Setting up for success

Welcome to ServiceTitan’s Commercial Playbook—an aggregation of best practices from across the industry, written purposely for your Commercial business. In this playbook, you’ll learn all the key tips and tricks (what we call “best practices”) needed to take your business to the next level.


Account Setup Workflow

Workflow at a birds eye view

Once a company has identified an ICP, created a plan for departments and has an idea of what positions are needed on the team, what next? 

Setting up a customer’s account, if done correctly, makes finding information and tracking Jobs quick and easy. If not … 

“We ran into a major issue at an apartment complex,” Gonzales said. “Tracking down the right invoice with all the information we needed was beyond frustrating. We had three people searching through no less than 100 invoices trying to find the one tied to the apartment having the issue. Three people spent almost 10 hours looking for this one invoice. I knew there had to be a better way.”

There is. When creating a new commercial customer account, set it up to be easily trackable within ServiceTitan, starting on the billing side, by collecting the following information:

  • Billing Location Name: 

  • Billing Address:

  • Accounts Payable contact:

    • Name

    • Email

    • Phone Number

  • Do they require a PO?

  • Do they have a standard NTE?

  • Who is approved to book work?

  • Who can approve estimates? 

  • Are they billable?

    • Net 15

    • Net 30

    • Net 45

Having a software that makes this information easy to see and track is imperative for handling large commercial accounts. ServiceTitan allows you to track the required information and communicate with the entire team what the customer needs. 

Every time a customer calls, their information will appear on the booking screen, allowing the CSR booking to easily collect required information.

Including the store number/apartment number in the location name allows your team to track all work done, correspondents, estimates and equipment at these locations. Once this information is collected you are ready to book your first work order. 

With commercial businesses, one location can have multiple bill-to contacts. Example: One vendor will be responsible for the fire protection equipment and another will be responsible for the water heater at a single restaurant location. 

Keeping this straight can be a challenge. Making sure the correct bill-to is used keeps your customer from losing trust in your services.  ServiceTitan makes it easy for CSRs to be certain they have the right account. We recommend a tag to identify the commercial vendor and a pinned note.

Here are some helpful links for more information:

Key information to include:

  • Is the customer COD or billable? 

  • Who is the correct bill-to?

  • What are the billing terms?

  • Have there been billing issues in the past (slow to pay, no payment received)?

  • Is there a credit hold?

ServiceTitan allows you to track terms and  add a custom field, a tag and/or a pinned note. It also allows you to remove the ability to book a Job for the customer until they have brought their account current. 

Creating a Project

Need a way to combine multiple work orders into one invoice? Creating a project will allow you to see all invoices, PO’s, materials cost, payments and balance due associated with the project. Here is how to do this in ServiceTitan.

Creating a Project

Table of Contents