Customer Record Management

Purpose

Standards for creating and maintaining customer records in ServiceTitan to ensure clean, accurate data.

When to Use

Every customer interaction — new customer creation, updating existing records, and data quality audits.

Procedure

Creating New Customer Records

Required fields: First name, last name, service address (full), phone number, email.

Optional but valuable: Alternate phone, property type (residential/commercial), how they heard about us.

Verify the address is valid and within Spartan's service area before creating.

Check for duplicates before creating — search by phone and address.

If a duplicate is found, merge records rather than creating a new one.

Updating Existing Records

Verify customer info at the start of every interaction: "Is your address still [address]? Best phone number is still [number]?"

Update any changed information immediately.

Add relevant notes that help future interactions (access info, preferred communication method, property details).

If a customer moves, update the address but preserve the job history at the old address.

Data Quality Standards

• No incomplete records — every customer needs at minimum name, address, and phone.
• No duplicate records — search before creating.
• Notes should be professional and factual — they may be seen by the customer.
• Use standardized formats: full addresses (no abbreviations), 10-digit phone numbers.
• Tag customers properly: membership status, referral source, preferred tech, communication preferences.

Merging Duplicates

Identify the primary record (most complete, most recent job history).

Transfer all job history, notes, and invoices to the primary record.

Delete the duplicate record.

Verify the merge didn't lose any data.

Important Notes

• Clean customer data drives accurate reporting, effective marketing, and better customer service.
• A customer who calls back and has to re-explain everything has a bad experience.
• Monthly: Run a data quality check for incomplete records and duplicates.
• Customer data is confidential — handle per privacy standards.

Related SOPs

• Call Booking & Customer Lookup — using customer records during calls
• Reporting & Dashboard Navigation — reports rely on clean data