CRM transforms your sales operations by unifying every stage of the opportunity journey, such as estimates, service agreements, jobs, and more, into one seamless platform. Built for sales reps, managers, and business owners, it replaces spreadsheets and disconnected tools with a single, cohesive system that automates workflows and accelerates deal closures. With trade-specific features tailored to the ServiceTitan experience, CRM helps you reduce missed revenue, stay organized, and close more deals faster and smarter.
Note: This feature is currently in Private Preview and is subject to change. If you want to enable this feature for your account, join the waitlist.
Setup
What you need to get started
Ensure these requirements are in place before enabling CRM.
Your primary business focus is Commercial Service and Replacement work.
You have Contact Management enabled for your account, and you use the latest version of it. If not, contact your CRM.
You are fully live on ServiceTitan and have established Business Units, Zones, technicians, and employees.
You are actively using estimates and/or Service Agreements within ServiceTitan.
You are open to providing feedback and recognize that this feature is in Private Preview, so you may experience instability or other limitations before its general release.
How to use it for your business
CRM helps you to:
Create opportunities: Manually create new sales opportunities, build quotes, and convert them to jobs, service agreements, and projects.
Track and close deals: Follow each opportunity through your pipeline, update statuses, and record outcomes to boost visibility and accountability.
View Reporting: Access a reporting dashboard that displays total pipeline volume and opportunities in progress, along with organization-level KPIs and pipeline metrics at team and individual levels.
Manage sales workflows: From creating deals to closing them, assigning tasks, and logging activities, handle every step in one place to keep your sales process organized and efficient.
Key workflows
View and manage Leads
View and manage all leads in one unified CRM workspace to track progress, prioritize next steps, and convert them into opportunities more efficiently.
View and manage Opportunities
Create, track, and close opportunities in the job, service agreement, and project pipelines.
Track all tasks
Stay on top of your to-dos by assigning tasks to your leads and opportunities.
Insights & Metrics
Track sales performance, including high-level data points, activity trends, team and individual metrics, all without the need for custom reporting.
FAQ
Check the most frequently asked questions regarding ST CRM.
What's the relationship between the new CRM and estimates?
You can link multiple estimates to an opportunity in CRM. The status of that opportunity in your pipeline reflects the value and status of its linked estimate(s). Additionally, if an estimate (or Service Agreement) is created outside CRM, ServiceTitan automatically creates a new opportunity for it, ensuring all opportunities and estimates are managed in one place.
I submitted the waitlist. When do I get access?
Each month, we add new customers from the waitlist. Exact timing can vary from month to month depending on capacity and internal scheduling. We plan for a wider self-opt-in release in 2026.
What happens to Follow Up > Unsold Estimates?
You'll be redirected to the new CRM Opportunities page instead of the old Opportunity Follow-Up page. We consolidated follow-up workflows into the CRM so you can manage opportunities and unsold estimates in one place with improved filters and action tools.
How does the Findings workflow interact with opportunities?
In CRM, the Plays page lets you enable some automations to create new opportunities. One of these is a Findings play. Once enabled, any new finding logged by your technicians out in the field is automatically created as a new opportunity in CRM and linked to that finding.
I am a residential customer. When can I get this?
The current private preview is designed for commercial customers, focusing on workflows and features that support commercial businesses, such as opportunities rather than leads. We don't have a confirmed timeline for residential availability yet, but you can stay updated by checking our announcements and release notes.
What is the difference between a Lead and an Opportunity?
In CRM, a Lead is an unqualified prospect that is not yet a customer. In contrast, an Opportunity is a qualified deal object within the sales pipeline that is tied to an existing customer. A Lead can be converted to a customer and an opportunity.
What is win probability?
Win probability is a measure of confidence about whether an opportunity will actually close. The earlier an opportunity is in the pipeline, the less likely it is to convert. You can find the probability in the Opportunity drawer > Overview tab.
How does CRM interact with Convex?
When your integration with Convex and CRM is set up, you can send a Target from Convex to CRM as a new opportunity. If you are using both CRM and Convex and are interested in setting up the integration, please reach out to your CSM for more details.