Manage customer and service location recordsLast updated on 11/20/2022
Things to know
You can mark a customer as Do Not Service, which shows your customer service representatives a notification that they should not book jobs for this customer.
Forms that have been assigned to a customer or location in Settings are in the Forms section. To learn more about forms and form types, see Use forms.
If ServiceTitan can’t validate an address, you can manually enter the longitude and latitude coordinates by clicking Enter manually. Once added, the coordinates are used by ServiceTitan Mobile, Optimize Technician Route, Technician Arrival Tracking, and Map 2.0.
Multiple service location records can be associated with the same customer record, but a service location record can only be associated with one customer record. This is because only one party is financially responsible for a service location.
A customer's service location and billing address may be the same if the customer is the homeowner. However, a property management company may have dozens of service locations.
You can create or edit customer or service location records during call booking. This is the best way to collect customer information because while you're on the line with the customer, you can ensure you’re getting accurate and up-to-date information.
The customer or service location record that you view during call booking is formatted differently from the customer or service location record, but the information is the same.
Customer and service location records
Both customer and service location records contain information like name, address, phone number, and email address. The difference between the two is that customer records store information about the party that is financially responsible for services, making the address on the customer record the billing address. Service location records store contact and other information about the actual physical location where the service is performed.
You can distinguish between the customer and service location records by the tag below the customer name. If you’re on a customer record, there is a Customer tag next to the customer name; if you’re on a location record, there is a Location tag next to the customer name.
Find a customer or service location record
You can find customer and service location records through Search. You can also find customer and service location records with the search feature in Call Booking:
Go to the navigation bar and click Calls.
Enter the customer or service location name, then click Search. If your search results show both customer and service location records, you can spot the difference: the customer name is the first in the list along with a person icon, while any service location records follow the customer record and include a house icon.
Click a customer's name to open the customer record or click an address to open the service location record.
Note: You can keep the customer and location windows from opening automatically when clicking by setting individual call booking preferences.
View customer and service location record details
While viewing a customer or service location record, you can scroll down to see:
Details about the customer or location, including their name, membership status, current balance, phone number, billing address, the customer’s preference to receive invoices and statements by email and/or mail, and any notes you have for the customer or location.
Photos and videos captured for the location or customer. You can also hover over media to download, delete, or select it. If you select a photo or video, you can download or delete the media by clicking Download or Delete selected.
You can also click on an image to see a larger version of it. Once opened, click the arrows to see the next or previous media. You can also click the Pencil icon to rename the file.
Any PDF attachments, estimates, jobs, appointments, calls, invoices, and locations associated with the customer or location.
Marketing emails that have been sent to the customer, so if someone calls about a promotional email, office staff can quickly reference the promotion.
Edit a customer record or edit a service location record
From a customer record, you can create a project, sell a membership, and add a service location.
From a service location record, you can leave a note, book a job, fill out a form, create a project, add a recurring service, add equipment, and sell a membership.
While viewing a customer or service location record, click the pencil icon to edit a record.
Does the equipment appear on the Location profile and the Customer profile?
No, equipment only appears on Location profiles.
Can I book a job from the Customer profile and the Location profile?
No, the Book Job button only appears in Location profiles.
Can I merge duplicate Customer profiles?
Yes, users can navigate to Settings > Tools > Merge Customers to merge duplicate customer profiles.
Can I merge duplicate Location profiles?
Yes, users can navigate to Settings > Tools > Merge Locations to merge duplicate location profiles.
Can I move a location from one customer to another?
Yes, users can move a location so that it exists under a different customer by following these steps:
Navigate to the location profile in question.
Click the Edit pencil.
Delete the current customer from the Customer field.
Enter the customer's name where they want to move the location.
Click on the customer name when it appears in the dropdown menu.
What should I do if a customer moves from one location to another?
Follow the steps in the Manage customer relocation article to ensure the customer’s relocation is handled correctly.
Want to learn more?
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.