This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Match your sales process with Custom Staging in ServiceTitan CRM
An enhancement to ServiceTitan CRM that lets administrators rename opportunity stages, add their own stages, set win probability per stage, and manage pipelines from a new configuration screen.
Available inCore
Feature type
Enhancement
Industry
Commercial Service and ReplacementCommercial Construction
Roles
Administrators
Region
United StatesCanada
What's changing
Before this release, ServiceTitan CRM shipped with five fixed opportunity stages, and no one could change them. Commercial contractors with an established sales process had to force their own steps into unfamiliar wording, retrain their reps, or build workarounds that broke reporting, and weighted pipeline values in Insights ran on built-in win probabilities rather than real close rates. Now an administrator can open a new configuration screen at Settings > CRM > Pipelines and Stages, rename any stage to match how the business already sells, insert additional stages between the built-in ones, set a win probability from 0 to 100 for each stage, and create and manage pipelines as named objects. Every rep then sees the company's own stage names in the opportunity drawer, the opportunities table, filters, and Insights, and weighted pipeline totals recalculate on the company's own numbers.
Workflow comparison — before & after
← Before
✓ After
1.Open ServiceTitan CRM and review your opportunities.
1.Go to Settings > CRM > Pipelines and Stages.
2.Work through the five built-in stages: New, Qualify, Propose, Follow Up, and Closed Won or Closed Lost.
2.Select the pipeline and business unit you want to configure.
3.Translate your own sales steps into ServiceTitan wording in your head, or retrain your reps to use it.
3.Rename any stage to your own wording, up to 25 characters, and add stages between the built-in ones, up to 12 stages per pipeline.
4.Accept the built-in win probability on each stage, so weighted pipeline totals in Insights reflect ServiceTitan assumptions instead of your close rates.
4.Set a win probability from 0 to 100 for each stage.
5.Save your changes. Reps see your stage names in the opportunity drawer, the opportunities table, filters, and Insights.
⚠ Reps spend time learning terminology that does not match how your business sells, and your forecast is based on numbers you did not set.
✓ Your sales steps read the way your team already talks, so reps adopt the CRM faster, and your weighted pipeline reflects your real conversion rates.
How it works for your industry
Commercial Service and Replacement
A commercial heating, ventilation, and air conditioning (HVAC) contractor renames the built-in stages to the language its team already uses on the sales floor, such as Listen and Consult, Prove Value, and Solution Proposal, so reps recognize their own process the first time they open the CRM.
A service and replacement business adds a Contracting stage between Propose and Follow Up, because signature and paperwork routinely take weeks on commercial work and previously had nowhere to sit.
A sales leader sets win probability per stage from real close rates, so the weighted pipeline in Insights matches what the business actually books rather than a built-in average.
Commercial Construction
A commercial construction firm builds a separate pipeline for renewal work and another for new build, because the two sales motions have genuinely different steps and should not share a stage list.
An estimator on a bid and spec job gets a second qualification stage inserted before Propose, so long pre-construction cycles show real movement instead of sitting in one stage for months.
A sales operations lead renames Follow Up to match the firm's own bid follow-up language, and every rep, filter, and Insights view picks up the new wording after the change is saved.
How to prepare
01
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have Custom Staging for ServiceTitan CRM and any prerequisite configurations enabled. This capability is in Private Preview and is turned on by request only.
02
Confirm your account is on ServiceTitan CRM and on the Commercial The Works or Enterprise Plus package. Custom Staging does not work without ServiceTitan CRM turned on first.
03
Check that the administrators who will configure stages hold the existing Settings access permission. This release adds no new permissions and changes none. Access to Settings > CRM > Pipelines and Stages is controlled by the existing permission that governs the Settings screen.
04
Agree your stage names and win probabilities before anyone changes them. Every rep in your account sees the new names as soon as an administrator saves, and there is no per-person opt out. Decide whether one pipeline fits your business or whether renewal and new work need their own.
05
Bookmark any knowledge base articles or Academy videos for team training.