Tiling completion and care handover Workflow

Why should we automate our tiling job handover instead of managing it manually?

Manually tracking supervisor checks, rework requests and customer sign-off across spreadsheets, emails and phone calls makes it easy for steps to be missed or forgotten, especially across multiple jobs running at once. This workflow creates one record per job with a status and timeline, so anyone can see at a glance whether a job is in Final Check, Rework, Customer Review, Customer Issue or Handed Over. It also removes the need to manually draft and send review, thank-you and feedback emails for every job.

What is the return on investment of using this workflow?

The workflow reduces time spent chasing supervisors, tilers and customers by automatically assigning tasks and sending forms at the right point in the process. It also cuts down on rework disputes by capturing walkthrough results, rework notes and photos directly on the record, giving a clear history if questions arise later. Over time, fewer manual admin steps per job and clearer accountability can translate into faster job closure and reduced back-office effort.

How does the supervisor walkthrough and rework loop work?

When a job is created, the status is set to Final Check and a supervisor is assigned a task to walk through the finished work and record a Walkthrough Result and any Rework List. If rework is needed, the status changes to Rework and the tiler is assigned a task showing the rework list, with their notes and photos saved to the record. Once the tiler completes the fix, the workflow returns to the supervisor walkthrough step to re-check the job, repeating the loop until the supervisor marks it ready for handover.

What happens if the customer reports an issue during review?

After the supervisor confirms the job is ready, the status moves to Customer Review and the customer receives an emailed form asking them to accept the work or report an issue, with space for comments. If they report an issue, the status changes to Customer Issue and a supervisor is assigned a task showing the customer's comments, to make a fix and record fix notes and photos. The workflow then returns to the customer review step, sending the review form again so the customer can confirm the resolved work.

What does the customer actually see and do in this process?

Customers are not required to create an account at any point. They receive the review form by email, where they can accept the work or report an issue and add comments, and later receive a thank-you email with product, colour, care instruction and warranty details for their records. Two days after handover, they receive a feedback form by email asking for an overall satisfaction rating and any comments.

Who is responsible for each task in the workflow, and can that be changed?

The supervisor is assigned the walkthrough task and any customer fix task, while the tiler is assigned the rework task when issues are found. These are assigned to workspace members as tasks tied to the job record, and the workflow waits for each one to be completed before moving on. The specific people or roles handling these tasks can be adjusted by editing the workflow steps or describing the change in plain English.

Can we customise the information collected on the request and feedback forms?

Yes, the fields on the initial job completion form, the customer review form and the feedback form can all be adjusted to suit how a tiling business wants to capture job details, decisions and satisfaction ratings. Changes can be made by describing the desired update in plain English or by editing the relevant steps directly in the workflow editor. Earlier versions of the workflow are kept, so changes can be reviewed or reverted if needed.

What information is kept on the job record for future reference?

Each job is tracked as a record with a reference number, a current status and a timeline showing what happened at each step, including supervisor walkthrough results, rework notes and photos, customer decisions and comments, and any fix details. Answers submitted on the emailed review and feedback forms are saved to the record automatically. Businesses should confirm their own record-keeping obligations, but this timeline provides a clear, ordered account of each job's progress for internal reference.

How does the two-day wait before the feedback request work?

Once the job status is set to Handed Over and the thank-you email has been sent, the workflow pauses for two days before automatically sending the feedback request. This gives the customer time to settle into the finished space before being asked to rate their overall satisfaction and add any comments. No manual action is needed to trigger this step, as the wait and the subsequent email are both handled by the workflow.

Can this workflow scale across multiple tilers and job sites at once?

Yes, each job completion submission creates its own independent record with its own status and timeline, so multiple jobs can move through Final Check, Rework, Customer Review and Handed Over simultaneously without interfering with one another. Table views and dashboards show all records grouped by status, making it straightforward to see how many jobs are currently in rework, awaiting customer decision, or completed across the business.