This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Manage your sales leads on the go with Mobile CRM Leads
Mobile CRM Leads is a new feature that brings the ServiceTitan CRM Leads experience into the ServiceTitan Field Mobile App, so sales representatives can work their leads from a phone instead of waiting to get back to a desk. CRM is currently in Private Preview and is not available for all accounts.
Available inCore
Feature type
New Feature
Industry
Commercial Service and ReplacementCommercial Construction
Roles
AdministratorsManagersSales Representatives
Region
United StatesCanada
What's new
Before, the ServiceTitan CRM was available only on the office side of ServiceTitan. A limited group of Field Mobile App users could open the legacy Opportunities entry to view estimates tied to a job and leave follow up notes, but those notes never reached the web experience, and there was no way at all to see or work a CRM lead from a phone. Now the Field Mobile App includes a CRM section that opens a full Leads experience. Sales representatives can sort and filter the Leads list and save their own Views, create a lead, open a lead to edit its details, complete and create tasks, log meetings, notes, calls, and emails, upload photos, videos, and documents, and convert a lead into an opportunity or a job, or dismiss it.
Workflow comparison — before & after
← Before
✓ After
1.A sales representative finishes a site walk at a commercial property and gathers notes, photos, and next steps on the spot.
1.A sales representative finishes the same site walk and opens the Field Mobile App.
2.The representative opens the Field Mobile App and finds only the legacy Opportunities entry, which shows estimates tied to a job.
2.The representative selects CRM and lands on the Leads list, then sorts or filters it and saves the arrangement as a View.
3.Any follow up notes left there stay in the legacy screen and never reach the ServiceTitan CRM.
3.The representative opens the lead and edits the details on the spot, including status, priority, owner, and summary.
4.The representative writes the details down or keeps them in memory until reaching a desktop.
4.The representative logs the meeting, marks the open task complete, creates the next follow up task, and uploads photos from the walk.
5.Hours later, the representative reopens the ServiceTitan CRM on a computer and rekeys the lead details, the activity, and the next task.
5.When the lead is ready to move forward, the representative converts it into an opportunity or a job, or dismisses it, before driving to the next stop.
⚠ Lead records go stale between the site and the desk, details get lost or entered twice, and the pipeline reflects yesterday's information rather than today's.
✓ The lead record matches what happened in the field on the day it happened, the next action is set before the representative leaves the property, and the office sees the same information without a handoff.
How it works for your industry
Commercial Service and Replacement
A heating, ventilation, and air conditioning (HVAC) account manager walks a rooftop unit survey at a retail center, opens the Field Mobile App, and creates a lead for the chiller replacement with photos attached before leaving the roof.
A commercial plumbing representative finishes a backflow inspection walkthrough, logs the call outcome on the existing lead, and sets a follow up task for the property manager's budget cycle.
An electrical sales representative filters the Leads list to the properties owned by one management group, saves that filter as a View, and works the whole group in a single afternoon of stops.
Commercial Construction
A garage door representative visits a multi building site, creates a lead with the requested job details and address, and converts it into an opportunity so the estimator can begin scoping the same day.
A mechanical contractor's account manager uploads the scope of work document and site photos to the lead from the job trailer, so the estimating team is not waiting on a return trip to the office.
A commercial electrical representative reviews open tasks on a lead between site visits, marks the ones that are done, and creates the next task so nothing sits untouched in the pipeline.
How to prepare
01
CRM is currently in Private Preview and not available for all accounts.
02
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have ServiceTitan CRM in the Field Mobile App and any prerequisite configurations enabled. Mobile CRM Leads is in Private Preview, so access is granted to a limited group of accounts. Tell your Customer Success Manager (CSM) if your team would like to be considered.
03
Review the permission Allow Follow Up Access with your administrator before switching the feature on.
04
Identify the sales representatives who work leads away from the office, and confirm they have the Field Mobile App installed and current.
05
Tell your field sales team that the Field Mobile App navigation entry previously labeled Opportunities now reads CRM, on both the bottom navigation and the menu navigation, and that it opens both leads and opportunities.
06
Bookmark any knowledge base articles or Academy videos for team training.
