Money and margin
Lifetime value (LTV)
What an average customer is worth in gross profit across their whole relationship with you, not the ticket on one job.
Customer acquisition cost (CAC)
Total sales and marketing spend divided by the number of new customers it produced in the same period.
EBITDA
Earnings before interest, taxes, depreciation, and amortization: the closest simple read on what the business itself earns.
Job costing
Tracking the true cost of a job, including labor, materials, and overhead, to understand its real profit.
Price book
A structured list of the services you sell with the price, scope, and cost behind each one.
Payment processing
The system that moves money from a customer’s card or bank account into the business’s account.
Marketing and leads
Speed to lead
The elapsed time between a lead arriving and a real response reaching the customer.
Cost per lead (CPL)
What you pay to generate one inquiry, before any of them turn into booked work.
Lead attribution
Connecting each booked job back to the marketing source that produced it.
Conversion rate
The share of opportunities that turn into the next step: calls into booked jobs, and presented estimates into signed work.
Service agreement
A recurring contract where a customer pays for regular service, creating predictable revenue for the business.
Membership attach rate
The share of eligible visits that end with the customer enrolled in a maintenance plan.
Field and operations
Average ticket
The average invoice value per completed job, and the fastest lever most shops have on revenue.
First-time fix rate
The share of jobs resolved on the first visit, without a return trip for parts or a second diagnosis.
Callback rate
The share of jobs that require a return visit for the same issue within a set window, usually 30 days.
Truck roll
Any dispatch of a technician to a site, and the unit of cost most shops underestimate.
Revenue per truck
Revenue divided by the number of service vehicles running, usually measured per day.
Dispatch
The act of assigning and sending technicians to jobs, and the function that coordinates it.
Systems and setup
Field service software
Software that helps a service business schedule jobs, manage customers, quote, invoice, collect payment, and communicate, all in one place.
CRM for home service
Customer relationship management built for service businesses, with the contact types and job history trades actually use.
Work order
A record of a specific job to be done, including the customer, the task, the assigned tech, and the status.
Nameplate capture
Reading equipment details like make, model, and serial number from a photo of the unit’s nameplate.
A2P registration
The one-time process that lets a business reliably send text messages to customers over standard phone numbers.