This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
See and call opportunity contacts with the Contacts tab in Mobile CRM
This enhancement adds a Contacts tab to an opportunity in Mobile CRM, so a sales representative can see who to reach at a site and call or email them without leaving the opportunity.
Available inCore
Feature type
Enhancement
Industry
Commercial Service and ReplacementCommercial Construction
Roles
AdministratorsField Sales Reps
Region
United StatesCanada
What's changing
Before, a sales representative could open an opportunity in the ServiceTitan Field Mobile App but could not see the people attached to it, so finding a name and a number meant leaving the app or waiting to get back to a desk. Now an opportunity in Mobile CRM has a Contacts tab that lists the contacts tied to that customer and location, with name, title and contact information, and a representative can call or email any of them from that same screen. Companies on Contact Management see each contact with their title, labels and contact methods; companies still on legacy contact methods see the list of contact methods with their memos. Contact viewing arrives with this release.
Workflow comparison — before & after
← Before
✓ After
1.A commercial sales representative opens an opportunity in the ServiceTitan Field Mobile App before a site meeting.
1.A commercial sales representative taps CRM in the ServiceTitan Field Mobile App and opens the opportunity for that site.
2.The opportunity shows the deal detail, but not the people attached to the account or the location.
2.The representative taps the Contacts tab and sees the contacts tied to that customer and location, with name, title and contact information.
3.The representative leaves the Field Mobile App to search for a name and a number, or calls the office and waits for someone to look it up.
3.The representative taps a phone number to place a call, or taps an email address to send a message, from that same screen.
4.The representative walks into the meeting without confirming who the decision maker is.
4.The representative walks into the meeting having already reached the decision maker.
⚠ Reaching the right person depends on memory or on someone at the office, so calls get delayed and site visits start without the contact confirmed.
✓ The people attached to an opportunity travel with the opportunity, so a representative can confirm who to reach and reach them in the same place they are already working.
How it works for your industry
Commercial Service and Replacement
A field account manager finishing a rooftop unit (RTU) walkthrough at a retail site opens the opportunity, taps Contacts, and calls the facilities director to confirm the scope before leaving the parking lot.
A heating, ventilation, and air conditioning (HVAC) sales representative arriving for a chiller assessment checks the Contacts tab for the building engineer's title and number rather than asking at the front desk.
A representative who cannot reach the primary contact sees the other people tied to that location in the same list and emails the alternate without calling the office.
Commercial Construction
A project developer meeting a general contractor on site opens the opportunity, taps Contacts, and calls the project manager (PM) listed against that location to confirm who signs off on the drawings.
A representative preparing to discuss pricing checks the Contacts tab for the title of each person attached to the account, so the conversation goes to the person with budget authority.
A representative collecting updated drawings emails the site coordinator directly from the opportunity rather than routing the request through the office.
How to prepare
01
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.
02
Confirm that contacts are associated with the customer and location records the sales team works from, because the Contacts tab lists the contacts tied to those records.
03
Confirm the sales team members who need this are set up to sign in to the ServiceTitan Field Mobile App and are on a current version of the app from the App Store or Google Play.
04
Tell the sales team that calls and emails placed from the Contacts tab go through the device, so they should keep logging the outcome as an activity on the opportunity.
05
Bookmark any knowledge base articles or Academy videos for team training.