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.

CRM is in Early Access for Commercial customers. Reach out to your Customer Success Manager (CSM). They'll review the requirements and known limitations with you and can turn on CRM for your account.

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.

If any of your reports rely on the Next Follow Up Date from the old page, review them after CRM is turned on.

When CRM is turned on, your open unsold estimates come into CRM as opportunities. Sold estimates, and lead or opportunity history from outside CRM, aren't brought in. To review past sales, use your existing estimate reports. Bulk importing leads into CRM isn't available yet.

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.

CRM is currently designed for commercial customers, focusing on the workflows and features that support commercial businesses. We don't have a confirmed timeline for residential availability yet, but you can stay updated by checking our announcements and release notes.

If your company does both residential and commercial work, note that CRM is turned on for your whole account. It can't be limited to only your commercial work, so residential estimates and leads also flow into CRM. For this reason, CRM isn't currently recommended for accounts with mixed residential and commercial work.

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.

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.

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.