Pool equipment repair / service request Workflow

What does this workflow record at each stage of a service request?

Each service request is created as a record with a reference number and status, starting at New Request. As the request moves through booking, the visit date and assigned technician are saved to the record, and once the technician completes the job, fault found, work done, parts used, water test results, job photos, and outcome are all saved to the record. The record's timeline reflects each status change, from Booked through Completed, Further Work Required, or Unable to Complete.

Who is involved in handling a pool service request?

Office team members are assigned booking tasks for urgent or standard visits, entering the visit date and assigned technician. Pool technicians are assigned a job completion task where they record fault details, work performed, parts used, water test results, and job photos. Customers interact through the public request form and receive email updates at acknowledgement, booking confirmation, and completion stages, without needing an account.

How does the workflow decide how quickly a visit is booked?

The urgency selected on the request form routes the booking task's due date: urgent requests create an office booking task due in 1 day, while standard requests create a booking task due in 3 days. This routing step happens automatically after the acknowledgement email is sent, so office staff see the appropriate deadline on their task.

What happens after the technician completes the job?

Once the technician submits their job completion task, the fault found, work done, parts used, water test results, and outcome are saved to the record, and the workflow routes based on the outcome selected. A Fixed outcome moves the record to Completed with a summary email and, after a two-day wait, a feedback request; Further Work Needed moves it to Further Work Required with a findings email and an office task to prepare a quote; Unable to Complete moves it to that status with a findings email to the customer.

How is customer feedback collected and what does it capture?

Two days after a job is marked Completed, the workflow sends the customer a feedback form asking for an overall satisfaction rating from 1 to 5 and any comments. Because the workflow waits for this form, the responses are saved directly to the record, giving a record-level view of customer satisfaction for completed jobs.

What is captured when further work is needed after a visit?

When the technician's outcome is Further Work Needed, the record status is set to Further Work Required and the customer is emailed the findings along with the work still needed. An office task to prepare a quote is created with a 2-day due date; since the workflow does not wait for this task, the quote notes entered stay with that task in the record's task list rather than on the record itself.

How do we change or adjust this workflow?

A workflow can be adjusted by describing the desired change in plain English or by editing the steps directly in the workflow editor, such as changing booking due dates or adjusting the wording of customer emails. Earlier versions of the workflow are kept, so changes can be reviewed or reverted as the process evolves.

How quickly can a pool service business start using this workflow?

The template is ready to use as soon as a workspace publishes it, with no installation or development project required. Office staff and technicians can begin working live service requests through the process within minutes of publishing.

What information does the customer provide when submitting a request?

The public request form collects name, email, mobile number, site address, equipment type, problem description, pool type, equipment brand and age, a description, photos, preferred visit times, and urgency. This information is captured on the record from the moment it is created, giving office staff and technicians the context they need before the visit is booked.