Stop turning every customer request into an admin job.
A customer asks to reschedule, change a booking, check an invoice or update a detail. The request itself is simple. The work around it often isn’t. Someone still has to find the right record, check what changed, update the system and reply. We build the workflow that carries the routine ones through.
A lot of inbox work isn’t really inbox work.
It’s a request with a known next step. Once the business rules and the right records are available, it doesn’t need to sit there waiting for someone to carry it through.
Customer requests
- Reschedules and cancellations
- Check the live booking, make the allowed change and confirm it back.
- New enquiries
- Work out what the customer needs and route it to the right person or next step.
- Change requests
- Capture what changed, update the job where the rules allow, or send the decision to the right person.
Follow-through
- Quote and job follow-ups
- Follow up when the next action is known, instead of relying on somebody remembering.
- Customer detail updates
- Carry a confirmed change across the connected records, instead of somebody re-typing it into each place.
- Documents and notifications
- Generate or send the next document or notification when the workflow reaches the right stage.
Some questions have no record to look up.
Whether a warranty covers it, whether you would drive that far, what happens when the weather takes the day. Nobody can query those. The answer exists because your business decided it, so the workflow has to hold what you know before it can draft a reply from it.
Pick an enquiry. The field shows what the answer is assembled from. This is an example business, not a client.
A field of what one business knows, gathered into seven areas: pricing rules, service area, warranty and repairs, suppliers and stock, staff and skills, past jobs, and escalation rules. Choosing an enquiry highlights the areas its answer is drawn from and assembles a reply from those areas alone.
The request doesn’t stop at the message.
In one live ServiceM8 deployment, inbound calls are matched against existing customer records, quoted from the client’s own prices and booked. ServiceM8 stays the system of record.
Read the full case study →Show us the admin someone repeats every week.
Send us one real request and what has to happen before it’s actually finished.
- Reschedule means three different updates.
- Same enquiry gets copied into two systems.
- Follow-up depends on somebody remembering.
Would rather talk it through than type it out? Book a 30-minute call.
About the process
Four questions. Owen picks up the rest on the call.
Got it, thanks.
We read every one of these ourselves. Here’s what happens next.
- We look at the process you described and how it touches your systems.
- We come back within one working day. Reply to that email and it reaches Owen directly.
- If it’s worth building, we’ll tell you what we’d build and what should stay human. If it isn’t, we’ll tell you that.