Garden maintenance service request Workflow

Why should we automate garden maintenance service requests instead of managing them by email and spreadsheets?

Manual handling of requests, quotes and visit notes across email threads and spreadsheets makes it easy to lose track of where a job stands. This workflow keeps every request as a single record with a reference number, a status and a timeline, so office staff and gardeners can see progress at a glance. It also reduces repetitive admin, such as sending acknowledgement emails or chasing quote responses, by handling those steps automatically.

What is the return on investment of using this workflow compared to handling requests manually?

The workflow removes manual steps such as drafting acknowledgement emails, tracking quote replies and typing up visit summaries, freeing office time for higher-value work. Because pricing, booking and visit details are captured directly on the record, there is less risk of details being lost between staff or forgotten before invoicing or follow-up. Over time this can reduce the administrative overhead per job, particularly as request volume grows.

How do we customise this workflow for our own garden maintenance business?

Any step can be adjusted by describing the change in plain English or editing it directly in the workflow editor, and earlier versions of the workflow are kept. For example, you could change the office pricing task's due date, add extra questions to the request or feedback forms, or amend the wording of any email. This makes it straightforward to adapt the workflow to your own pricing process or service offering without a development project.

Who is responsible for pricing the job, and what happens if it takes longer than expected?

Pricing is assigned as a task to the office, due in two days, and the workflow waits for that task to be completed before moving on. The person completing it enters the price per visit, what is included and the first visit date, all of which are saved to the record. Because the workflow waits on this step, the request stays visible on dashboards showing it is pending pricing until the task is done.

What happens when a customer accepts or declines the quote?

The workflow routes based on the customer's reply to the quote email: if they accept, the record status is set to Booked and a booking confirmation email is sent with the first visit date. If they decline, the status is set to Declined and a thank-you email is sent acknowledging their decision. Any comments the customer adds when responding are captured as part of that reply.

Who records what happens during the gardener's visit, and is there a deadline?

The gardener is assigned a task with no due date to record the work done, green waste removed, before and after photos, and any issues noticed. The workflow waits for this task before proceeding, so the record only moves to Visit Completed once these details have been entered. This information is then saved to the record and included in the work summary email sent to the customer.

When is the feedback survey sent, and what does it ask?

The feedback request is sent two days after the work summary email, giving the customer time to review the completed work. It asks for an overall satisfaction rating from 1 to 5 and any comments or suggestions. Because this is an emailed form, the customer's answers are saved to the record once submitted, without needing an account.

What information does the customer need to provide to submit a request, and do they need an account?

Customers submit a public request form with details such as their name, contact information, site address, services wanted, garden size, photos, access notes and whether pets are on site. They take part entirely through the public form and later through forms emailed to them, with no account required at any stage. Their submission becomes the record that is tracked through the rest of the workflow.

How is the status of each request tracked from intake to completion?

Each request record moves through defined statuses, including New Request, Declined, Booked and Visit Completed, as the workflow progresses. These statuses, along with the record's timeline, are visible in table views and dashboards so staff can see the current stage of every job. Workspace activity related to the record is also logged for reference.