Create customers and book jobs from inbound calls for Roofing

Overview

When a call comes into your office, it is considered a lead in ServiceTitan—regardless of whether it came in via phone, email, or another source. The goal of the person answering the call is to convert that lead into a customer and book a sales appointment. This article walks through how to search for existing customer records, create new customer profiles, and book jobs directly from inbound calls. By following this workflow, your team ensures every lead is properly tracked and moved through the sales lifecycle.

Best practices

• Search by phone number first, as it's often the most unique identifier and less likely to return multiple results.

• Validate street addresses so jobs can be managed properly and field employees reach the exact location.

Search for existing customers

Before creating a new customer, search to see if they already exist in the system. This prevents duplicate records and ensures you have access to their service history.

1. Go to the navigation bar and click Calls. 

2. On the Calls screen, locate the incoming call or click Manual Job to book without an active call. 

3. In the search field, search for the customer by entering their name, address, or phone number.         

   Tip: Search by phone number first, as it's the most unique identifier and less likely to return multiple results.

4. Review the search results:        

   1. If an existing customer record is found, click the customer name or location address to select it. 

   2. If no existing record is found, proceed to create a new customer. For more, see Create a new customer.

Create a new customer

If no existing customer record is found, create a new customer profile.

1. On the Calls screen, after searching and finding no existing record, click New Customer.          The Create Customer screen opens.

2. Under Where will the service be performed?, complete the location information:         

   1. Location Name: Enter the name of the customer.

   2. Address: Enter the complete address including:                

      1. Street number and name

      2. City

      3. State

      4. Country

      5. Zip or Postal Code

      6. Apartment, unit, or suite number (if applicable)

3. (Optional) After entering the address, click Coordinates unverified, click here to validate.        

   Note: If the entered address is not verifiable, you see Coordinates unverifiable, enter manually instead.

            

   1. Then click the address to add it to the record. 

   2. If you don't see the correct address, click Enter Address Manually.                

      Note: Ensuring you set an accurate address ensures measurements ordered from an integrated measurement provider are capturing the correct location.

       

4. (Optional) Click Manually Set Lat/Long to enter a precise address. 

5. Enter the contact method details:         

   1. Mobile number

   2. Email                

      Note: You should have at least one contact method. Click Add Contact Method to add additional phone numbers or email addresses.

6. Under Who will pay for the job?, select who is financially responsible:         

   1. The customer is the same as the tenant: The location contact pays for the job

   2. The customer is different from the tenant: Someone else pays for the job, for example, a property owner paying for work at a rental property.                

      Note: If you select different from the tenant, enter the billing customer's information including name, address, and contact methods.

7. In the Customer Type field, select Residential or Commercial. 

8. (Optional) In the Account Manager field, select an employee who is assigned ownership for the customer record. 

9. In the Payment Details section, select the rate sheet you want to bill your customer with.         

   1. Use Default Rate Sheet for Customer Type

   2. Select custom rate sheet

10. In the Invoice & Statement Delivery, select how you want to deliver your invoices and statements.        

    Note: You can select both.

             

    1. Mail

    2. Email

11. When finished, click Create Customer. 

A pop-up appears with options to View Customer Record or View Location Record to open the record.

Note: Even though the customer has not purchased anything yet, they are already considered a customer in ServiceTitan. Customer and location records are stored separately, which allows one customer to have multiple locations.

Book a job from an inbound call

After creating or locating a customer profile, book a sales appointment to move the lead through the sales lifecycle.

1. On the Calls screen, search for the customer and select their location. 

2. Complete the job booking details:         

   1. Job Type: Select the appropriate job type. For roofing businesses, common examples include:                

      1. Estimate - Roofing

      2. Inspection - Annual

      3. Service - Leak Repair

   2. Business Unit: Select the business unit. This may auto-populate based on your job type configuration.

   3. Marketing Campaign: Select the marketing campaign or call source.

   4. Priority: Select the priority of the job:                

      1. Low

      2. Normal

      3. High

      4. Urgent

   5. Start Date: Select the date for the appointment.

   6. Arrival Window: Select the time window when the salesperson or technician arrives.

   7. Start Time: Select the start time for the appointment.

   8. Custom Fields: Complete any custom fields that appear based on the job type selected. In this example we have the following custom fields for roofing.                

      1. What type of roof do you currently have?

      2. Will all the decision makers be home during your complimentary roof inspection?

   9. Summary: Enter a brief description of what the customer needs

   10. Tags: Add any relevant tags such as Gate Code, Pet on Site, or Leak

3. (Optional) Select Require customer signature on invoices for this job to require signature.        

   Note: Invoice signature defaults to not required if the location profile or job type is marked as not required. Use this settings to override it. In roofing we tend not to require signatures on invoices because we have signed estimates / contracts.

4. Review all the information you entered and click Book Job.

The job is booked and appears on your Dispatch Board and in the customer's record. The lead has been converted into a customer with a scheduled sales job, and the sales lifecycle continues.

Next steps

After booking a job:

• Assign the job to a salesperson or technician using the Dispatch Board.

• If the salesperson creates estimates and the customer doesn't buy immediately, the estimates appear in the Follow-Up > Unsold Estimates.

• Follow up systematically on all opportunities to convert estimates into sold work.

Want to learn more?

• See Manage customer and location records

• See Create a new location record