CRM transforms your sales operations by unifying every stage of the opportunity journey, such as estimates, service agreements, projects, jobs, and more, into one seamless platform. Built for sales reps, managers, and business owners, it replaces spreadsheets and disconnected tools with a single, cohesive system that automates workflows and accelerates deal closures. With trade-specific features tailored to the ServiceTitan experience, CRM helps you reduce missed revenue, stay organized, and close more deals faster and smarter.
Note: This feature is currently in Early Access and is subject to change. If you want to enable this feature for your account, reach out to your Customer Success or Implementation Manager.
Setup
What you need to get started
Ensure these requirements are in place before enabling CRM.
Your primary business focus is Commercial Service and Replacement work.
You are on The Works package or higher.
You have Contact Management enabled for your account (not required, but it is highly recommended). If not, contact your Customer Success Manager (CSM).
You are fully live on ServiceTitan and have established Business Units, Zones, technicians, and employees.
You are actively using estimates and/or Service Agreements within ServiceTitan.
You are open to providing feedback and recognize that this feature is in Early Access, so you may experience instability or other limitations before its general release.
How to use it for your business
ServiceTitan CRM helps you:
Surface every opportunity: Automatically convert technician field findings into sales opportunities so no potential revenue goes unnoticed or falls through the cracks.
Manage your full pipeline in one place: Get a real-time view of all deals across jobs, service agreements, and projects, from prospect to close, without juggling spreadsheets or disconnected tools.
Create, quote, and close faster: Build estimates and proposals directly within the CRM and convert them into jobs, projects, or service agreements without switching platforms.
Keep your team aligned and accountable: Assign tasks, log calls, emails, and notes, and track every follow-up so nothing gets missed and everyone stays on the same page.
Make smarter decisions with reporting: Give sales leaders clear visibility into pipeline health, team performance, and key KPIs to coach effectively and forecast with confidence.
Connect your entire sales workflow: From inbound leads (including Convex integrations) to outbound follow-ups, manage every step of the sales process in a single, purpose-built platform designed specifically for the trades.
Key workflows
View and manage Leads
View and manage all leads in one unified CRM workspace to track progress, prioritize next steps, and convert them into opportunities more efficiently.
View and manage Opportunities
Create, track, and close opportunities in the job, service agreement, and project pipelines.
Track all tasks
Stay on top of your to-dos by assigning tasks to your leads and opportunities.
Insights & Metrics
Track sales performance, including high-level data points, activity trends, team and individual metrics, all without the need for custom reporting.
FAQ
Check the most frequently asked questions regarding ST CRM.
What's the relationship between the new CRM and estimates?
You can link multiple estimates to an opportunity in CRM. The status of that opportunity in your pipeline reflects the value and status of its linked estimate(s). Additionally, if an estimate (or Service Agreement) is created outside CRM, ServiceTitan automatically creates a new opportunity for it, ensuring all opportunities and estimates are managed in one place.
What happens to Follow Up > Unsold Estimates?
You'll be redirected to the new CRM Opportunities page instead of the old Opportunity Follow-Up page. We consolidated follow-up workflows into the CRM so you can manage opportunities and unsold estimates in one place with improved filters and action tools.
How does the Findings workflow interact with opportunities?
In CRM, the Plays page lets you enable some automations to create new opportunities. One of these is a Findings play. Once enabled, any new finding logged by your technicians out in the field is automatically created as a new opportunity in CRM and linked to that finding.
I am a residential customer. When can I get this?
The current private preview is designed for commercial customers, focusing on workflows and features that support commercial businesses, such as opportunities rather than leads. We don't have a confirmed timeline for residential availability yet, but you can stay updated by checking our announcements and release notes.
What is the difference between a Lead and an Opportunity?
In CRM, a Lead is an unqualified prospect that is not yet a customer. In contrast, an Opportunity is a qualified deal object within the sales pipeline that is tied to an existing customer. A Lead can be converted to a customer and an opportunity.
What is win probability?
Win probability is a measure of confidence about whether an opportunity will actually close. The earlier an opportunity is in the pipeline, the less likely it is to convert. You can find the probability in the Opportunity drawer > Overview tab.
How does CRM interact with Convex?
When your integration with Convex and CRM is set up, you can send a Target from Convex to CRM as a new opportunity. If you are using both CRM and Convex and are interested in setting up the integration, please reach out to your CSM for more details.