--- title: "Manage property management customers" slug: "manage-property-management-customers" updated: 2026-06-04T10:46:07Z published: 2026-06-04T10:46:07Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage property management customers ## Overview You can work with property management companies by running service, install, and maintenance jobs at their properties. Since each property management company operates differently, use this guide for recommended use cases and steps to optimize customer management workflows. --- ### ****Who uses this feature**** - Administrators, managers, CSRs, and technicians - Primarily benefits Commercial Service and Replacement business types - Applies to all trades ## ## Best practices The following are useful features to use when you’re working with Property Management companies: - [Use inline editing on the job page](/v1/docs/job-record-overview) to adjust the*Bill To* on the work order if it needs to be billed to the property manager or another customer - [Create an adjustment invoice](/v1/docs/create-an-adjustment-invoice)if a portion of the work order needs to be split to bill to multiple parties. - [Use AR Management](/v1/docs/send-customer-statements#email-or-print-statements-in-bulk-from-ar-management)to find out which customers have an overdue balance that needs to be paid. - [Use statements](/v1/docs/send-customer-statements)to quickly view multiple invoices for one customer. - [The Customer Portal](/v1/docs/customer-portal-overview)can be used if you want to have the Property Management company be able to access service history, previous work orders, download invoices, apply payments, view statements, request an appointment, or view their membership agreements to track their service history for their equipment. - [Use Collect Payments](/v1/docs/collect-a-payment) to collect and apply a single payment across multiple invoices. - [Equipment tracking](/v1/docs/enable-inventory-tracking-for-equipment-and-material) streamlines both the office and technician workflows so that you can easily track all things related to equipment on different customer sites and technicians can easily pull up the service history on the mobile app. - [Add multiple service locations for a single customer](/v1/docs/create-a-new-location-record) This allows you to have a designated individual as a point of contact and payment provider for each location. - [Offer recurring services with memberships](/v1/docs/manage-recurring-services)to allow property management companies to manage the break and fix type of job and create recurring revenue through memberships. - [Use project job costing](/v1/docs/project-management-overview)to provide services for longer duration projects and construction. This allows for commercial shops to service multiple trades, by having the entire shop work inside a single project to handle various stages that are needed throughout the project. Projects are also useful if a third party is renovating properties or handling large scale jobs on behalf of the property management company. ## Use case The following is an end-to-end example of the job process that highlights the multiple bill-to scenario, which is common in agreements with Property Management companies. ![Flowchart illustrating the process from lead generation to job completion and payment.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-property-management-customers-image-hbnhorzl.png) ## Step 1: Establish a lead Job leads can be created in multiple ways for Property Management customers. For example, a tenant which the property manager is managing can submit a maintenance request. This lead request is usually received through email, but there are also occurrences where the company retrieves leads from various third party portals. However, in most cases, lead requests are managed by email to collect job notes. ## Step 2: Book a job After a lead is established, CSRs can take the job notes from the email related to the tenant’s issue and navigate to the *Call Booking* screen to [input the job summary notes](/v1/docs/enter-job-details) and [book the job](/v1/docs/book-a-job). Then, the CSR can click **Edit ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-property-management-customers-image-tm9xe6qc.png)** on the job screen to change the *Bill To* on the job screen to update the customer that needs to be billed for this job. At times, you will not know the proper *Bill To’s* upfront, which is why the below data structure is recommended when setting up Property Management companies: - Set up the Property Management company as the *Customer.* - Set up the service locations as *Locations*underneath the Property Management customer so that the office can adjust the *Bill To* as needed. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-property-management-customers-image-s2kvwyn3.png) ## Step 3: Dispatch technicians After you book a job, you can [dispatch technicians](/v1/docs/dispatch-technicians). Technicians navigate through our standard workflows such as dispatching, arriving, filling out forms, taking pictures, and adding notes. In some cases, they can offer estimates for any upselling opportunities. > [!NOTE] > **Note:**[Apply tags](/v1/docs/manage-tags) to jobs to help you find and group jobs at the same location and search for jobs on the [Dispatch Board](/v1/docs/use-the-daily-dispatch-board). ![Dropdown menu for selecting HVAC business units on a scheduling interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-property-management-customers-image-uzgkcv1l.png) ## Step 4: Bill customer After the work is completed, [you can bill the property management company directly](/v1/docs/print-email-and-download-customer-invoices). However, for times when a portion of the invoice needs to be billed to the tenant, you can [create an adjustment invoice.](/v1/docs/create-an-adjustment-invoice) This way, you have the ability to split the bill to charge between the tenant and the property management company. You can also use the new [Property Management Billing](/v1/docs/understand-property-management-billing) feature which automatically directs bills to a designated property owner without changing the job's original customer. Assign a property owner to each location to enable this automation, and eliminate the need for manual billing updates after job completion. You can still manually edit the*Bill To* customer on any invoice when needed. ## Step 5: Collect payment After you bill the customer, you can [collect payment](/v1/docs/collect-a-payment). The property management company might provide a single credit card or check payment to apply across multiple invoices. Your customer can also [choose one of our financing options](/v1/docs/collect-a-payment). There are also scenarios in which PM companies will provide a single credit card or check payment to be applied across multiple Invoices or work orders from their monthly statements. This can be done by navigating to the *Accounting*screen and selecting **Collect Payments** in order to apply the single payment for multiple jobs performed at various sub-locations related to the Property Management company. Want to learn more? See [Commercial service and replacement in ServiceTitan](/commercial/docs/service-replacement-projects)