Coming Soon with ST-81 release
Overview
Create, track, and close opportunities in the Project Pipeline directly in CRM to manage all pre-sales and sales workflows in one place. The guide includes the following workflows:
Who uses this feature
Administrators, managers, sales managers, and customer service representatives (CSRs)
Primarily benefits Commercial Service and Replacement business types
Applies to all trades
Feature configuration
This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, reach out to your Customer Success Manager (CSM).
Things to Know
When all estimates in the opportunity are marked Sold or Dismissed with at least one Sold estimate, the opportunity stage moves to Closed Won.
If all estimates are marked Dismissed, the opportunity stage moves to Closed Lost.
Each project opportunity in the field gets its own opportunity in CRM. The project groups those opportunities together.
Opportunity value, Estimated Labor Hours, and stage reflect only the linked project opportunity, not the whole project. Selling or dismissing one deal doesn't change the others under the same project.
Opportunities under the same project share the same name. Use the project details on the Opportunity drawer to tell them apart.
Step 1: Create an opportunity
To start with the pre-sales process, manually create an opportunity.
Go to the navigation bar and click CRM > Opportunities.
On the Opportunities screen, click + Create Opportunity.
On the Create Opportunity drawer that opens, fill out the following fields:
Opportunity Name: Type the name of the opportunity.
Pipeline: Select among the Job, Service Agreement, or Project pipelines.
Opportunity Owner (optional): Select the employee responsible for closing the deal and guiding it through the sales process.
Note: If you select an owner, ServiceTitan sends them an Opportunity Assigned notification by web, mobile push, or email, based on their notification preferences.
Customer (optional): Select a customer for whom you are creating the opportunity.
Location (optional): Select a location associated with the customer.
Ballpark Value (optional): Type the initial estimate value that is subject to change.
Estimated Close Date (optional): Select a date you expect the opportunity to close.
Business Unit (optional): Select a business unit to which the opportunity is assigned.
Estimated Start Date (optional): Select a preliminary project start date before the formal proposal.
Estimated End Date (optional): Select a preliminary project end date before the formal proposal.
Estimated Labor Hours (optional): Enter the preliminary labor hours before the formal proposal.
Summary (optional): Enter a brief description of the opportunity.
When finished, click Save.
The Opportunity created message appears, letting you know that the new opportunity has been added. It is in the New stage in the Project pipeline.
When you create a project from a customer or Location Record and build an estimate for that project, an opportunity is automatically created for you and appears in the Opportunities screen. The opportunity is in the Propose stage and includes links to the project and the estimate.
When you duplicate an estimate and select Create New Opportunity, select Project as the opportunity type to create the opportunity directly in the Project Pipeline. If you duplicate a project estimate, Project is selected for you.
If the project has more than one project opportunity, each one gets its own opportunity in CRM. A project with a $50,000 HVAC opportunity and a $20,000 plumbing opportunity appears as two records, not one $70,000 record.
Note: Projects that already have an opportunity in CRM keep their existing behavior, with all project estimates under that one opportunity. Only projects created without one get an opportunity per project opportunity.
Step 2: Add an estimate to opportunity
After you confirm the lead details, you can manually move it to the Qualify stage. In Qualify, you might review customer and location details, gather information, and assess the opportunity. In the context of the Project pipeline, adding an estimate automatically moves the opportunity to the Propose stage.
Click the opportunity to open it.
On the Opportunity drawer that opens, click +Add Estimate.
Follow the steps to continue the estimate creation.
After you create the estimate, it appears under the Quotes section of the Opportunity drawer, and the opportunity automatically moves to the Propose stage.
Note: The Estimated Labor Hours are pulled from the estimate with the highest value. When you update the estimated labor hours on the Estimate page, the opportunity updates simultaneously.
Tip: You may leave an opportunity in Propose while you create multiple estimates and wait for the customer's feedback. Move the opportunity to the Follow Up stage when you do outreach to follow up with the customer and close the deal.
Step 3: Add project to opportunity
You can add a project from the opportunity after selling an estimate or multiple estimates on the opportunity.
One estimate workflow
Click the opportunity to open it.
On the Opportunity drawer that opens, click +Add Project.
From the pop-up that opens, check the project value and Sold By, and click Sell & Add Project.
The Estimate sold and opportunity won message appears with falling confetti, letting you know that the opportunity moved to Closed Won.
Click the Project Name or View Project Details to open the project in a new tab.
Multiple estimates workflow
When one project opportunity has multiple estimates, they all appear on the same opportunity in CRM, and you can sell a subset, keep the rest open, or dismiss them. Estimates belonging to a different project opportunity appear on that opportunity instead.
On the Opportunity drawer that opens, click +Add Project.
From the pop-up that opens, select the estimates you want to sell, then select the Sold By.
Select Dismiss all other estimates, to dismiss the rest of the estimates.
When finished, click Sell & Add Project.
The opportunity moves to the Closed Won stage, and the project is added to it.