CRM & Tools~12 min

Lead Tracking & Pipeline Management

Purpose

How sales reps track leads through the sales pipeline in ServiceTitan from initial contact to close.

Ongoing — every lead that enters the system should be tracked through its lifecycle.

New Lead: Just entered the system — needs first contact.

Appointment Set: In-home visit is scheduled.

Estimate Presented: Options presented to the customer.

Follow-Up: Customer is thinking about it. Active follow-up in progress.

Sold: Customer approved an option. Job scheduled or in progress.

Lost: Customer declined or went with a competitor. Log the reason.

Nurture: Long-term lead — not ready now, may be in the future.

Review your pipeline daily — what needs follow-up today?

Move leads through stages as they progress. Don't let leads sit in the wrong stage.

For each "Follow-Up" lead, have a specific next action and date.

For "Lost" leads, log the reason: price, timing, competitor, scope, or customer changed mind.

"Nurture" leads get monthly touchpoints via automated or manual outreach.

Sales managers review pipeline reports weekly.
Key metrics: lead-to-appointment rate, appointment-to-estimate rate, close rate, follow-up conversion.
Stage aging: How long are leads sitting in each stage? Stale leads need attention.
Revenue forecast: Sum of pending estimates gives a revenue pipeline projection.

No leads in "New" status for more than 48 hours — follow up or disqualify.
No estimates in "Follow-Up" for more than 30 days without a contact attempt.
"Lost" and "Nurture" classifications should be honest — don't move leads to Lost just to clean the board.

Your pipeline is your paycheck. Managing it well means you always have deals in progress.
Consistent pipeline management also helps leadership forecast and plan.
Data quality matters — incomplete or inaccurate pipeline data leads to bad decisions.