Hot water system repair / replacement assessment Workflow

What does this workflow record at each stage of the job?

The workflow records the initial request details, the visit date and assigned plumber once booking is confirmed, and the plumber's assessment findings including fault found, tank and valve condition, recommendation, pricing options and photos. It then records the customer's decision to accept or decline the quote, the details of completed work including any new unit information and compliance certificate, and finally the customer's feedback rating and comments. Each of these is saved to the assessment record along with a status and timeline showing what has happened.

Who is involved in booking the site visit?

Office staff are assigned the booking task, with the due date set automatically based on the urgency selected on the original request. Urgent no-hot-water requests are due within 1 day, while standard requests are due within 3 days. The workflow waits for office staff to enter the visit date and assigned plumber before moving the record to Booked status.

Who completes the on-site assessment and how is it recorded?

The assigned plumber completes the assessment task on site, entering the fault found, tank and valve condition, their recommendation, pricing options and photos of the unit. The workflow waits for this task to be completed before saving these details to the record and setting the status to Quote Sent. This information then forms the basis of the quote emailed to the customer.

How does the customer accept or decline the quote?

The customer receives an emailed form summarising the fault found, recommendation, pricing options and price, with the option to Accept or Decline and add comments. Their response routes the workflow: an acceptance sets the status to Accepted and moves the job toward completion, while a decline sets the status to Declined and triggers a thank-you email. The customer's decision and any comments are saved to the record.

What happens once the work is completed?

Once the customer has accepted the quote, the plumber completes a work task recording what was done, details of any new unit installed, the temperature setting, completion photos and a compliance certificate where required. The workflow waits for this task before saving the details to the record and setting the status to Completed. A completion summary email is then sent to the customer, and each business should confirm its own record-keeping obligations regarding compliance documentation.

How is customer feedback collected after the job is finished?

Two days after the job is marked Completed, the workflow automatically sends the customer a feedback form asking for an overall satisfaction rating from 1 to 5 and any comments or suggestions. This gives the business a consistent way to capture customer sentiment after every completed job. The feedback responses are saved to the record for later review.

How do we change the urgency routing or task due dates?

The urgency routing and associated due dates can be adjusted by describing the change in plain English or by editing the relevant steps directly in the workflow editor. For example, the due date for urgent bookings or the routing conditions for urgency levels can be modified without a development project. Earlier versions of the workflow are kept, so changes can be reviewed over time.

Can the information requested in the assessment or work forms be customised?

Yes, the fields captured on the plumber's assessment task or the completion task, such as tank condition, pricing options or compliance certificate, can be adjusted by editing the workflow steps or describing the desired change in plain English. This allows the workspace to adapt the forms as their assessment or documentation needs evolve. Any published change takes effect the next time the workflow runs, without an installation step.

How can office staff track the status of all hot water assessment requests?

Each assessment request is created as a record with a reference number, a current status such as New Request, Booked, Quote Sent, Accepted, Declined or Completed, and a timeline of what has happened. Table views and dashboards display these records grouped by status, giving office staff and management a consistent view of where every job stands. Workspace activity is also logged for visibility across the team.