Job completion and customer sign-off Workflow

What happens if the customer reports an issue instead of signing off?

The record status updates to Issue Reported and a task is assigned to the supervisor, due in 2 days, to review the customer's comments and record rectification work and photos. Once the supervisor completes that task, the rectification details are saved to the record and the job is automatically sent back to the customer for another sign-off request.

Can this handle multiple rounds of rectification if the customer isn't satisfied the first time?

Yes, the sign-off cycle can restart up to 2 times, so if the customer reports another issue after rectification, the supervisor task and sign-off request repeat. This keeps a clear timeline on the record of each round of rectification and each customer decision.

What if the customer doesn't respond to the sign-off form?

The workflow waits at the sign-off step until the customer responds, so the record stays at Awaiting Sign-off status until a decision is entered. Since customers receive the form by email and don't need an account, staff can follow up directly using the contact details already on the record.

Who is responsible for each step in this workflow?

The technician submits the initial job completion request, the customer completes the sign-off and feedback forms, and the supervisor handles the rectification task if an issue is reported. Accounts is assigned a fire-and-forget task to issue the invoice once sign-off is confirmed, which they can complete without holding up the rest of the workflow.

Does the accounts invoicing task hold up the rest of the workflow?

No, the Accounts Invoice Task is fire-and-forget, meaning the workflow moves on to the two-day wait and feedback request without waiting for accounts to complete it. The invoice reference entered by accounts is recorded on the task itself, and is visible in the record's task list.

Can the wait time before requesting feedback be changed?

Yes, the two-day wait before the feedback request can be adjusted by describing the change in plain English or editing the step directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

What information does the customer see on the sign-off form?

The sign-off form shows the customer the work completed, any defects or exclusions, and the completion date, then asks them to confirm the work is complete or report an issue, along with their name and any comments. This gives the customer the context they need to make an informed decision without contacting the technician directly.

What if we want to send the sign-off request by SMS instead of email?

SMS is built into the platform alongside email, so the sign-off, thank-you and feedback messages could be adjusted to use SMS if that fits a workspace's process better. This can be set up by editing the relevant step in the workflow editor or describing the change in plain English.

How is job progress tracked from start to finish?

Each job completion is its own record with a reference number, a status such as Awaiting Sign-off, Issue Reported or Signed Off, and a timeline showing what happened at each step. Table views and dashboards let teams see all jobs grouped by status, and workspace activity is logged for reference.

Can we customise what information is captured on the job completion or feedback forms?

Yes, the fields on any form in this workflow, including the initial job completion request and the feedback survey, can be changed by describing the update in plain English or editing the form directly in the workflow editor. Any business should confirm what information it needs to capture to meet its own record-keeping requirements.