Follow up on opportunities

Overview

When an estimate is created on a job but isn't sold, an opportunity is automatically created to secure additional revenue by selling a previously unsold estimate. Unsold estimates and other opportunities give you a centralized location to act on opportunities.

Things to know

• You can sort estimates by the highest value, helping to maximize your revenue.

• If you create an estimate from the Call Booking screen without booking a job, an opportunity is not generated.

• Opportunities and estimates are usually manually dismissed. The only time when an opportunity closes automatically is when an estimate is sold and the value of the sold estimate is greater than the job type sold threshold. This converts the opportunity to Won status.

• Opportunities are only automatically closed when an estimate is sold to the customer and the estimate value is greater than the job type sold threshold. This also sets the opportunities' status to Won.

• If you want to change the Follow Up On date field, edit the estimate, go to the Price Details section, and edit the field.

Follow up on an opportunity

1. Go to the navigation bar and click Follow Up.

2. Find the opportunity you want to follow up on and click it.

3. Click Call the customer. Click OK to confirm the outbound call.

4. At the end of the call, move forward based on the customer's response. Ideally, the customer will want you to sell the estimate and book the job. The customer might want one of the the following actions:        

   1. Log a follow-up

   2. Sell the estimate

   3. Edit the estimate

   4. Book a job from the estimate

   5. Create a new estimate in the opportunity

   6. Dismiss the estimate

   7. Dismiss the entire opportunity

Log a follow up

If the customer wants you to contact them at a later date, log a follow-up.

1. At the bottom of the opportunity page, click Log a follow-up.

2. Use the Log Templates dropdown, choose pre-written to be added to the Notes field, or enter your own notes. 

3. Click inside the Change appointment date field to open a calendar and select your next follow up date.

4. Select Successfully reached the customer, Copy to Customer Notes, and Copy to Location Notes if applicable.

5. When finished, click Save.

Note: Using any of the templates or leaving any comment without selecting Successfully reached the customer sets the opportunity status to Unreachable. If you check Successfully reached the customer, the status changes to Contacted. There is no way to undo this, even if you delete or edit the follow up in the audit trail.

Sell an open estimate

1. From the opportunity page, click Sold/Convert.

2. Select the name of the person responsible for the sale or conversion. By default, this is whoever created the estimate. Click Sold/Convert to confirm.

3. On the Estimate screen that opens, select the Task, Equipment, and Material that is part of the job. 

4. Click Book new job.

Book a sold estimate into a new job

After you've sold or converted an estimate, you can book it into an install job.

If you don't book jobs for converted estimates right away, be sure to go to the Sold Estimates tab under Follow Ups to book jobs for sold estimates:

1. Go to the navigation bar and click Follow Up.

2. Click the Sold Estimates tab.

3. Click the opportunity for which you want to book a job.

4. From the opportunity, select the estimate items you want to include in the new job.        

   Note: You can Select all if applicable.

5. Click Initiate Booking.

6. Select estimate tasks and click Book Job. This takes you to the Call Booking screen.

7. From the Call Booking screen, book a job as usual.        

   Note: If you've enabled Booking Sold Estimate settings, the job summary and attachments automatically copy from the estimate into the new job. Attachments will only carry over from location or job estimates, not project estimates.

Edit estimates in an opportunity

If the customer wants you to edit an estimate before they agree to it:

1. On the opportunity page, click edit on the estimate you want to edit.

2. Add, remove, or edit items on the estimate as requested then click Save.

3. Under the Opportunity field, click the Opportunity Number. 

4. Go back to the Follow Up screen.

Add an estimate to an opportunity

If the customer wants to see more options or needs additional work done, add estimates to the opportunity:

1. On the opportunity page, click View Invoice. 

2. Click Add an estimate. 

3. Add estimate details and then click Save.

4. Add, remove, or edit items on the estimate as requested then click Save.

5. Click View opportunity to go back to the Follow Up screen.

Dismiss an estimate in an opportunity

If the customer confirms that they do not want to buy a specific estimate in an opportunity, dismiss that estimate.

Note: There are two Dismiss buttons. One to dismiss an individual estimate and one to dismiss the entire opportunity.

1. From the opportunity page, click Dismiss next to the estimate the customer doesn't want, then click OK to confirm. 

2. You can click Reopen to open it again later if needed. 

Dismiss entire opportunity

After you have spoken on the phone or otherwise communicated with a customer with an open opportunity, and the customer confirms that they don't want to be contacted about it at all, dismiss the entire opportunity:

1. At the top of the opportunity page, click Dismiss,

2. Click OK to confirm. 

You can click Reopen to open it later.

Want to learn more?

• Visit ServiceTitan Academy to enroll in Follow up Screen Overview

• See Use the Follow Up screen