01How a request comes in
From their tracking page, the customer finds “Report a problem” below their visits: what is wrong (missed visit, quality of the work, damage, other), the address concerned if they have several, the date of the problem, a message and up to three photos. Five requests a day at most; beyond that, the page tells them to call. A customer phones? In Requests, “Open a request”: you pick the customer, their property, the type, and write down what they say. Either way, the request gets a number — DS-12 — and joins the list, the oldest unanswered ones first, marked “Awaiting a reply”.
02Answer with the proof
A request’s page puts the thread on the left and “The proof to answer with” on the right: the visits on that property around the reported date, each with its arrival time, the operator, the duration, the number of photos, the reports made on site, the observed weather (temperature, precipitation, snow on the ground) and “GPS trace” when the shift was open; a link opens the full visit. “Generate the proof file for this period” gathers all those visits — fifty at most — into one PDF with their photos, reports, weather and path. You reply below the thread, with attachments if you wish: the reply goes to the customer by email — never by text — and stays in the thread, visible on their tracking page.
03Schedule a return visit
The visit really was missed? “Schedule a return visit”: if a storm is under way, the property joins the route of the outing under way and the operator is called out; otherwise it joins its usual route for the next outing. The page then reads “Return visit scheduled on …”. With no property on the request, or if the property is on no route, the button tells you so rather than scheduling into thin air.
04Statuses, assignment, reopening
A request is open, in progress, resolved or closed; you change the status in the right-hand column, and closing asks for confirmation. A request is never deleted: it is closed, and its thread stays. “Assign to” hands it to the owner or a dispatcher. When the customer replies on their tracking page, a resolved request reopens on its own and moves back to the top of the list.
05The report
In Reports, the Requests tab counts, per season, the requests received, those that got a reply, and the median time to your first reply — “2 h 05”, “45 min” — then breaks them down by type and by status. It is the number to look at before promising a customer a response time.