reminder calls
• Better schedule utilization with fewer gaps from no-shows
• Professional brand - consistent, timely communication

How We Implement

1. Connect ServiceTitan job data to Twilio SMS API
2. Customize SMS templates for each notification type
3. Set up timing triggers (24hr, 1hr, on-the-way, post-job)
4. Configure customer opt-out handling (automatic)
5. Add two-way messaging for customer responses

What You Need

• ServiceTitan account with scheduled jobs
• Twilio account ($0.0079 per SMS - very affordable)
• Phone number registered with Twilio ($1/month)

Typical Setup Time

2-3 business days from kickoff to live automation.

Cost Example

Sending 200 SMS reminders/month costs ~$2 via Twilio. Compare that to the cost of one no-show (typically $150-500 in lost revenue).