Maintenance request coordination involves receiving tenant reports, assigning work to technicians, tracking progress, and confirming completion. Manual tracking across email, phone calls, and spreadsheets creates delays, duplicate requests, and lost status updates.
Automation captures all requests in one place, matches technicians to jobs based on availability and skill, and tracks completion automatically. Tenants and technicians receive instant notifications, and monthly reports generate in minutes instead of hours.
The full workflow, from trigger to completion.
A tenant or staff member submits a maintenance request through a Google Form. The form captures tenant name, unit, issue type, urgency level, and contact details in a single submission.
An automation reads the form submission, validates the data, and checks for duplicates or incomplete information. If the request is incomplete, the tenant is asked to resubmit.
The automation applies predefined rules to assign priority based on issue type and urgency level. Safety issues are marked urgent, routine maintenance is marked standard.
The automation queries to find the first available technician with the required skill set. If no one is available today, it schedules for the next available slot.
The automation creates a new row in the work order tracking sheet with all details, including request ID, priority, assigned technician, and scheduled date.
The automation sends a message to the assigned technician with the work order details, unit location, and scheduled time. The technician can confirm or request a reschedule.
The automation sends an email to the tenant confirming the scheduled appointment, technician name, and expected arrival time. A follow-up reminder is sent 24 hours before.
Once the technician marks the work as complete, the automation updates the work order record with completion date and time, and sends a satisfaction survey to the tenant.
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