Why Your CRM Setup Matters
For home service companies, your CRM (Customer Relationship Management) system isn’t just a contact list—it’s the foundation of your operations. ServiceTitan offers one of the most powerful CRMs in the industry, but only if it’s set up properly.
A messy CRM can lead to:
Missed appointments Duplicate customer records Ineffective marketing Inaccurate reporting
This guide is built for new ServiceTitan users who want to start strong and avoid the data chaos that can creep in over time.
Step 1: Understand the Structure of ServiceTitan’s CRM
Before entering any data, it’s important to understand how ServiceTitan organizes customer information:
Customer Accounts: The umbrella record that stores contact info, service history, and preferences. Locations: Each address linked to a customer (great for landlords or property managers). Jobs: The specific work completed at each location. Invoices, Estimates, and Memberships: Tied to the job or location under the customer.
Best Practice: Use one customer account per billing contact. Multiple properties = multiple locations, not multiple accounts.
Step 2: Clean Up Existing Data Before Importing
If you’re importing from another CRM, spreadsheet, or invoicing system:
Deduplicate your records before importing Make sure emails and phone numbers are formatted consistently Separate first and last names Normalize naming conventions for addresses and service descriptions
Pro Tip: Use a tool like Excel or Google Sheets to clean up data before import. Avoid special characters and make sure every row is complete.
Step 3: Create Customers the Right Way
When entering customers manually:
Go to Customers > Add New Customer Fill out: Full Name (use real names, not nicknames) Primary Phone & Email Marketing Source (crucial for ROI tracking) Tags (e.g. VIP, Repeat Customer, No Texting) Click Add New Location Enter service address with correct zip/postal code Add gate codes, access instructions, etc. in the Notes section Save and review
Best Practice: Use consistent formatting for names, emails, and phone numbers to avoid duplicates later.
Step 4: Set Up Customer Tags and Campaigns
Tags allow you to label customers based on behavior, preferences, or service history. Examples:
VIP (fast-track service) Warranty Work Membership Holder Do Not Email/Text
Set up your marketing campaigns in Settings > Campaigns so you can tag new customers to their original lead source.
Pro Tip: This data becomes critical later when tracking conversion rates and marketing ROI.
Step 5: Encourage Field Techs and CSRs to Capture Data
Train your team to always confirm or collect:
Email address Secondary contact number Preferred contact method How they heard about you (if not already tagged)
The more accurate your data at the front end, the more effective your marketing, reporting, and service follow-ups will be.
Best Practice: Use call scripts or in-field forms to make this process part of your SOP.
Step 6: Perform Regular Data Hygiene
At least once per month, run a data audit:
Check for duplicate customer records Look for blank or incorrect fields Verify that new jobs are tied to the right location Merge duplicate contacts if needed (ServiceTitan offers a tool for this)
Pro Tip: Assign one admin to own CRM data quality—this is not a “set and forget” task.
Step 7: Leverage ServiceTitan’s CRM Features
Once your data is clean and complete, unlock CRM features like:
Marketing Pro Campaigns (email/text blasts to specific customer segments) Service Agreement Tracking Customer History Lookups Task Management for follow-ups and estimate reminders
With the right data foundation, ServiceTitan becomes a powerful engine for repeat business, upsells, and operational efficiency.
Final Thoughts
Setting up your ServiceTitan CRM correctly from the start is one of the most valuable things you can do for your home service company. Don’t treat it like a contact book—treat it like the profit-driving system it is.
Start with clean data. Maintain it with discipline. Use it with intention.
Need Help Getting Set Up Right?
Our team at Beacon Co. offers ServiceTitan CRM audits, onboarding, and done-for-you implementation.
