Overview
Scheduling Pro schedulers identify returning customers based on the phone number entered in the scheduler. This reduces the number of clicks for office employees, and keeps your customer records within ServiceTitan clean.
Who uses this feature
Office employees, administrators, and customer service representatives (CSRs)
Primarily benefits Residential Service, Residential Construction, Commercial Service, and Commercial Construction business types
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
To get started with Scheduling Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Confirm your contact information
After you select your appointment date and time, you are prompted to provide contact information. If the phone number provided exists in ServiceTitan and is tied to your customer record, you get a message confirming you are a returning customer.
If you are a returning customer, you can select from a list of existing masked addresses or add a new address by clicking Enter Property. Entering a new address creates a net new location, tied to the same customer record
Note: The addresses shown are masked for privacy reasons so that users can’t see full addresses for anyone based on their phone number alone.
If you have multiple locations on file, the addresses shown are filtered on the Zip codes entered at the beginning of the scheduler flow. Any addresses not in that zip code won’t be suggested.
If you are marked as Do Not Service in ServiceTitan, you won’t be able to proceed and reserve an appointment.
FAQ
Why am I seeing duplicates from Scheduling Pro?
When a customer is booking in your scheduler, we look up existing customers in your ServiceTitan account based on the phone number provided. We compare this to the phone numbers on your customer records and confirm whether the customer is new or returning.
This creates the possibility of duplicate records getting created, which are new records for someone who is technically an existing customer. For example, this can occur when a customer record in ServiceTitan has the wife's name and phone number, and then the husband books using a different phone number. In this case, Scheduling Pro would create a new customer record for the husband by default.
To fix this, in self onboarding, go to Contact Info > Advanced Settings. There is a setting you can toggle in the Location Preference section.
If a new customer tries to book on an existing location, we book with the existing customer and alert you.
This is also known as the Takeover setting. When it is enabled, we book any job on an existing location on the existing customer for that location rather than the customer who provided their information in the scheduler. When this happens, we include the following additional information in the notes summary of the job for your review that tells you the next steps to take:
***POTENTIAL SITE TAKEOVER***
This job was booked on a location that already exists in your system by a customer whose phone number we did not recognize. We have booked the appointment on the existing customer for this location. The new customer's information is as follows:
NAME: {Customer Name}
PHONE NUMBER: {Phone Number}
EMAIL: {Email Address, if captured}
Please review the job. If it is an existing customer using a new phone number, please update the record. If the customer is a new owner of an existing location, create a new customer record and map the job to that record.
When this setting is enabled, you reduce the likelihood of any duplicate customer records being created in scenarios, such as booking between spouses, phone number changes, and minor differences in customer names. However, if you have any booking notifications going out to your customer, these would be sent to the existing customer tied to that location in takeover situations. Whether this setting should be enabled or disabled depends on how often you encounter these situations and/or your willingness to resolve duplicate records when they occur.
Because Scheduling Pro allows your customers to book directly, there is a risk in editing customer records that already exist. A customer shouldn't be able to edit or rewrite any information that you already have on customers or locations in ServiceTitan. While we add new customers, locations, and contact information from your customers as they book, it is safer to flag these situations for review rather than assume any conflicting information provided by the customer is correct.
Want to learn more?
See Scheduling Pro