Customer and Location Records overview

Overview

Customer Records store the billing address and other information about who is financially responsible for services. Location Records store the service address and other information about the physical location where services are performed. With Customer and Location Records, you can maintain contact information, book jobs, and more directly in ServiceTitan.

Things to know

• Multiple Location Records can be associated with the same Customer Record, but a Location Record can only be associated with one Customer Record. This is because only one party is financially responsible for a service location.

• The billing address on a Customer Record may be the same as the address for the Location Record if the customer is the homeowner. However, a property management company may have dozens of service locations.

• You can mark a customer as Do Not Service to notify your Customer Service Representatives (CSRs) that they shouldn't book jobs for that customer.

• Forms that have been assigned to a Customer or Location Record in Settings can be found in the Forms section of the record. For more, see Use forms.

Create Customer and Location Records

The best time to create or edit Customer and Location Records is during Call Booking. This is because while you’re on the phone with the customer, you can ensure you’re getting accurate and up-to-date information.

When you create a new Customer Record, a new Location Record is also created and attached to the Customer Record. If the customer has more than one service location, you can add another service location to their existing Customer Record.

For more on how to create Customer and Location Records, see Add a new customer and Add a new service location.

Find Customer and Location Records

You can quickly find your Customer and Location Records in one of two ways:

1. Go to the top toolbar and click Search . On the Search screen that opens, you can search for the record.

2. Go to the navigation bar and click Calls . On the Call Booking screen that opens, you can search for the customer or location.
   

   Tip: If your Call Booking search results show both Customer and Location Records, you can spot the difference: the Customer Record is listed first along with a person icon, while all Location Records attached to the customer are listed below them with a house icon.

   
   

For more on how to find Customer and Location Records, see Use search in ServiceTitan.

Differentiate between a Customer and Location Record

Distinguish between Customer and Location Records by the label and icon shown next to the name of the record.

If you’re viewing a Customer Record, you see a Customer label and icon to the left of the customer’s name.

If you’re viewing a Location Record, you see a Location label and icon to the left of the location name.

View a Customer or Location Record

View a Customer or Location Record to look up important details. For example, a customer called to check their balance. Look at their Customer Record to see any balance due in the Customer Summary section.

Note: Account configuration and permission settings are required to use certain features listed below. For more details, please see the linked help articles.

Customer Records

Depending on your account setup and settings:

• At the top you see the customer's name, Customer ID number, Residential or Commercial tag, Billing Address, Membership status, and the year they’ve been a customer since at the top of the record.

  Note: The Customer Since date starts when their first job was completed in ServiceTitan.

• In the Customer Summary section, you see Lifetime Revenue, Avg. Job Total, Balance Due, and Credit Available.

• Use the Customer Details menu on the right to view or edit tags, contact information, additional info, and notes.

• Scroll or use the left side menu to go to Notes, Locations, Memberships, Invoices, Payments, Payment Methods, Customer Statement Log, Jobs, Appointments, Projects, Tasks, Leads, Calls, Marketing Activity, Opportunities & Estimates, Forms, Photos & Videos, and Attachments.

• In the Marketing Activity table, you can click the Email or SMS tab to see marketing emails and text messages sent to the customer. This helps you quickly reference the promotion if someone calls about a promotional email or text.

Location Records

Depending on your account setup:

• At the top you see the name of the Location Record, the Customer Record it’s attached to, the Service Address, and the Zone.

• Use the Location Details menu on the right to view or edit tags, contact information, additional info, and notes.

• Scroll or use the side menu to go to Notes, Jobs, Appointments, Projects, Opportunities & Estimates, Equipment, Leads, Calls, Memberships, Recurring Services, Recurring Service Events, Forms, Photos & Videos, and Attachments.
  Note: If there aren’t any recurring service events for a Location, the Recurring Service Events section and table won’t be displayed.

Both Customer and Location Records

You can:

• Adjust how you view Customer and Location Records.

• Filter or sort a table to easily find what you’re looking for.

• See the date and time a note was created and modified.
  

• Hover over media to select, download, or delete it. You can also select multiple items and click Download selected or Delete selected.
  

• Click an image to see a larger version of it. You can also click Edit to rename the file.
  

• Use the audit trail to see who, what, and when changes were last made to the record.

Edit or take action from a Customer or Location Record

Anywhere you see the Edit , you can make changes. When you go to different sections and tables within a record, you can also take various actions.

Note: Account configuration and permission settings are required to use certain features listed below. For more details, please see the linked help articles.

Customer Records

Depending on your account setup:

• From the top of a Customer Record, you can add a payment method, sell a membership, and add a service location. Click Moreto build an estimate, collect a payment, or create a project. You can also take statement actions, including emailing a statement, printing a statement, and printing a statement and marking it as sent.
  

• From the Customer Details menu on the right, you can edit tags, contact information, additional info, and notes. Use the navigation menu on the left to jump to sections where you can add tasks, upload photos and videos, and add attachments.

• When you open a Customer Record from the Call Booking screen, the top actions are nested in an Actions dropdown menu.
  

Location Records

Depending on your account setup:

• From the top of a Location Record, you can book a job, add an attachment, and add equipment. Click Moreto edit the location, add a recurring service, build an estimate, create a project, sell a membership, email a statement, or print a statement.
  

• From the Location Details menu on the right, you can edit tags, contact information, additional info, and notes. Use the navigation menu on the left to jump to sections where you can upload photos and videos, and add attachments.

  Tip: If there aren’t any recurring service events for a location, the Recurring Service Events section and table won’t be displayed.

• When you open a Location Record from the Call Booking screen, the top actions are nested in an Actions dropdown menu
  

Tip: You can prevent Customer and Location Records from opening automatically on the Call Booking screen by setting individual call booking preferences If you have the preference Automatically Open Location/Customer Pop-up disabled, you can view Customer and Location records from the Call Booking screen by clicking Preview next to the customer or location.

Add a preferred technician to a service location

When a technician is added as a preferred technician to a service location, that technician is automatically added as the assigned technician for any jobs booked for the location on the Job Booking screen and for all recurring service events for the location. 

Note: Don’t add a preferred technician to the service location if you use Adjustable Capacity Planning (ACP). ACP expects that no technician will be automatically assigned to jobs or recurring service events. Remove the technician from the service location in order for ACP to work as intended.

1. Search for and open the service location record.

2. Click More > Edit Location. 

3. From the Preferred Technician dropdown, select a Technician.
    
   

   Note: The preferred technician is assigned to jobs or recurring service events regardless of whether they have the appropriate skills or Business Unit assigned for the job type selected.

4. When finished, click Save. 

Want to learn more?

• Visit ServiceTitan Academy and enroll in Modifying Customer Records

• Visit ServiceTitan Academy and enroll in Modifying Service Location Records

• See Create a customer record

• See Create a new location record