Maintenance & Service Requests
Every repair, cleaning callout, engineering job and warranty defect — captured from the call, structured into a work order, dispatched to the right team.
The Challenge
Highest volume, highest miss rate
Service requests arrive across phone, WhatsApp, email and in-person, in three languages — the intake, not the technician, is where jobs fall through.
Requests without structure
Duty officers scribble on pads; extra-towel requests never get logged; DLP defects sit in email threads with eight people copied and no owner.
No history, no patterns
Recurring hotspots never get spotted because there's no case history to look at — and no audit trail when someone asks what happened.
Our Solution
01 / 03
Every call becomes a structured work order
"Water dripping from the ceiling in 12B" is classified as a plumbing fault; unit, location and contact are verified on the call, and the work order dispatches before the caller hangs up.
- Trade, priority and location auto-tagged
- Dispatched to the on-duty tech or SLA-bound contractor
- Full transcript attached to every case
| # | Job | Location | Status |
|---|---|---|---|
| #2400 | Water leakage — ceiling | Flat 12B · Plumbing | urgent |
| #2401 | Extra towels | Room 408 · Housekeeping | in progress |
| #2402 | Corridor lights out (×3) | Tower 2, floor 8 · Electrical | new |
| #2403 | Aircon not cooling | Flat 8A · Aircon | in progress |
| #2404 | Handover defect — cracked tile | Flat 3F · Snagging (DLP) | new |
02 / 03
Zone-based dispatch cuts response time
A lobby spill routes to the housekeeping team responsible for that zone, priority-tagged (spill / refresh / scheduled) so it doesn't sit behind a routine job.
- Zone-aware routing for cleaning and public areas
- Priority tagging so spills don't queue behind routine work
- Contractor SLA clock starts on dispatch
Chan (Plumbing) — Tower 2
Active job: 12B ceiling leak
Wong (Housekeeping) — Lobby zone
Active job: spill response
Lee (Electrical) — Tower 2
Queued: floor-8 corridor lights
Ng (Snagging) — DLP contractor
Queued: 3F tile crack
03 / 03
Follow-ups and pattern detection built in
Every case stays open until sign-off. Recurring hotspots surface to supervisors; DLP and warranty cases get automatic chasers until the contractor closes them out.
- Auto follow-ups on contractor and warranty jobs
- Hotspot units and recurring faults flagged weekly
- Photo evidence and sign-off archived per case
Call received
Ceiling leak reported
02:14
Work order created
Priority: Urgent · Trade: Plumbing
02:15
Technician dispatched
Chan (on-call plumber)
02:16
On-site inspection
Isolation valve closed
02:48
Sign-off & photo archived
Follow-up 09:00
03:22
Compliance & Standards
PDPO
PDPO-compliant call recording, transcripts and access control on every case.
ISO 27001 aligned
Enterprise-grade information security controls on case data and contractor records.
DLP & warranty audit trail
Sign-off, photo evidence and timestamps archived to defect and warranty cases.
The Result
0
Manual logging
Real-time
Engineer notified
100%
Auto call-back on completion
Frequently Asked Questions
Turn every service call into a closed case
Try Routiq AI now, or book a demo — we'll wire it into your on-call roster, contractors and SLA-bound trades.
Explore other use case categories
Enquiries & General Support
Tenant, resident, visitor and service-status enquiries answered 24/7 in Cantonese, Mandarin and English, and logged for follow-up.
Complaints Management
Noise, cleanliness, neighbour, service and staff-conduct complaints logged, tagged and escalated with a defensible record.
Incident & Emergency Reporting
Fire, flood, lift entrapment, security failures and injury calls detected, escalated and dispatched with timestamped logs.