Service Titan Knowledge Base

Manage property management customersLast updated on 04/19/2023

You can work with Property Management companies by running service, install, and maintenance jobs at their properties. Since each Property Management company operates differently, below you can find use cases and steps for an optimal workflow for managing these customers.

Best practices

The following are useful features to use when you’re working with Property Management companies:

  • Use inline editing on the job page 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 if a portion of the work order needs to be split to bill to multiple parties. 

  • Use AR Management to find out which customers have an overdue balance that needs to be paid.

  • Use statements to quickly view multiple invoices for one customer.

  • Apply a payment to multiple invoices.

  • The Customer Portal 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 to collect and apply a single payment across multiple invoices.

  • Equipment tracking 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. This allows you to have a designated individual as a point of contact and payment provider for each location.

  • Offer recurring services with memberships to allow property management companies to manage the break and fix type of job and create recurring revenue through memberships. 

  • Use project job costing 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.

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 and book the job. Then, the CSR can click Edit edit pencil icon 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.

Step 3: Dispatch technicians

After you book a job, you can 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: Apply tags to jobs to help you find and group jobs at the same location and search for jobs on the Dispatch Board.

Step 4: Bill customer

After the work is completed, you can bill the property management company directly. However, for times when a portion of the invoice needs to be billed to the tenant, you can create an adjustment invoice. This way, you have the ability to split the bill to charge between the tenant and the property management company.

Step 5: Collect payment

After you bill the customer, you can collect 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.

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.

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.