Open replacement estimates in ServiceTitan: a follow-up list that gets worked
Replacement estimates written in the field and never followed up are often the largest pile of unworked money in a ServiceTitan account. Rank every open estimate above a dollar floor by age — hot under 30 days, warm to 90, cool to 180, cold after that — put the customer's phone on each row, and have one person own the calls.
Rank by age, not by amount
| Tier | Age | Approach |
|---|---|---|
| Hot | 0–30 days | The customer remembers the visit. Call first. |
| Warm | 31–90 days | Needs a reason to re-engage: the season, financing, a price change. |
| Cool | 91–180 days | Long shot. Lead with a fresh quote; the old number is stale. |
| Cold | 180+ days | Assume it's gone. Work only when the hot list is empty. |
Anything in the hot tier that nobody has called is the first thing to fix.
Doing it in ServiceTitan yourself
- Build an Estimates report of open estimates over your replacement floor (for example $5,000), with the date written and the customer.
- Sort by age and split into the four tiers above.
- Schedule it to email to whoever owns the close — a comfort advisor or the GM — every week.
What FieldOps does
FieldOps builds the ranked call list from ServiceTitan with phone and email on every row, and a separate list of replacement quotes that went out without a membership on them. At the founding shop, this list turned $1.28M of open replacement quotes from the past year into a call list. Both are in the Growth plan; the quotes-without-membership list is also in Starter.
Common questions
How old is too old for a replacement estimate?
Past about 90 days the original price is usually stale. Lead with a fresh quote rather than chasing the old number.
Who should own estimate follow-up?
One named person — usually a comfort advisor or the GM. When everyone owns it, nobody calls.
One evening email listing the money that leaked today, with dollars attached and who to call. Read-only on ServiceTitan. 30 days free.
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