Door installation / repair request Workflow

What does this workflow record at each stage of a door request?

Each door request is created as a record with a reference number, a status, and a timeline of events. The workflow records the visit date and assigned carpenter once office booking is completed, and the carpenter's work details, materials used, before and after photos, and outcome once fieldwork is finished. Status changes such as New Request, Booked, Completed, Further Work Required, and Unable to Complete are also tracked on the record, along with any feedback submitted by the customer.

Who is involved in booking and carrying out the work?

Office team members are assigned the booking task, where they set the visit date and assign a carpenter, with the due date determined by the urgency selected on the original request. The assigned carpenter then completes a work task capturing what was done, materials used, and photos. Customers are kept informed by email at each key milestone without needing an account.

How does urgency affect the booking process?

When a request is submitted, the workflow routes the booking task based on the Urgency field selected on the request form. Urgent requests are booked within 1 day, while Standard requests are booked within 3 days, and other cases follow the default booking path. This routing determines the due date on the office booking task, helping prioritise time-sensitive jobs.

What happens after the carpenter completes fieldwork?

The carpenter's task records the work done, door and hardware details, materials used, before and after photos, and the overall outcome, all of which are saved to the record. The workflow then routes handling depending on whether the outcome was Completed, Further work needed, or Unable to complete. Each outcome triggers a different status update and a tailored customer email describing next steps.

How do we change this workflow if our process differs?

A workflow can be adjusted by describing the desired change in plain English or by editing individual steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed. This makes it possible to adjust booking timeframes, task assignments, or messaging as business needs evolve.

What happens when a job needs further work or cannot be completed?

If the outcome is Further work needed, the status is set to Further Work Required, the customer is emailed the findings, and a task is created for the office to prepare a quote within 2 days. If the outcome is Unable to complete, the status is set to Unable to Complete and the customer is emailed the findings directly. Both paths keep the customer informed while giving office staff a clear next action.

How is customer feedback collected after a job is completed?

Once a job is marked Completed and the customer has received an email summary of the work, the workflow waits two days before sending a feedback form. This form asks for an overall satisfaction rating from 1 to 5 and any additional comments, which are then saved on the record. This provides a documented record of customer sentiment tied to each specific request.

Do customers need an account to submit or track a request?

No account is required at any stage. Customers submit their initial request through a public request form, and all subsequent communication, including visit date confirmations, completion summaries, and feedback requests, is sent directly to their email address.

What information is captured on the original request form?

The request form collects the customer's full name, email address, mobile number, and site address, along with job details such as door type, number of doors, description, and photos. It also captures preferred visit times and urgency, which are used to shape the booking process that follows.