Customer remote/key handover register Workflow

What does this workflow record for each handover?

Each handover becomes a record with a reference number, capturing technician and customer details, site address, product, remote and key counts, serial numbers or codes, keypad code, photos, and handover date from the request form. As the record progresses, its status updates through Awaiting Acknowledgement, Query, or Handed Over, and the timeline logs each step including the customer's receipt confirmation and any office resolution notes. This gives staff a single place to review what was handed over and how the handover was confirmed.

Who is involved in the handover process?

A technician submits the initial handover details through the request form. The customer is emailed a form to confirm receipt of the items, without needing to create an account. If something is reported missing, an office team member is assigned a task to investigate and resolve the query, and their resolution notes are saved to the record.

What happens if the customer reports something missing?

When the customer indicates something is missing on the acknowledgement form, the workflow sets the record status to Query and creates a task for the office, due in 2 days, to investigate and resolve the issue. The workflow waits for this task to be completed, and the resolution notes entered by the office are saved directly to the handover record. Once resolved, the status moves to Handed Over and a final confirmation email is sent to the customer.

What happens if the customer confirms all items were received?

If the customer confirms all remotes and keys were received, the workflow routes past the query steps directly to setting the status to Handed Over. A final confirmation email is then sent to the customer summarising the remotes and keys on record and how to report a lost item in future. The office is only involved if items are reported missing.

How do we change this workflow to suit our business?

A workspace can adjust the workflow by describing the desired change in plain English or by editing its steps directly in the workflow editor, such as changing the office task's due date or the wording of customer emails. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed. This makes it straightforward to adapt the handover process as requirements evolve without a development project.

Does the customer need to create an account to confirm receipt?

No account is required; the customer receives an emailed form listing the items handed over and simply confirms receipt or reports something missing, along with optional comments. This response is saved to the handover record as part of the workflow. The same approach applies to the final confirmation email, which is sent directly to the customer's inbox.

How is the handover status tracked across multiple customers and sites?

Every handover submission creates its own record with a status of Awaiting Acknowledgement, Query, or Handed Over, visible in table views and dashboards. This allows office staff to see at a glance which handovers are pending customer confirmation, which have open queries, and which are fully finalised. Workspace activity is logged, supporting oversight across technicians, sites, and customers.

What information does the office see when resolving a missing item query?

The office task for resolving a missing item query is linked to the handover record, giving the assigned team member access to the original handover details including remote serial numbers, key counts, and photos submitted by the technician. The office member enters how the query was resolved, and this is saved to the record before the status moves forward. Each business should confirm its own record-keeping requirements for handling these resolutions.