Manage customer relocationLast updated on 04/19/2023

When a customer moves out, add their new location, update their billing address, and remove the old location.

Add the new location

1. While you’re on the phone with the customer, search for them from the Call Booking screen.

2. Select the customer name, close the pop-up, and click New Location. Note: New Location is only available after you have selected the customer, otherwise you see New Customer. You can prevent the customer and service location windows from opening automatically by setting individual call booking preferences.

3. Enter the customer’s new address.

4. Click Save.

5. If the customer is ready, book the job.

Update the billing address

After you've added the customer’s new location, update their billing address:

1. Search for and open the customer record.

2. Click Edit next to the customer’s name.

3. Use the Street, City, Unit, State, Zip, and Country fields to enter the new billing address.

4. When you're finished, click Save.

Remove the old location

To maintain a record of the work done at the old location, move the address to a placeholder customer until a new customer moves in. We recommend creating one placeholder customer that you move all old locations to when someone moves out of them. For example, move old addresses to a placeholder customer named New Homeowner.

1. Create a new customer named "New Homeowner".

2. Search for and open the recently moved customer record.

3. Click the location they're moving out of to open the record.

4. Click Edit next to the location name.

5. Enter "New Homeowner" in the Name and Customer fields.

6. Delete any phone numbers or emails.

7. When you're finished, click Save.

The customer's old address is now under the New Homeowner customer record.

If a new customer moves to a location you've serviced in the past, add them as a new customer and book the job. After the call, merge your new customer's location record with the old location record that has details of the work done at that location.

Add the new customer

1. Add the customer and book the job.

2. Go to the navigation bar and click Search .

3. Click the Search dropdown and select Location. Use the filters to search for the address that the customer moved to. More than one instance of the address will return.

4. Open the old location record. The one without the new customer’s name.

5. Click Edit next to the location name.

6. Enter "Location History" in the Name field and enter the new customer’s name in the Customer field.

7. When you're finished, click Save.

Merge the records

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Tools > Merge Locations.

3. Enter the new customer’s name and select the record.

4. A secondary box opens. Select the address named Location History as the duplicate you want to be merged.

   Note: Only locations belonging to the customer that are on their customer record appear. If you don't see the location you want to remove, you may need to merge customers first.

5. When you're finished, click Merge.

• Visit ServiceTitan Academy and enroll in Managing Customer Relocation

• See Customer and location records