Once the Protask has been submitted, it will then be routed to the assigned persons within the selected organization’s team that are trained and equipped to address the request.
The Protask will then be listed in the Customer’s “Submitted” Protask board which will confirm:
The submitted Protasks will be routed to the assigned individuals within the organization (service provider) who are trained and equipped to address that request. The Service provider team has a “Received” Protask board that has two views. The first is the open board. Here all their associated requests are listed with those Protasks with the lowest amount of time remaining to meet the service level requirement as it relates to “Response Time” showing first. The service provider can tap on the Protask to see the Protask detail screen and if they are positioned to fulfill the request they can claim it and that will move the Protask to their “My Protasks” board.
Once a Protask is claimed by a service provider, the two parties can communicate directly on the issue at hand to come to a resolve. All the information is captured on the Protaskit detail screen and the conversation history and any images specific to that interaction are stored for future reference.
The service provider and the customer will communicate until the point where the provider establishes that the task has been taken care of and is now ready to change the status of the Protask to complete. This is simply done by pressing “complete” on the tab bar. With this step completed the Protask will be updated for the customer and move it into the cloud for reporting purposes.
The final step in the process is for the customer to close and rate the service provided. From the Protask detail screen they tap “Close” on the tab bar and status will change in the system and be removed from their “Submitted” Protask board. The Protask will no longer appear on their “Submitted” Protasks list. The system will then take them to the rating and comment screen. Here the customer can provide feedback by rating the service provided on a 1 to 5 scale and adding any comments they feel necessary. They can also choose to resubmit if they feel the task was not completed to their satisfaction or if a commitment was not met.