Manage and view Customer and Location profiles using Contact Center Pro

Overview

When a new customer contacts you, create a customer profile in the appropriate tenant account to book jobs and build relationships. This action automatically generates and links a location profile to the customer record. You can also edit customer contact information directly from the Inbox page.

Things to know

• As Contact Center Pro supports multi-tenancy in a single interface, new customer profiles are automatically created in the correct tenant based on the customer's call.

• When there are no incoming calls, the Inbox screen allows you to search for customers across all the tenants associated with the company.

• At this time, you cannot create a new Customer record while on an outbound call. You also cannot create one if you are not on any call at all. If you need to create a record, please do so in ServiceTitan directly by going to Enterprise Hub > My tenants. Select the appropriate tenant, navigate to the Call Booking tab, and create a new customer account.

• If the customer's number is tied to a customer record in ServiceTitan, the Calls section displays the customer name and the call gets linked to the existing customer profile. If no caller ID is available, ask the customer to identify themselves to ensure that you select the right customer profile or create a new customer profile.

• Ensure that you validate or manually enter coordinates for all street addresses so the jobs on the customer record can be managed properly. To troubleshoot address validation, see Address verification is not working correctly.

• If you want to create a second or additional Location for an existing Customer, use your ServiceTitan account directly.

Create a new customer profile

1. In Contact Center Pro, click Inbox.

2. Click Accept Call to pick up the call and then + New Customer to add a new customer profile. 

3. In the Create Customer flyout that opens, select the Customer Type. 

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

   1. Location information                

      1. Location Name

      2. Address                        

         1. Street

         2. Apt, Unit, Suite, etc.

         3. City

         4. State

         5. Country

         6. Zip / Postal Code

5. Note: Try searching for and selecting the address first. Enter the address manually if no results are found.

   Note: Address coordinates are important for efficient routing and dispatching. Validate or manually enter coordinates for all street addresses to guarantee technicians reach the exact location on time, reducing delays and improving overall operational efficiency.

   

   1. Contact Methods:                

      1. Phone

      2. Mobile

      3. Email

      4. Fax (for the location)

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

   Click Notifications for each contact method to adjust the notification preferences accordingly. 

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

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

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

      2. If they're different, fill in the Billing address information and contact methods of the party financially responsible for services.

8. When finished, click Create Customer.

View a Customer record in Contact Center Pro

When a call comes in from a known customer, their record is automatically pulled up. Currently, Contact Center Pro displays limited customer information. If the caller is not recognized, you will need to search for or create a new profile before the record appears.

Use the Customer Search

If you're not on a call, you can use the Search bar to find and view any customer profile. The results will include profiles from all ServiceTitan tenants you have access to. When you click Search, the tenant account name appears next to the customer's name in the results.

View a Customer/Location record in ServiceTitan

If you need more detailed information, you can click the Customer or Location Links to view the full profile in ServiceTitan in a new tab.

• Customer Profile: Use this when discussing details such as an invoice.

• Location Profile: Use this when discussing location-specific matters, such as a recent job.

Edit a customer profile

You can edit the customer's Contact Methods right from the Inbox screen.

1. On the Inbox screen, search for and select the customer account you want to edit.        

   Note: You can also edit the customer's account while you're on a call with them.

2. Go to the Contact Methods section and then click Edit . 

   Note: Contact method options are Phone, Mobile, Email and Fax. You should have at least one contact method.

3. On the Edit Contact Methods flyout that opens, update or add the Phone, Mobile, Email, or Fax information.

4. Click + Add Contact Method to add another contact method. You can also click Delete to remove a contact method. 

5. Click Notifications for each contact method to adjust the notification preferences accordingly. 

   Note: Whichever contact method you add has notifications checked by default.

6. When you're finished, click Save.

Tip: You can access and edit the full customer profile by clicking the customer's name. This opens a new browser tab with the customer record.

Want to learn more?

• See Contact Center Pro

• See Place outbound calls through Contact Center Pro

• See Use your call bar in Contact Center Pro