Manage customer relocation

Overview

Manage relocations when a customer moves from one location to another, including moves to or from a service location you've worked at previously. This ensures that customer and location records remain up-to-date and accurate.

When a customer moves out of a service location

When a customer moves out, add their new location, update their billing address, and remove the old location.

Add the new location and update the billing address

1. Follow the steps to add the new service location to the Customer Record.

2. After you've added the new location, update the customer's billing address:        

   1. Click Edit on the Customer Record. 

   2. Enter the new billing address.

   3. Click Save.

3. If the customer is ready, book the job.

Remove the old location

To maintain a record of the work done at the old location, move it to a placeholder customer until a new owner moves in. We recommend creating one placeholder Customer Record that you move all old locations to when someone moves out of them. For example, move old addresses to a placeholder customer named New Homeowner.

1. Create a new customer named New Homeowner.

2. Search for and open the old Location Record.

3. Click Edit next to the location name. 

4. Enter New Homeowner in the Location Name field.

5. Click the Customer dropdown and select the New Homeowner Customer Record you just created. 

6. Delete any phone numbers or emails.

7. When finished, click Save.

The old address is now under the New Homeowner Customer Record.

When a customer moves to a location you've worked at

If a new customer moves to a location you've serviced in the past, add them as a new customer and book the job.

Add the new customer

1. Add the new customer and book the job.

2. Go to the navigation bar and click Search .

3. Click the Search dropdown and select Location. Use the filters to search for the address the new customer moved to.

4. Open the old Location Record, the one without the new customer's name.        

   Tip: If you followed the steps to remove the old Location Record from the previous owner's Customer Record, it should be listed under the name New Homeowner.

5. Click Edit next to the old location's name.

6. Enter Location History in the Location Name field.

7. Click the Customer dropdown and select the new customer's name. 

8. When finished, click Save.

After the call, you can merge the new customer's Location Record with the old Location Record. This keeps the details of the work done at that location.

Note: Be sure to check with your company on how to handle customer discussions regarding historical service records. Do this before merging the location records to avoid possible privacy issues.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Managing Customer Relocation

• See Change the customer on an existing location record

• See Merge and unmerge duplicate customer and location records

• See Customer and Location Records