Purpose
Step-by-step procedure for booking a service call in ServiceTitan to ensure all required information is captured accurately.
When to Use
Every time a CSR books a new service call — whether from an inbound call, web lead, or third-party platform.
Procedure
Step 1: Customer Lookup
Search ServiceTitan by phone number first, then address if no match.
If existing customer: verify name, address, and phone are current.
If new customer: create a new customer record with all required fields.Step 2: Required Information
Collect and enter all of the following:
Customer name (first and last).
Service address (verify it's within Spartan's service area).
Phone number (primary and alternate if available).
Email (for estimate delivery and follow-up).
Job type: Select the appropriate category — Demand/Service, Maintenance, or Estimate.
Job description: Detailed description of the customer's issue in their words. Include symptoms, duration, and any specifics.
Access notes: Gate code, dogs, parking instructions, which door to use.
Scheduling preference: Date and time window the customer prefers.Step 3: Schedule the Appointment
Check the dispatch board for available time slots.
Book into the appropriate time window — don't overbook.
Assign to the correct zone/area based on the service address.
For emergencies: prioritize and slot into the earliest available window (see Emergency Call Triage).
For multi-day jobs: coordinate with the scheduler (see Multi-Day Job Scheduling).Step 4: Confirm with the Customer
Read back the appointment date, time window, and service address.
Confirm the dispatch fee: "$[X] diagnostic fee, waived if you proceed with work."
Explain what to expect: "Our tech will call 20-30 minutes before arrival."
Provide Spartan's phone number in case they need to reschedule.Step 5: Post-Booking
Verify the job record is complete in ServiceTitan.
Add any special tags (membership, referral source, campaign code).
If the customer mentioned specific equipment or materials, note it so the tech can prepare.Important Notes
- Incomplete booking records cause delays and confusion. Fill in every field.
- Double-check the service address — wrong address = wasted trip.
- If the customer is a renter, confirm they have authorization from the property owner for the requested work.
- All bookings must go through ServiceTitan — no side scheduling via text, email, or phone calls to techs.
Related SOPs
- Inbound Call Handling Script — call flow leading to booking
- Dispatch Board Management — managing the dispatch board
- Emergency Call Triage & Prioritization — emergency booking priority
