Manage unbooked leads from inbound calls for Roofing

Overview

When an inbound call comes in and the customer is not ready to schedule a sales appointment, a job is not booked. In these situations, the caller remains a lead in ServiceTitan, and proper call classify ensures the lead is tracked for future follow-up.

This article explains how to properly classify calls when a job is not booked and how to manage unbooked leads using the Follow Up module. By tracking leads systematically, your team ensures no potential opportunity is lost.

Things to know

• Call reasons are set up in Settings > Reasons and can be marked as lead or not lead.

• If the call reason is marked as a lead, you can choose to log a follow-up or not log a follow-up.

• If the call reason is not marked as a lead, you can enter additional details but the call will not appear in the Leads section for follow-up.

Use cases

• A potential customer calls asking about roof replacement costs but isn't ready to get an estimate yet. The CSR creates a customer profile, selects "Wants to Think About It" as the call reason (marked as a lead), logs a follow-up for two weeks later, and the lead appears in the Follow Up module.

Classify a call when a job is not booked

When a customer is not ready to schedule an appointment, properly classify the call to track the lead for future follow-up.

1. On the Calls screen, locate the call you want to classify.  

   Note: If the inquiry came in through an email address, you can capture it as a lead by clicking on Manual Call.

2. Hover over the call and click theicon. 

3. In the Call Reason field, select the reason that best describes the outcome of the call. Common roofing call reasons include:         

   1. Wants to Think About It

   2. Call Back Later

   3. Not Ready to Schedule

   4. Out of Service Area (typically not marked as a lead)

   5. Wrong Number (typically not marked as a lead)                

      Note: Call reasons are set up in Settings > Reasons. When call reasons are set up, they can be marked as lead or not lead.

4. In the Marketing Campaign field, select the campaign or source that generated the call.        

   Note: This field shows up after you select the call reason.

        

5. In the Follow Up Options section, select one of the following and enter the necessary details and click Submit and Close.         

   1. Log a follow up For more, see Log a follow-up for an unbooked lead.

   2. Don't Log a follow up                 

      Note: Follow Up Options shows up if the call reason selected is marked as a lead in the call reason setup. If the call reason is not marked as lead, you won't see the Follow Up Options field.

6. (Optional) If the call reason is not a lead, enter information in the Additional Details field and click Submit and Close. 

Log a follow-up for an unbooked lead

When a call reason is marked as a lead and you want to track it for future contact, log a follow-up.

1. After selecting a call reason marked as a lead, click Log a Follow-up. 

2. In the Start Date field, select the date when you will contact the customer next. Common timeframes for roofing leads include:        

   1. One week for customers actively considering work

   2. Two weeks for customers comparing quotes

   3. One month for customers with seasonal timing considerations

   4. Three to six months for customers waiting for insurance settlements

3. Enter the customer details if they're not already in the system.        

   1. Name

   2. Street Address

   3. Suit/Unit, etc

   4. City

   5. Zip Code

4. Enter the customer's contact details if they're not already in the system:        

   1. Phone Number

   2. Email

5. (Optional) In the Summary field, enter any additional information that will help with the follow-up call. For example:        

   1. Customer wants to wait until spring to replace roof

   2. Collecting 3 quotes - follow up to schedule estimate

   3. Waiting on insurance adjuster report

6. When finished, click Submit and Close.

The follow-up is logged and the lead appears in the Follow Up module under the Leads section.

Manage leads in the Follow Up module

After logging follow-ups for unbooked calls, manage those leads systematically using the Follow Up module.

View leads

1. Go to the navigation bar and click Follow Up > Leads. The Leads screen displays all leads that haven't been booked into jobs. 

2. Filter the screen to view specific leads:         

   1. Business Unit: View leads for specified business units.                

      Note: You can select multiple business units.

   2. Follow Up Start: View leads with specific start date.

   3. Follow Up End: View leads with specific end date.

   4. Campaign: Filter by lead source.

3. Click on a lead to view details and take action.

Take action on a lead

From a lead details screen, you can:

• Schedule a Follow-up: Click to schedule the next contact for:         

  • In one week

  • In one month

  • In 6 months

  • Set custom date

• Convert Lead to Job: Click Convert Lead to book a job when the customer is ready. After the job is booked, the lead converts into a customer with a scheduled job and the sales lifecycle continues. 

• Add Follow-up Notes: Add your note and click Save. You can also select Pin this note to the top to pin critical information so it's immediately visible. 

This process helps accurately track call outcomes and ensures leads are followed up on appropriately.

Want to learn more?

• See Create and manage leads