Real-time job status updates to clients and staff

Purpose

1.1. Enable instant transmission of job progress, status changes, and ETA notifications to clients and staff during appliance repair tasks.
1.2. Minimize miscommunications, reduce missed appointments, and maximize staff coordination by consistently updating key stakeholders.
1.3. Support transparency and service accountability, improve customer satisfaction, and optimize dispatch operations for home appliance repairs.
1.4. Collect job status data for internal analytics and performance improvement.

Trigger Conditions

2.1. Service job created or assigned to a technician.
2.2. Technician status change: en-route, arrived, diagnosis complete, parts ordered, job complete.
2.3. ETA updates based on technician’s location or schedule.
2.4. Manual updates by dispatch or technician via mobile app or web portal.
2.5. Customer feedback or query received, requiring job update communication.

Platform variants

3.1. Twilio SMS
• Feature/Setting: Programmable SMS — Configure “Send SMS” with dynamic message templates and recipient from job status webhook.
3.2. SendGrid
• Feature/Setting: Transactional “Mail Send” API — Use dynamic templates triggered by job update event.
3.3. Slack
• Feature/Setting: Incoming Webhooks — Post to specific channel when a job update meets preset criteria.
3.4. Microsoft Teams
• Feature/Setting: Webhook Connector — Push card notifications to service or support channels.
3.5. WhatsApp Business API
• Feature/Setting: “messages” endpoint — Trigger automated template message to client or group.
3.6. Google Chat
• Feature/Setting: Chatbot webhook integration — Send job updates to chat spaces based on technician groups.
3.7. HubSpot CRM
• Feature/Setting: Contact Timeline API — Append real-time activity to customer record on status change.
3.8. Salesforce
• Feature/Setting: Process Builder — Post job update to client via email/sms/Chatter on Service Order status transition.
3.9. Pipedrive
• Feature/Setting: Activity API — Log updates as activities and send notifications to assigned staff.
3.10. Zendesk
• Feature/Setting: Ticket Event Webhook — Notify stakeholders and update ticket with job status.
3.11. ServiceNow
• Feature/Setting: Flow Designer — Trigger notifications to clients/staff from Work Order status.
3.12. Freshdesk
• Feature/Setting: Automations -> Observer Rules — Auto email/SMS job events to contacts.
3.13. Trello
• Feature/Setting: Card Comments via API — Write status notes when job movement detected.
3.14. Monday.com
• Feature/Setting: Automation — Update pulse and send notification based on “Status” column change.
3.15. Zoho CRM
• Feature/Setting: Workflow Rule — Push status update email/SMS to clients from Service Requests.
3.16. Mailgun
• Feature/Setting: Send Email API — Personalized emails with job updates, configurable triggers.
3.17. Telegram
• Feature/Setting: “sendMessage” Bot API — Broadcast updates to client and staff group chats.
3.18. Viber
• Feature/Setting: Public Accounts API — Send message event to designated contact numbers.
3.19. Facebook Messenger
• Feature/Setting: Send API — Deliver job status changes as direct messages to client profiles.
3.20. Google Calendar
• Feature/Setting: Events API — Update calendar entry with job status and auto-invite notifications.
3.21. Asana
• Feature/Setting: Tasks API — Create/update tasks with job status and trigger custom notification.
3.22. ClickSend
• Feature/Setting: SMS API — Automated SMS to clients/staff from dispatch events.

Benefits

4.1. Immediate visibility into job progress for both clients and internal teams.
4.2. Automated communication reduces manual work, human error, and missed updates.
4.3. Enhanced customer experience, boosting retention and positive feedback.
4.4. Real-time coordination among dispatch, technicians, and clients for efficient service delivery.
4.5. Actionable operational data captured for future improvement and analytics.