Job Handover to Customer Workflow

What happens if the supervisor finds outstanding items during the handover check?

The record status changes to Rectification and a task is created for the crew listing the outstanding items. Once the crew records the work done and rectification photos, the workflow returns to the supervisor check step to re-verify the job before moving on to customer handover. This loop can repeat as many times as needed until the supervisor marks the job ready.

What happens if the customer says something is missing on the handover form?

The record status changes to Customer Query, and a task is created for the supervisor to review the customer's comments and record how the query was resolved. Once the resolution is saved, the workflow sends the customer handover form again so they can review and confirm after the issue is addressed. This can repeat until the customer accepts the handover.

Can this handle a job where no items are outstanding at the first check?

Yes. If the supervisor marks the job ready to hand over on the first check, the workflow skips the rectification loop entirely and moves straight to sending the customer handover form. The crew task and its associated steps only run when items are actually flagged as outstanding.

What if the customer never opens or responds to the handover form?

The record stays at the Awaiting Customer status in the table view and dashboard until a decision is submitted, so the team can see at a glance which jobs are waiting on the customer. Since the customer takes part through an emailed form with no account required, staff can follow up directly using the contact details already on the record.

Who is responsible for each task in this workflow?

A supervisor performs the initial readiness check and later resolves any customer query; a crew member completes outstanding items during the rectification loop. Both tasks are assigned to workspace members, and the workflow waits for each one before moving to the next step, so nothing progresses until the assigned person records their result.

Can we customise the request form or the fields the crew and supervisor fill in?

Yes. The intake form fields, the supervisor's check fields, and the crew's rectification fields can all be edited in the workflow editor, or changed by describing the update in plain English. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

What information does the customer actually see before they sign off?

The handover form emailed to the customer shows the completed scope, exclusions, warranty details and care instructions before asking them to accept the handover or flag an issue. This gives the customer the same information the crew and supervisor recorded on the job, rather than a generic sign-off request.

Does the feedback request go out immediately after handover?

No, it's delayed. Once the record status is set to Handed Over and the thank-you email is sent, the workflow pauses for two days before emailing a short feedback form asking for a 1-5 rating and comments. This timing can be adjusted in the workflow editor if a different delay suits the business better.

Where can the team see the history of a job's handover, including any rectification or queries?

Each job handover is a record with a reference number, a status, and a timeline showing every step that occurred, including the supervisor's checks, rectification work, customer decisions and query resolutions. Table views and dashboards show all records grouped by their current status, making it easy to see which jobs are in rectification, awaiting customer response, or handed over.