Warranty claims job board with automatic follow-up
Claims arrive by email, become draft jobs, are allocated to the right trade and chased automatically until the completion report goes out.
The problem
A service agent handles warranty repairs for appliance and fixture brands, dispatching trades across a wide area. Every claim is typed in by hand from an email, photos and details go back and forth, a tradie is chosen by postcode and trade, parts are ordered, and the status team spends days chasing updates before the job can be closed.
What we built
Process mapped end to end in eight stages, with automation designed for each:
- 1Intake: claims arriving in brand mailboxes or a portal become draft jobs, checked and approved by a person.
- 2Photo check: AI checks the claim has the photos and model details the brand requires and asks for anything missing.
- 3Allocation: suggested tradie by trade, area and current workload.
- 4Parts: parts ordered and tracked against the job.
- 5Work order: sent to the tradie with everything they need.
- 6Follow-up: automatic nudges on day 3 and on the due date by SMS or email.
- 7Customer tracking link: a parcel-style page where the customer sees where their repair is up to.
- 8Close: completion report to the brand, and a per-operator scorecard for the team.
Roles: processing team, status team, operations manager, field trades.
The board at a glance
| Intake | Info needed | Allocated | Parts on order | Booked | Complete |
|---|---|---|---|---|---|
| Claim 1043, oven not heating | Claim 1039, photo of serial plate | Claim 1031, Tradie 7 | Claim 1027, element | Claim 1022, Thu am | Claim 1018, report sent |
Outcome
Designed with a working service agent, with clickable previews of the dashboard, scorecard, intake and tracking page built; not yet running.
