Locksmith service request Workflow

Why should we automate locksmith service requests instead of managing them by phone and spreadsheet?

Manual booking relies on staff remembering to call customers back, update spreadsheets, and chase job outcomes, which creates gaps when things get busy. This workflow captures every request as a record with a reference number and status, automatically sends acknowledgement and booking emails, and routes urgent requests into a 1-day booking task so nothing sits unactioned. The office and locksmith tasks feed straight back into the record, giving a single place to see where every job stands.

What is the ROI of using this workflow compared to handling bookings manually?

The main time savings come from removing manual data entry and follow-up calls: acknowledgement emails, booking confirmations, and completion summaries are sent automatically rather than typed out individually. Office staff spend their time on the booking task itself rather than chasing customer details or drafting emails, and the urgent/standard routing means priority jobs are flagged without someone having to review every new request. Over time this reduces missed follow-ups and the admin overhead of tracking job outcomes across multiple channels.

How does the workflow decide whether a request is urgent or standard?

The customer selects urgency on the initial request form, and the workflow reads that value to route the booking task accordingly. Urgent requests go to an office booking task due in 1 day, while standard requests go to a booking task due in 3 days. Both tasks record the visit date and assigned locksmith, which are then saved to the record and the status is set to Booked.

What happens after the locksmith completes a job?

The locksmith records the work done, hardware fitted, keys supplied, photos and job outcome on a task the workflow waits for, and these details are saved to the record. The workflow then routes based on the outcome: Completed jobs trigger a completion summary email and a status update, Further Work Needed triggers a findings email and an office task to prepare a quote, and Unable to Complete triggers an email explaining the findings. Each path updates the record status so the outcome is visible in table views and dashboards.

What happens if the job outcome is 'Further work needed'?

The record status is set to Further Work Required and the customer is emailed the findings along with a description of the work still needed. Separately, the office receives a task, due in 2 days, to prepare a quote for the further work; this task is fire-and-forget, so the workflow does not wait for it before moving on. Any quote notes entered stay with that task and are visible in the record's task list.

Can we customise the visit booking timeframes or the forms used in this workflow?

Yes, changes can be made by describing the change in plain English or by editing the steps directly in the workflow editor, and earlier versions are kept. This includes adjusting the due dates for urgent or standard booking tasks, the fields on the request or feedback forms, or the wording of any customer email. Because the workflow is already published and running, changes take effect without a separate development project.

How does the customer feedback step work?

Two days after the completion summary email is sent, the workflow automatically sends the customer a feedback form asking for an overall satisfaction rating from 1-5 and any comments. This gives the business a structured record of customer sentiment tied to each completed job. The customer completes this form without needing an account, since all customer-facing forms are accessed by email or public link.

Who is involved in running this workflow day to day?

Office team members handle the booking tasks for urgent and standard visits, recording the visit date and assigned locksmith, and later prepare quotes for any further work identified. The assigned locksmith records job details, including work done, hardware fitted, keys supplied, photos and outcome, on a task the workflow waits for before proceeding. Customers take part through the initial public request form, booking confirmation emails, the completion summary, and the feedback form, all without needing to log in.

What information does the workflow keep on each service request?

Each request is a record with a reference number, a status, and a timeline showing what happened, including booking details, job details entered by the locksmith, and the outcome route taken. Status values such as New Request, Booked, Completed, Further Work Required and Unable to Complete are visible in table views and dashboards. Businesses should confirm their own record-keeping obligations, but this workflow provides a consistent, timestamped history of each job for internal reference.