Update customer contact methods

Overview

Update customer contact methods when you learn an existing customer’s phone number, email address, or fax number has changed. You can also add new or additional contact methods. This helps you keep your records up-to-date in ServiceTitan.

Things to know

• If you need to add a non-mobile phone number, you can click the Mobile icon and then select Phone to quickly switch the type.
  

• While you're on the phone with a customer, if you're actively performing tasks for another customer your call may link to the other customer. This is because calls pick up on your last movement in ServiceTitan. To prevent this from happening, make sure you close any unnecessary tabs or only perform tasks for the customer you're currently on the phone with.

• You can add multiple phone numbers to a customer profile by editing the customer record.

• You cannot make international calls through ServiceTitan, so customer records should not list international numbers as a contact method.

Best practices

• The best time to ensure a customer's contact methods are up-to-date is during call booking. This is because while you’re on the phone with the customer, you can ensure you’re getting accurate information.

• 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  • Data integrity and accuracy: Placeholder information can lead to inaccurate and outdated records.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 contact methods

1. Search for and open the customer or location record associated with the contact method you want to update.

2. In the side menu, click Edit next to Contact Methods.

3. On the Edit Contact Methods screen that opens, update or add the phone number, email address, or fax number that’s changed or new.

   Note: If you remove or replace the phone number from a customer's contacts, the removed or replaced number will no longer link to their record when they call in the future.

4. (Optional) If needed, you can also update the customer's notification preferences.

   Note: Account configuration is required to update notification preferences for customers. Please contact Technical Support for details.

5. When finished, click Save.

If you’re updating a contact method that exists in multiple records, you can sync your changes to the other records that contain that contact method. This saves you time from having to manually update the contact method in multiple places.

If you’re syncing contacts to records that belong to a different customer, you’re prompted to confirm your changes before proceeding.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Modifying Customer Records

• Visit ServiceTitan Academy and enroll in Modifying Service Location Records

• See Customer and Location Records overview