Customer requests in one listsample project

This is a sample flow, not real client work. The model shows how such a system works, and the companies and people in it are samples too.

Problem

Customer requests come in through many doors: WhatsApp, e-mail, the website form, the phone. Each one sits in someone else’s phone or inbox. Nobody knows who looked at it or who replied. When the answer is slow, the customer often goes with whoever replies first.

Solution

• Whatever the channel, the request lands in one list and gets a number. The customer gets an instant “we’ve got your request” on the same channel.
• Topic and priority are set: order, breakdown, quote, complaint. Urgent ones get a shorter reply time.
• The request is assigned in Teams to the right person for the topic, who takes it with one click.
• If nobody takes it in time, the team lead is alerted and it is reassigned.
• The reply goes out on the customer’s own channel and the request is closed. Everyone sees the same list: who has which request and how long it has been waiting.

How it would work in your company

• Which channels are connected (WhatsApp, mailboxes, web form), the topics, owners and reply times follow the way you work.
• The list lives in SharePoint or Dataverse and the team uses it from Teams. Phone requests can be added through the form in one line.
• Sending automatic WhatsApp messages needs a WhatsApp Business Platform account and message templates approved by Meta. We set that up together.
• You get a short walkthrough video at handover, and fixes are free for the first 30 days.

To see how many hours a month chasing requests by hand costs you: Cost of manual work.