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.


Custom Fields

There are important things your business will want to track and report that do not have fields natively in ServiceTitan. Custom fields solve that problem. These powerful options help you capture key information. Below is a suggested list of custom fields specific to commercial services. 

At Albuquerque Plumbing, Gonzales employs several, including Customer P.O., Customer Work Order, and Bid Number or Proposal Number, Permit Number and more. 

“Those custom fields allow us to have that information right there on the invoice,” she said. “It allows our CSRs to be able to look for it in the search.

“What does that do? That increases our customer service. It increases efficiency for our customers so they're not having to track things down. It speeds up the entire process.” 

Customer PO#

Where: Job Record / Job Ticket on the call booking screen

Why: Commercial customers regularly supply a PO number to be tied to the work performed,  and require that PO number be present not only on the invoice but also on paperwork or in portals. Adding this custom field to the job record ensures the technician sees this information and can use it accordingly. 

Note: For the customer PO#to show on the invoice, book the job first, then on the job page click the edit pencil and add the customer PO# in the customer PO field. 

Location Type

Where: Location Record

Example Options: Restaurant, Supermarket, Convenience Store, Medical Facility, Strip Mall, etc. 

Why: This information helps the dispatcher get the most qualified technician to the job, helps the technician fully understand what type of environment he will be working in, and allows reporting on the profitability of different customer types, how often you serve them, and provides greater business insight. 

NTE (Not To Exceed) 

Where: Job Record / Job ticket on the call booking screen/Location Record

Why: Enter the NTE amount for the specific job being run so that it is visible to the technician on the Job detail page in mobile. This ensures that the technician knows that any work over that amount needs to be submitted for approval before work can be done. When paired with the NTE tag, this becomes even more powerful.

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