01
TNTenant
Tenant raises request
The request enters the process with issue description, property details, and contact preferences.
Willow Techserve
Facilities Management Admin
Manage tenant requests, agent approvals, booking checkpoints, service visits, and completion reporting from one operational workspace.
3Service requests
3Active jobs
1Need review
Process control
Booking Process
From tenant request to confirmed appointment
02
AGAgent
Agent raises job request
The agent validates the request and creates the job instruction for Montys.
03
MOMontys
Montys receives job details
The coordination desk reviews all details and confirms the request is workable.
Additional info needed?
YesAsk agent or tenant for missing details before acceptance.
NoAcknowledge receipt and continue.
04
MOMontys
Receipt acknowledged
Acknowledgement is sent to the tenant, agent, and engineer so all parties know the job is live.
05
MOMontys
Acceptance sent to agent
Montys confirms acceptance and provides a rough estimate for the expected work.
Accept the job request?
YesMove to availability and booking.
NoReturn to the agent for clarification or rejection.
06
MOMontys
Check tenant availability
Available windows are collected from the tenant and matched with engineer capacity.
07
MOMontys
Appointment booked
The confirmed service window is recorded and notifications are issued.
Within auto approval limit?
YesProceed without manual approval.
NoRoute to the agent for explicit approval.
Process control
Service Process
From reminder through completion report and invoice
01
MOMontys
N-1 day reminder
A text reminder is sent to the tenant the day before the visit.
02
MOMontys
8 AM day reminder
The tenant receives a same-day reminder before the engineer attends.
03
ENEngineer
Engineer arrives
Arrival is recorded and the access status is checked immediately.
Access available?
YesStart work and validate the job description.
NoCall the agent for access support.
04
ENEngineer
Job matches description
The engineer confirms the actual issue is aligned with the approved job request.
Job matching description?
YesContinue with the job.
NoCall the agent and raise a requote.
05
ENEngineer
Parts confirmed
Required parts are checked before repair work continues.
Parts available for job?
YesComplete the job.
NoContact merchant for parts support.
06
AGAgent
Requote if needed
A changed scope or missing approval triggers a call to the agent.
Approve the requote?
YesEngineer proceeds under the updated scope.
NoPause work and record the exception.
07
ENEngineer
Complete and report
The job is closed, a completion report is sent to the agent, and invoice generation starts.
No amends?
YesInvoice raised to the agent.
NoCapture amendments before invoicing.
Implementation coverage
Operational capabilities
Tenant can raise a repair request
Agent can validate tenant requests and raise job requests
Montys receives job details and checks if more information is needed
Receipt and acceptance messages are tracked
Rough estimate and auto approval limit are compared
Tenant availability and appointment booking are represented
Tenant reminder texts are shown for the previous day and 8 AM on the service day
Engineer arrival, access issues, scope check, parts check, and merchant contact are covered
Agent approval for requotes is represented
Completion report and invoice to agent are included
Operating model
Actors and handoffs
TN
TenantRequestor and appointment owner
AG
AgentApproval, access, and commercial contact
MO
MontysFacilities coordination desk
EN
EngineerOn-site service delivery
MR
MerchantParts and supplier support