Workflow automation
ServiceTitan Maintenance Agreement Renewal Automation
A membership program is recurring revenue only if it recurs. Renewal automation watches expiration dates and visit history in ServiceTitan, lines up the right reminder for each member, and shows you plainly who renewed and who slipped away.
- 01
Find expiring members
Memberships ending in your window, read from ServiceTitan on a schedule.
- 02
Check visit history
Members owed a tune-up get it scheduled before they're asked to renew.
- 03
Sort by value
High-value members go to a CSR call list; others get an approved reminder.
- 04
Send by consent
Email, text or a call task, by what each member agreed to.
- 05
Record the outcome
Renewed, lapsed or cancelled, with the reason, for the monthly report.
Memberships expire during the busiest weeks of the year
The memberships sold during last spring's tune-up push come up for renewal next spring, in the middle of the same rush. The CSRs who would call those members are answering the phone. The renewal notice, if there is one, goes out generic. A member who never got their fall visit receives a reminder to renew a plan they don't feel they used. Some renew anyway. Some quietly don't, and nobody notices until the count is down.
The fix isn't more reminders. It's the right reminder at the right time to the right member, with the members most worth keeping handed to a person, and a clean record of what happened.
The data a renewal automation needs
All of this sits in ServiceTitan's documented <a href="https://developer.servicetitan.io/docs/overview/" rel="noopener" target="_blank">Memberships and related API families</a>. Exactly which fields your account populates, and how your team records a renewal, are confirmed during scoping.
Customer memberships
Each member's membership, type, status and dates. The Memberships API supports reading these and, with write permission, updating them and their status.
Recurring services and events
The visits a membership promises and whether they happened, which is what makes a missed-visit check possible.
Membership types
Plan names and terms, read-only through the API. Useful for segmenting a premium plan from a basic one.
Service agreements
For commercial contracts managed as service agreements, readable but not writable through the API. Usually reported on rather than automated.
Contacts and consent
Phone numbers and emails from the customer record, plus the consent your team has recorded. Without consent for texts, texts don't go out.
Your own log
Which reminders went out, when, and what the member did. This lives in the automation, kept only as long as agreed.
A renewal sequence, step by step
- 1
Build the expiring list
For example members ending in 90, 60 and 30 days, refreshed daily. The window is yours; a plan that renews monthly needs a different approach than an annual one.
- 2
Check the visits first
A member who's owed a visit gets flagged to schedule it before anyone mentions renewal. Asking someone to renew a plan they haven't used is how plans lapse.
- 3
Split by value
Members with older equipment, multiple systems or a long history go to a CSR call list with a short summary. Others get an approved email or text.
- 4
Approve and send
Reminder wording is approved once, and each batch is reviewed before it goes, with quiet hours and a cap on messages per member.
- 5
Leave the renewal to the office
Most shops process the renewal itself in ServiceTitan. The automation can stay read-only; updating membership status through the API is possible with write permission, and we add it only when there's a clear reason.
- 6
Record the outcome
Renewed, lapsed, cancelled, with the reason where one was given. That feeds a monthly retention summary by email.
Retention numbers worth tracking
Definitions matter here, because a renewal can look like a new sale in some setups. We agree on these before the first report goes out.
- Renewal rate
Memberships renewed divided by memberships that reached their end date in the period. Members who cancelled early are reported separately.
Data needed: Customer memberships with status and dates; your rule for what counts as a renewal versus a new membership.
- Expiring soon
Count of active memberships whose end date falls in the next 30, 60 and 90 days, by membership type.
Data needed: Customer membership end dates and types.
- Visits delivered
Membership visits completed divided by visits due in the period. Low delivery predicts low renewal.
Data needed: Recurring services and events, matched to completed jobs.
- Lapsed without contact
Memberships that ended with no logged reminder or call. Ideally zero; it measures the process, not the members.
Data needed: Membership end dates plus the automation's own contact log.
Membership programs by trade
HVAC
Two visits a year, spring and fall. The renewal ask works best right after a completed tune-up, while the technician's visit is fresh, not in a generic batch.
Plumbing
Annual inspections and water heater flushes. Members whose water heater is near the end of its life go to a CSR rather than an email.
Electrical
Safety inspection plans renew yearly. A member with a recent panel or generator install has a reason to stay and a person should say so.
Multi-trade
A home plan covering HVAC and plumbing renews once, so reminders are consolidated by customer instead of each business unit sending its own.
Related work
Renewal automation sits alongside estimate follow-up, which uses the same approval queue and stop rules. A monthly retention summary fits into scheduled report emails, and membership counts belong on an executive KPI dashboard. The full set of options is on the ServiceTitan workflow automation page, and automation outside ServiceTitan is covered under AI and workflow automation.
What to have ready before we talk
None of this is required for a first call, but each answer makes the scope and the quote sharper.
- Which membership types you sell and how long each runs
- How your office records a renewal in ServiceTitan today
- Which members should get a phone call instead of a message
- How consent for texts and emails is collected and recorded
- Whether missed visits are tracked consistently enough to check
- Who should receive the monthly retention summary
Related ServiceTitan development
Mesa Web Designers is an independent developer. We are not affiliated with, endorsed by, or a partner of ServiceTitan. ServiceTitan is a trademark of its owner. What an integration can do depends on your ServiceTitan products, the permissions your admin grants, and the APIs available to your account.
Start the conversation
Keep the members you already sold.
Tell us how your membership program works and how renewals are handled today. We'll show you where an automated renewal process would catch the members who slip away.
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Maintenance agreement renewals: questions we hear a lot.
Can ServiceTitan handle membership renewals on its own?
Partly, depending on your products and configuration. Memberships, recurring visits and customer communication tools are built in, and the New Customer Portal shows customers their memberships. Custom automation covers your own timing, missed-visit checks, call lists, approval steps and reporting.
Will the automation renew memberships automatically?
We don't recommend it. The office processes the renewal in ServiceTitan, and the automation finds who is due and makes sure they hear from you. The Memberships API does allow updates with write permission, and we use that only when there's a clear reason.
Why check visit history before sending a renewal reminder?
Because a member who didn't get their promised tune-up is being asked to pay again for something they didn't receive. Flagging those members to schedule the visit first is often the single most useful rule in the system.
How is renewal rate calculated?
Memberships renewed divided by memberships that reached their end date in the period, with early cancellations reported separately. How a renewal appears in your account affects the math, so we agree on the definition before the first report.
Keep the members you already sold.
Tell us how your membership program works and how renewals are handled today. We'll show you where an automated renewal process would catch the members who slip away.