HVAC customer handover and operating instructions Workflow

Why should we automate HVAC handovers instead of managing them by email and paper checklists?

Manual handovers often rely on scattered emails, printed checklists and phone calls to confirm rework or customer sign-off, which makes it hard to see where a job actually stands. This workflow keeps every completion detail, photo, decision and status change on one record with a timeline, so staff can check progress at a glance instead of chasing installers or customers. It also removes the need to manually resend instructions, since the customer review and thank-you emails are sent automatically at the right step.

What is the business case for adding a supervisor quality check before customer handover?

The supervisor walkthrough step gives the business a documented checkpoint before a job is presented to the customer, recording whether it's ready for handover or needs rework along with a rework list. If rework is needed, the workflow automatically sets status to Rework, assigns the installer task, and routes back to the supervisor for re-inspection once work is done. This creates a repeatable quality gate without requiring a separate inspection system.

How does the customer review and accept/issue loop work?

Once the supervisor confirms the job is ready, the workflow sets status to Customer Review and emails the customer the system, operating, filter cleaning and care details, asking them to accept the work or report an issue. If the customer reports an issue, status moves to Customer Issue and a supervisor task is created to resolve it with photos, after which the workflow returns to the customer review step for re-approval. If the customer accepts, the workflow proceeds directly to the handover completion steps.

Who is involved in running this workflow day to day?

Supervisors are assigned the job walkthrough task and, if needed, the customer issue fix task, both of which the workflow waits for before proceeding. Installers are assigned the rework task when the supervisor flags issues. Customers take part entirely through emailed forms — the review form and the feedback survey — without needing an account.

Can we customise the request form fields or the customer-facing messages?

Yes. A workflow can be changed by describing the desired change in plain English or by editing its steps directly in the workflow editor, and earlier versions are kept so changes can be reviewed. This applies to the completion form fields, the wording of customer emails, and the feedback survey questions.

What happens to the photos and instructions captured during the job?

Before and after photos, operating instructions, filter cleaning instructions, service interval, care instructions and warranty period are captured on the request form and saved to the handover record. Rework photos and issue-fix photos entered on their respective tasks are also persisted to the record, since the workflow waits for those tasks to complete. This keeps a complete visual and written record of the job accessible from the record's timeline.

How does the two-day wait before the feedback survey benefit the business?

Waiting two days after the handover before sending the feedback survey gives the customer time to actually use the system and operating instructions before being asked to rate their experience. This is designed to produce more considered feedback than a survey sent immediately at handover. The survey itself asks for an overall satisfaction rating (1-5) and comments, which are saved to the record.

How do we track how many jobs are stuck in rework or awaiting customer review?

Each handover is a record with a status — such as Final Check, Rework, Customer Review, Customer Issue or Handed Over — and table views and dashboards show records grouped by status. This makes it straightforward to see, at any point, how many jobs are waiting on installers, supervisors or customers. Workspace activity is also logged, supporting a clear audit trail of who did what and when.

Does this workflow help with warranty or service-record compliance?

The workflow records key details such as warranty period, service interval, care instructions and the customer's acceptance decision on the handover record, along with a timeline of statuses and task outcomes. This creates a useful reference for future service calls or warranty queries, but each business should confirm its own compliance and record-keeping obligations independently.