Clients told where their job is before they think to ask, and a team that finds out what changed without anyone having to go round telling them.
Automations / Status Notifications
Most "any update?" calls are not really complaints — they are the client filling a silence you did not mean to leave. The same is true internally: the job moved, and the two people who needed to know found out an hour later, secondhand. We attach notifications to the events that already happen in your system, so a stage change tells the client, alerts the engineer and updates the office at the same moment. Nobody is relaying anything, and nobody is chasing.
Get startedMost "any update?" calls are not complaints. They are the customer filling a silence you did not mean to leave, and every one of them costs a member of staff several minutes and the customer a little confidence. The same is true inside the business: the job moved, and the two people who needed to know found out an hour later, secondhand.
of NHS outpatient appointments in England were missed in 2024/25, across 146 million bookings
NHS England, Hospital Outpatient Activity 2024/25
of customers expect faster responses than they did a year ago
Zendesk CX Trends, 2026
now expect to be able to reach a business around the clock
Zendesk CX Trends, 2026
We list the points a job passes through and mark which ones a client genuinely cares about. Telling someone about all eleven is as useless as telling them about none.
Each stage change fires the right message to the right audience on the right channel, written in your voice and carrying the detail that stops a follow-up question.
We watch which alerts get acted on and which get ignored, then remove the ones nobody reads. An alert everybody dismisses trains people to dismiss all of them.
Booked, scheduled, engineer assigned, on the way, completed, invoiced. The client hears each one that matters to them, with the detail that answers the next question before it is asked.
The right person told the moment something needs them — a job assigned, a part delayed, an approval waiting. Routed by role or by job rather than broadcast to everyone.
Email for detail, SMS for urgency, WhatsApp where your customers already are, Slack or Teams for the office. Chosen per message type rather than one channel for everything.
A job that sits at one stage longer than it should raises a flag before the client notices. The problems you catch this way are the ones that never become complaints.
Every message logged against the job and the customer. When someone says they were never told, you can see exactly what went out and when, and the conversation is over in ten seconds.
If the answer is "where is my job" and "what is happening", those are two automations, not two members of staff. Tell us what your phone does all day.
The quickest way to make people mute you is to tell them about all eleven internal stages. We map yours and fire on the handful that change the customer’s day, which is what keeps the messages being read.
An internal alert everybody dismisses trains your team to dismiss all of them. At review we look at what actually gets acted on and remove the rest.
When someone says they were never told, you can see exactly what went out and when. That conversation goes from an argument to ten seconds.
Only if you send them everything, which is why the first job is deciding what they actually care about. We map your stages and notify on the handful that change the customer’s day — scheduled, on the way, completed — rather than every internal status flip. Done at the right density, it removes the two calls your office takes most often, and customers read it as a business that keeps them informed rather than one that pesters them.
Reliability, and it takes the relaying off people who have other work. Right now someone has to notice a change and then remember who needs to hear about it; when the day is busy, one of those two steps fails. Attaching the alert to the event means the information arrives whether or not anyone had the capacity to pass it on — and it arrives with the job reference attached, so nobody has to ask which one you mean.
Entirely, and you should — it is your voice going out. Wording, timing, channel and audience are set per stage, and anything sensitive can be held for approval so a person presses send. We usually start conservatively with two or three client-facing messages, watch what it does to inbound calls, then add or cut from there rather than switching on everything at once.
Book a free discovery call and we’ll work out which updates your clients and your team are currently getting late, or not at all.
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