Contact cleaning guide

Overview

After migrating to the new Contact Management, cleaning up your contact information is essential to keep your data accurate and actionable. Remove unnamed, outdated, or duplicate entries so job updates, invoices, reminders, and technician notifications reach the right people. Build quick cleanup checks into daily work to keep contact data reliable.

Clean up contacts during customer calls

Recommended talk track for CSRs

When you answer a customer call, you can say, "I see a couple of contacts listed here. Can I confirm which ones are still accurate so we reach the right person?"

Clean up from the customer or location record

1. Search for and open any customer or location record.

2. Go to the Customer Details menu on the right and look for the Contacts section.

3. In the Contacts section, click View more contacts to open the full list. 

4. On the All Contacts drawer that opens, confirm the caller's information:        

   1. Check if the caller already appears in the contact list. Use the search box to look up their Name, Title, or Contact Method. 

   2. If the caller isn't listed, click Associate contact to associate Existing Contact or Create New Contact

5. Review other contacts on the record:        

   1. Edit a contact's Name, Title, or Contact Methods if needed.

   2. Remove a contact who is no longer involved with this customer or location. Click More and select Remove Association.                

      Note: This keeps the contact record but removes it from the customer or location.

                 

   3. Delete a contact only if it has no name and clearly fake information, such as Test, None, Unknown, N/A, or a phone number like 123-456-7890.

   4. Never update a placeholder contact with a real email address, because that placeholder may be shared across multiple customers.

   5. Merge records if the email address and phone numbers are confirmed to belong to the same individual.

Tip: This quick check takes only a few seconds and keeps your contact data up to date in real time.

Check contacts for upcoming jobs during dispatch prep

Dispatchers often review upcoming jobs each morning or afternoon. This is a great opportunity to update outdated contact information on the jobs.

1. Open the Contact Hub or go to the navigation bar and click CRM > Contacts.        

   Note: ServiceTitan CRM is currently in Private Preview and is subject to change. If you want to enable this feature for your account, join the waitlist, and reach out to your CSM to schedule a date.

2. From the Contacts screen, click the Manage tab.

3. Locate the Recommended Clean-ups section. 

4. In the table, click the contact count in the Customer or Location column to open the contacts associated with that record. 

5. Review each contact and apply the same cleanup suggestion from the Clean up contacts during customer calls section.

6. Check the Memo field to review any notes that explain the purpose of the contact method. 

Run a daily merge routine (Residential customers)

For most residential customers, there are usually only one or two valid contacts. This makes it easy to spot duplicates and clean them up regularly.

1. Open the Contact Hub or go to the navigation bar and click CRM > Contacts.

2. From the Contacts screen, click the Manage tab.

3. Find the Residential customers with contact merge opportunities section.         

   • For Residential customers: Click Merge  to merge duplicates directly from this table. For more, see Merge contact records.

   • For Commercial customers: It is recommended to dismiss the merge suggestion if you lack additional information. Alternatively, you can review the unnamed contact information by opening the customer or location in a separate tab.

Want to learn more?

• See Contact Management

• See Manage contacts from Contact Hub

• See Manage contacts from customer and location records

• See ServiceTitan CRM