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RESIDENTIAL CLEANING COMPANY
Client Intelligence Hub
A fully connected client operations system — built so that every client interaction, every job, every complaint, and every change request is documented, traceable, and visible to the right person at the right time.
THE CHALLENGE
Bridging the Clinical Gap.
A residential cleaning company with a growing client list, a field operations team, and a scheduling coordinator — and no centralised client record. Scheduling, change requests, complaints, job history, and client satisfaction tracking all lived in inboxes, phone calls, and conversations. Nothing was auditable. When something went wrong with a client, no one had the full picture.
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What I Built
Client Profiles
A complete record per client — service history, preferences, communication notes, and satisfaction logs. Every interaction documented. Satisfaction logged after every job by the operations lead.
Jobs Database
Live schedule and field visibility. Every active and upcoming job visible to both operations (Mariana) and scheduling (Isis). Status tracked from confirmed through to completed.
Issue Tracker
Open and resolved complaints, all linked directly to the client record they belong to. Nothing gets lost. Resolution time tracked. Escalation path documented in SOPs.
Change Log
Every booking change, cancellation, or service modification — logged, timestamped, and tied to the client. Disputes are resolved with data, not memory.
SOP Library
Six standard operating procedures governing how the field team operates and how the office team handles client interactions — from same-day changes to escalation procedures.
Dashboard
The operations team’s command centre. Open tickets, priority flags, and resolution status — all in one view, built for the daily review between operations and scheduling.
THE OUTCOME
Systemised Success
A fully auditable client intelligence system. The operations team now has a single place to see every client, every job, every open issue, and every SOP. Client satisfaction is measured — not assumed.
Client Profiles · Jobs Scheduler · Issue Tracker · Change Log · SOP Library · Ticket Dashboard · Cleaner Records · Satisfaction Logging
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