THE CUSTOMER STEP BY STEP PROCESS
How a homeowner registers an emergency repair
STAGE ONE
Property Validation
STAGE TWO
Personal Information
STAGE THREE
Emergency Type
STAGE FOUR
Provide additional information including any vulnerability
STAGE FIVE
Self Help Advice & Video Guides
STAGE SIX
Confirmation of Next Steps
the Step by step process
Following the reporting process, automated communication starts with the Contractors & Customers.
We contact the contractor by phone & email/text, they click link to accept job to update our system and trigger further update communications to customer and contractor.
Our platform allows case managers to follow job status in real time, using specially designed RAG dashboards to ensure full communication is maintained until job completion.
01
Customers receive email/text as soon as the job is agreed or declined with clear next steps
02
Contractor receives phone call, email/text with emergency deployment request
03
Contractor clicks link on message to access contractor portal to accept job
04
Contractor receives 2nd email/text with full job and customer details and new link to portal to provide updates
05
Customer receives 2nd email confirming contractor acceptance, name and ETA
06
Contractor clicks on link on email/text to update system with delays or enroute info
07
Customer receives 3rd email/text confirming contractor status - delays or enroute updates
08
Contractor arrives and undertakes required repairs and identifies if any further works (Including remedial repairs are required)
09
Contractor clicks link on message to update system of outcomes, job complete, parts required, refer to manufacturer
10
Customer receives 4th email confirming job complete / any next steps
“Transformation requires more than tools — it demands courage.”
Julie Sweet, CEO of Accenture
Get in contact
