Create a customer record

Overview

When a new customer contacts you, create a customer record in ServiceTitan so you can start booking jobs and building a relationship with them.

Things to know

• ServiceTitan identifies customers by the phone number they're using when they call in. If ServiceTitan doesn’t automatically detect a customer’s name when they call, run a search to make sure they aren't already in the system under a different phone number. This helps you avoid accidentally creating a duplicate record. For more, see the Find Customer or Location Records section of Customer and Location Records overview .

• When you create a new customer record, a location record is automatically created and attached to the new customer record. If the customer has more than one service location, you can add additional service locations after creating the new customer record.

• If you switch from one call bubble to another before clicking Create Customer, the new record saves as a draft and closes. To finish creating the record, switch back to the previous call bubble and click New customer.

• You can't book jobs on a customer record, but you can book jobs on a location record. This is because location records represent the service location where the job is performed.

• Do not add international phone numbers to customer records to make calls, as ServiceTitan does not support them.

• Make sure to validate or manually enter coordinates for all street addresses so jobs can be managed properly. For help troubleshooting address validation, see Address verification is not working correctly.

• If you're unable to validate the address through ServiceTitan, you can manually enter the longitude and latitude coordinates. Once added, the coordinates are used by ServiceTitan Mobile, Optimize Technician Route, Technician Arrival Tracking, and Map 2.0.

Create a new customer record

1. Go to the navigation bar and click Calls .

2. On the Call Booking screen that opens, do one of the following:

   1. If you're answering an incoming call, click the incoming call bubble, then select New customer.

   2. If you're not on the phone, just click New customer.
      

3. Under Where will the service be performed?, enter the following details. This creates the new customer's location record:

   • Location Name: Enter the name of the location where the service will be performed.

   • Location Address: Include the Street number and name, City, State, Country, Zip / Postal Code, and, if applicable, the apartment, unit, or suite number.

     Note: If the address populates for validation, select it from the Suggested Address dropdown to validate it. If it doesn’t populate, manually enter the longitude and latitude coordinates so jobs can be managed properly.

   • Contact Methods: The phone, email, or fax for the location.

     Note: You should have at least one entry here. Click the Delete icon to remove a contact method, or click Add Contact Method to add another one.

4. Under Who will pay for the job?, enter the following details. This creates the new customer record:

   • From the dropdown, select whether The customer is the same as the tenant or The customer is different from the tenant.

     • If they're the same, the location details under Where will the service be performed? will match the customer record and the customer you're adding will pay for the job.

     • If they're different, enter the Customer Name, Billing address, and contact methods of the party who will be financially responsible for services.

   • Customer Type: Select Residential or Commercial to set the property type.

   • Account Manager: From the dropdown, select an employee who is assigned ownership for the customer record.

   • If your account is configured for it, select if the customer is eligible for client-specific pricing, or if you’d prefer to Use Default Rate Sheet for Customer Type.

     Note: If you Select custom rate sheet, provide additional information to your customer about the client-specific rates. Account configuration is required to use this feature, please contact Technical Support for details.

5. When finished, click Create Customer.You can now book the job.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Modifying Customer Records

• See Update customer contact methods

• See Customer and Location Records overview

• See Enter military and diplomatic addresses