Customer notification upon service completion

Purpose

1.1. Automate customer notification to inform them instantly and reliably upon completion of appliance maintenance, repairs, or regular service.
1.2. Enhance customer satisfaction, drive engagement, and reduce manual communication workload for the service team.
1.3. Deliver notifications through multi-channel options—SMS, email, push notifications, voice, or chat, adapting to each customer’s preferred contact method.
1.4. Ensure transparency and clear documentation of service workflow stages with an audit trail.
1.5. Provide customers with information about next steps, feedback collection links, invoice details, or new service scheduling.

Trigger Conditions

2.1. Service technician marks service status as "Complete" in the ERP, CRM, or field tablet app.
2.2. Status is updated in a work order or ticketing system.
2.3. Barcode scan or signature collection closes the work order on-site.
2.4. Service closure in a rental management portal.

Platform Variants

3.1. Twilio
- Feature/Setting: Programmable SMS — Set up messaging flow to send SMS on trigger: Use Messages API: `POST /2010-04-01/Accounts/{AccountSid}/Messages.json`

3.2. SendGrid
- Feature/Setting: Email API — Configure Transactional Templates; call `/mail/send` endpoint with a dynamic template ID and personalization data

3.3. Slack
- Feature/Setting: Incoming Webhooks — Create custom Webhook URL; use chat message payload for direct or channel notifications

3.4. Microsoft Teams
- Feature/Setting: Incoming Webhook — Register in Teams; send HTTP POST to Webhook URL with service summary payload

3.5. WhatsApp Business API
- Feature/Setting: Message Templates — Approve templates; send POST `/v13.0/{{Phone-Number-ID}}/messages` with template and customer info

3.6. Firebase Cloud Messaging (FCM)
- Feature/Setting: Push Notifications — Use `send` API to trigger device notifications using customer's device token

3.7. Pusher Beams
- Feature/Setting: Publish API — POST to `/publishes/interests` with interest (user segment) and notification payload

3.8. Mailgun
- Feature/Setting: Messages API — Use the `/messages` endpoint with dynamic customer fields for personalization

3.9. Zendesk
- Feature/Setting: Triggers — Configure automation to email or send message from ticket system when service is marked complete

3.10. Freshdesk
- Feature/Setting: Automations — Set up Event and Time Triggered rules to send emails or SMS when service is closed

3.11. HubSpot
- Feature/Setting: Workflows — Set Workflow Trigger as “Ticket Status is Complete”; set action to send email/SMS using connected channel

3.12. Salesforce
- Feature/Setting: Process Builder — Create process for service records and configure “Action: Send Notification”

3.13. Intercom
- Feature/Setting: Custom Bots — Automate outbound message on tag change or attribute update

3.14. ClickSend
- Feature/Setting: SMS API — POST to `/v3/sms/send` with schedule, service data, recipient

3.15. Telegram
- Feature/Setting: Bot API — POST to `/bot/sendMessage` with chat_id and completion message

3.16. Messenger (Facebook)
- Feature/Setting: Messenger Send API — Trigger message with `/me/messages` endpoint and customer’s page-linked ID

3.17. Plivo
- Feature/Setting: SMS API — Use `POST /v1/Account/{auth_id}/Message/` for direct SMS delivery

3.18. Amazon SES
- Feature/Setting: SendRawEmail API — Configure with template and dynamically insert service completion data

3.19. Google Chat
- Feature/Setting: Incoming Webhook — Register in Google Chat space, POST JSON payload to URL

3.20. Clickatell
- Feature/Setting: SMS API — Use `/messages` endpoint for instant outbound customer notification

Benefits

4.1. Eliminates manual notification by staff, saving time and reducing errors.
4.2. Increases customer trust and loyalty by keeping them informed in real-time.
4.3. Enables multi-channel reach, ensuring delivery on recipient’s preferred platform.
4.4. Supports instant feedback collection and upsell opportunities via follow-up messaging.
4.5. Streamlines compliance with documentation of notification events for internal and regulatory audits.