Leads without customers and locations

Overview

There may be situations where you need to capture a lead without a customer and location record. For example, you don’t have enough details to create a full customer record, but it’s a legitimate inquiry and you want to follow up later.

Learn how to capture a lead without a customer and location record and how to identify captured leads that aren't attached to customer and location records.

Things to know

• Before getting started, make sure an administrator on your team has created Lead call reasons. You can only capture leads by selecting a call reason that is classified as a Lead. For more, see Set up call reasons.

• When you close a call without selecting a location, the Call Reasons screen may remind you that you haven’t selected a location, but you can still close out.

Best practices

• While it’s not required to capture leads, we recommend that you set recall, warranty, and lead job booking guides so you’re prepared for different workflows.

Use cases

• You aren’t able to convince a potential customer who calls you to book a job because they want an exact price quote over the phone. They’re still interested and are a valid lead, but you don’t know the location for the potential job.

• A potential customer wants a call back but they don’t want to give out their address.

• A lead comes in through email or chat with only partial information, but is a potential job.

Capture a lead without a customer or location record

If you’re not able to gather the information needed to create a customer and location record, you can capture the details you do have in the contact fields and Summary section of the lead.

Note: Make sure you have Leads Integrations and Lead call reasons set up so you can capture leads on the Calls and Bookings screens.

Try to at least capture a name, phone number, and city when possible, so you know how to reach the lead again.

After you Submit & Close the lead, you might see a confirmation message asking if you want to proceed without selecting a location record. Location records aren't required for capturing leads. You can proceed without selecting a location record.

Keep in mind that while a customer and location record isn't required to capture a lead in ServiceTitan, it is required when you convert the lead to a job.

Identify leads that aren’t attached to customer or location records

You can quickly identify when a lead isn’t attached to a customer or location record.

While viewing a lead, you see Lead listed above any details that were captured when the lead was created.

Want to learn more?

• Visit ServiceTitan Academy to enroll in Job Booking Basics

• See Capture a lead from an incoming call

• See Capture a lead from a booking

• See Capture a lead manually

• See Use the Follow Up screen to find and view captured leads

• See Convert a lead to a job