A conversation
You tell us which spaces you look after, how requests reach you today, who handles them and where they get lost. From there we see whether we’re a good fit.
How we work
From request to closure, step by step.
How a request travels through our team, what you decide at each step and what gets logged. At the end, how we set up your service.
One request, start to finishDiagram
- 01ReceiveTeam
- 02LogTeam · AI summarises
- 03PrioritiseAI suggests · person decides
- 04Send to the contractorTeam
- 05Follow upTeam
- 06Close and explainTeam
What happens to each request
Six steps. One thread.
At each step, what the team does and what you decide.
- 01
Receive
A request comes in on one of the agreed channels: phone, email, WhatsApp, chat or web form. A person on our team answers on behalf of your organisation and confirms to the person reporting it that we have it.
You decideWhich channels, what hours and how we introduce ourselves.
- 02
Log
We open the ticket in your tool with what the contractor needs to arrive prepared: what’s wrong, exactly where, when it started, photos, who reported it and how they’d like us to reply. If something’s missing, we ask when the request comes in, and note anything that can’t be found out. AI helps us summarise long messages; a person checks the ticket.
You decideWhich details are required and which categories you use.
- 03
Prioritise
AI suggests a category and a priority, with its reason. A person on the team confirms or corrects it using your criteria and what they know about the case. If anyone is at risk, your emergency procedure comes first.
You decideThe priority levels, their deadlines and who gets told at each level.
- 04
Send to the contractor
We send the ticket to the right company or technician according to your instructions, with everything we know, so they don’t have to start from scratch. If needed, we arrange the visit.
You decideWho handles each type of request and who approves each cost.
- 05
Follow up
We watch the status of every ticket. If one doesn’t move within the agreed time, we ask whoever has it and, if it’s still stuck, we tell you. We keep the person who reported it informed so they don’t have to call.
You decideThe deadlines and when you want to hear about a delay.
- 06
Close and explain
When the contractor reports the job done, we tell the person who reported it what was done, in plain words. If agreed, we ask them to confirm everything is fine; if they say the fault is still there, the ticket goes back to the contractor. The ticket stays complete in your tool, and repeat issues stay visible so they can be prevented.
You decideWhether closure needs confirmation from the person who reported it.
How we set up your service
How we start with you.
Before we handle the first request. No need to change channels: we adapt to yours.
A written proposal
What we would take on, with which hours and channels, and on what terms.
A service agreement
Together we set what can’t be left open day to day: channels and hours, how we introduce ourselves, priority criteria, who gets each type of request, who approves what, how a ticket is closed (and what happens if the person who reported it doesn’t reply or says the fault is still there), what we report to you and how often, and who your contact is for reviewing the service.
Platform, access and connections
We agree where the tickets will be managed, what permissions the team needs and which API connections the service requires. In your tool we use our own user accounts and only the permissions the agreed tasks need. If we handle your channels, we agree how: a number or address you forward to us, a shared inbox, or whatever you already use.
Your service guide
With what we’ve agreed, we write the guide the team will use: how to greet people, what to ask for each type of request, who to pass it to, what to do if someone is at risk. You review it before we start.
Go-live and the first weeks
We start on the agreed date. During the first weeks we review with you what came in and how it was solved, and adjust the guide where needed. After that, we review it as often as we agree.
What we measure
What we measure, to improve.
How long it takes to answer, to pass the ticket to the contractor and to close it; how many tickets get stuck and how many reopen; which faults keep coming back. What we report to you and how often is agreed when we start.
Service reviewExample shape · no data
Time to first reply
Time to pass the ticket on
Tickets resolved
Cases reopened
Pending items that get stuck
- Contractor date missing
- Awaiting approval
- Part on order
Example shape · no data
Let's talk
Tell us how requests reach you today.
Which spaces you look after, which channels requests come in on, and where they go unanswered. From there, we suggest how to handle them.
What happens next
- 01A conversationYou tell us what you need covered.
- 02A written proposalTasks, hours, channels and platform.
- 03Go-liveOn the date we agree.
Emailinfo@fixfy.cloud