This guide covers how to identify and act on upsell opportunities in Terial by flagging Work Items as "Needs Attention" during service visits, using the Upsell Work filter, and creating follow-up tickets or CRM opportunities from flagged items.
Video Tutorial: Watch this short video to master How To: Identify Upsell Opportunities.
Identifying Upsell Opportunities in the CRM
Terial makes it easy to identify upsell opportunities by flagging which Service Tickets have Work Items marked as "Needs Attention" — helping your team uncover expansion potential directly from the field.
Best Practice: Field Tech Walkthroughs
Just like a mechanic performing an oil change may notice worn brakes, Terial recommends that Service Technicians perform a quick walkthrough of the roof section they're working on to check for any additional repair needs.
If additional issues are identified:
Add them as new Work Items to the current Service Ticket
Mark each item as “Needs Attention” and include photos for clarity and documentation
When collecting the Customer Signature, review the additional findings and ask whether they'd prefer the team to address them immediately or schedule a follow-up visit.
This approach ensures no issues go unnoticed, builds trust with your customer, and creates opportunities for future work.
Step-by-Step Instructions
Step 1: Add a Work Item and Mark as Needs Attention. When on a job, add a Work Item for any additional issues found during the walkthrough. Mark it with the "Needs Attention" flag to indicate it may warrant a future visit.
Step 2: Toggle On "Upsell Work" View.
In the Service Tickets table, toggle on "Upsell Work" to filter for tickets with flagged Work Items that need attention.
Step 3: Follow Up to Book New Work. Click into the Service Ticket to review any Work Items marked as "Needs Attention." Reach out to the customer to confirm next steps and schedule a new service visit based on the additional work identified.
Step 4: Create a New Service Ticket from the Existing Ticket. From the original ticket, select "Create New Ticket" to carry over the Work Items marked as "Needs Attention." This ensures the new visit is properly scoped and tracked without losing context from the original job.
Step 5: Mark Upsell Opportunity as Addressed. With "Upsell Work" toggled on, click the checkmark once the upsell opportunity has been addressed to remove it from the Upsell filter.
Note: This removes the ticket from the Upsell Work filtered view, but the checkmark will remain visible when the toggle is off for historical tracking.
💡 Pro Tip: Log this as a potential upsell by creating a new Opportunity in the Service Pipeline (see the Managing Opportunities in the CRM article), helping you track conversion rates and team performance.
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