Customer and Location Records Home

Customer and location records are your main tool for Customer Relationship Management (CRM). Use your customer and location records to efficiently manage who you're servicing and where the work is being performed.

Setup

How it works

Both customer and location records contain information like name, address, phone number, and email address. The difference between the two is that customer records represent the party who is financially responsible for services, making the address on the customer record the billing address. Location records represent the physical location where services are performed, making the address on the location record the service location.

For more on how it works, see Customer and Location Records overview.

What is the difference between a customer record, location record, and contact record?

• Customer Records: Represent the bill-to party paying for services. The address you list on customer records is the billing address.

• Location Records: Represent the service location where work is performed. The address you list on location records is the service address where technicians perform work.

• Contact Records: Represent the person you need to be in touch with for payments, services, and other communications.

You can find customer and location records in Search. You can find contact records in Contact Hub or the Contacts section of customer and location records.

Each contact record can have multiple contact methods (phone, email, and more), and you can associate a contact record with multiple customer and location records.

For example, let's say you have a customer with multiple properties. You've determined you need several customer records for billing, as well as several location records for jobs. There is one person who manages billing and one person who manages all the properties. In this scenario, you would use one contact record for Billing, one contact record for Scheduling, and associate both of those contact records with each respective customer and location record.

What you need to get started

If you're new to ServiceTitan, your first steps will be to create records for your customers. If needed, you can also create additional location records.

• Create a customer record: When you create a customer record, you're promoted to create a location record along with it.

• Create a new location record: If after creating a customer record you need to add additional service locations to it, create new location records. For example, if you have a property management customer, you'll need to create additional service location records to perform work for them.

Required permissions

The following permissions are required to manage customer and location records in ServiceTitan. Please contact the account administrator on your team.

Customer permissions:

• View customer

• Edit customer

• Merge customers

• Activate/deactivate customer

Location permissions:

• View location

• Edit location

• Merge locations

• Activate/deactivate location

• Remove location equipment

Settings

Efficiently manage settings for your customer and location records:

• Adjust how you view customer and location records

• Configure the Customer Record Summary section

Key workflows

Industry best practices

• Ensure customer contact methods are up-to-date during Call booking.

• If you're currently using placeholder information when contact details aren't available at the time of record creation, such as (123) 456-7890 or noemail@gmail.com, this can introduce security vulnerabilities and risks for your organization. We recommend that you:        

  • Ask your team if they're using placeholder contact details. If so, document what those are.

  • Delete placeholder contact information when you see it in your records.

  • Never update a placeholder email with a real email across multiple records or in more than one place to avoid updating unintended customers.

• Things to keep in mind:        

  • Data integrity and accuracy: Placeholder information can lead to inaccurate and outdated records. Updates made to one record can be synced across multiple records, creating a risk of inconsistent and unreliable data.

  • Potential exposure of personally identifiable information (PII): Placeholder information might inadvertently contain real personal data or resemble legitimate contact details. If updates are synced across multiple records, sensitive PII could be exposed to unintended customers.

  • Phishing and social engineering: Placeholder information can be used in a malicious way to conduct phishing attacks or social engineering attempts. Employees might be deceived into believing the placeholder information is genuine, leading to unintentional disclosure of sensitive information.

  • Invoice and financial risks: Using placeholder information in financial transactions, such as invoicing, can lead to serious financial risks. Sending invoices to incorrect or non-existent email addresses or phone numbers might result in loss of revenue, customer trust, and legal repercussions.

  • Regulatory compliance violations: Using placeholder information might violate data protection and privacy regulations in certain areas since it can potentially lead to the mishandling of personal information.

  • Security audit and monitoring challenges: Placeholder information can complicate security audits and monitoring efforts because it introduces ambiguity and challenges in tracking real activity. Security incidents might be more difficult to detect and respond to when non-standardized or fake contact details are used.

  • Data redundancy and clean-up issues: Over time, relying on placeholder information might lead to a buildup of redundant, outdated, or trivial data. This makes cleaning up and managing data more challenging, increasing the risk of accidentally deleting critical records during cleanup.

  • Employee training and awareness: Placeholder information might confuse employees, especially new hires, leading to mistakes. Proper training and awareness are crucial to ensure employees understand the risks associated with placeholder information.

Update customer and location records

When you need to edit billing information, update your customer records:

• Mark a customer as Do Not Service

• Set tax exempt status on a customer record

• Sync tax exempt status on customer and location records

• Enter military and diplomatic addresses

• Add notes, media, and file attachments in ServiceTitan

When you need to edit service location information, update your location records:

• Add equipment to a service location without invoicing the customer

• Add notes, media, and file attachments in ServiceTitan

When you need to edit contact details, update your customers' contact methods:

• Set notification preferences for customers

• Update customer contact methods

Manage customer and location records

Keep your customer and location records up-to-date:

• Manage customer relocation

• Move a construction-built home to a residential homeowner

• Move a construction build to a commercial business owner

Manage duplicate or accidental customer and location records:

• Merge and unmerge duplicate customer and location records

• Change the customer on an existing location record

See what changes were made on a customer or location record:

• Use the audit trail on customer and location records

What you can do from customer and location records

Efficiently manage tasks from customer and location records:

• Use property data

• Manage stored customer payment methods

• Send customer statements

• Sell memberships from the office

• Edit customer memberships

• Create a service agreement

• Manage recurring services

• Create a project

Contact Management

Efficiently manage contacts with a centralized, organized view that helps you quickly find, update, and streamline communication and workflows across all records.

• Manage contacts from Contact Hub

• Manage contacts from customer and location records

• Manage contact associations with customers and locations

• Create a contact record

• Understand contact labels

• Manage contact labels

For more, see Contact Management

Troubleshooting and FAQ

Troubleshooting

Check out the top five troubleshooting articles for customer and location records. Each article provides a clear, step-by-step solution.

• Can I delete a customer or location record, or only deactivate it?

• What is the process for exporting a list of customers to Excel in ServiceTitan?

• What is the recommended workflow for transferring a membership to a new customer profile when merging locations?

• Customer profile shows incorrect available credit

• Move portion of customer payment to customer profile

FAQ

Check out the top five most frequently asked questions for customer and location records:

• Can I merge duplicate customer records?
  Yes, you can merge duplicate customer records in Settings  > Tools > Merge Customers. For detailed steps on how to do this, see Merge and unmerge duplicate customer and location records.

• Can I merge duplicate location records?
  Yes, you can merge duplicate location records in Settings  > Tools > Merge Locations. For detailed steps on how to do this, see ​​Merge and unmerge duplicate customer and location records.

• What should I do if a customer moves from one location to another?
  Follow the steps in our Manage customer relocation article to ensure the relocation is handled correctly.

• Can I move a location record from one customer to another?
  Yes. For detailed steps on how to do this, see Change the customer on an existing location record.

• Can I book a job from a customer record?

  No, you can only book jobs from location records. This is because location records represent the service location where the job is performed.

For more, see Customer and Location Records FAQ.