Gate codes, water spigot locations, and specific customer priority areas—like that heavy algae spot on a north gable they mentioned over the phone that never made it into the ticket. The customer assumes the tech knows what they talked about with the office, but the tech is looking at a blank notes section.
The fix that actually worked for us was setting up strict custom fields and mandatory attachment checks in our workflow before a job hits the schedule. Forcing photo attachments of the work area and dedicated entry/access fields right on the job template solved it. When the tech pulls up, they can look at the mobile app, see the exact scope along with photos of the property, and get to work without having to call dispatch or bug the homeowner.
Travis, that algae spot example really gets at it. The team could do everything listed on the ticket and still miss the one thing that prompted the customer to call.
I like that you made the details a requirement before scheduling. It takes the pressure off someone remembering to pass them along. I work on https://lacy.ai, so I’m curious about how that holds up on busy days. When a customer can’t send photos, does someone on your team collect them, or do you have another way to confirm the scope?
