Customer Service

Homeowner issues the agency handles on behalf of Hometown Roofing, with SLA timers and internal ownership.

New cases today

3

Opened since 7:00a

Open cases

7

All categories

Waiting on customer

2

Response requested

Waiting on production

3

Blocked internally

Escalated

1

Manager attention

Resolved today

27

Agency team

Avg resolution

1d 4h

Rolling 30 days

SLA at risk

4

Breach within 2h

RelatedSentimentInternal ownerStatusSLA
CS-5501
Dean Kowalski
9 Menger Springs, Boerne
Property DamageJOB-1184
Urgent
NegativeAna SantosRosa Iglesias (Production)EscalatedAt risk · 1h 12mAug 1, 11:20a
CS-5502
Sandra Pham
26 Frederick Creek, Boerne
Warranty RequestJOB-1142
Normal
NeutralAna SantosDylan Carter (Sales)AssignedOn track · 6hAug 1, 2:52p
CS-5503
Hollis Barnett
1102 Ranger Creek Rd, Boerne
Insurance QuestionCLM-2291
Normal
NeutralClaire MendozaTommy Whitfield (Sales)Waiting on ClaimsOn track · 1dAug 1, 9:44a
CS-5504
Sylvia Crain
77 Wasp Creek Rd, Boerne
Billing QuestionINV-8842
High
NegativeClaire MendozaAccountingWaiting on CustomerAt risk · 34d openJul 31, 4:10p
CS-5505
Erika Fontaine
88 Pecan Grove Ln, Boerne
Job Status RequestJOB-1179
Low
PositiveAna SantosRosa Iglesias (Production)ResolvedMet · 4mAug 1, 3:26p
CS-5506
Renee Dallas
18 Old Fredericksburg, Boerne
Material QuestionJOB-1191
Normal
NeutralJames CruzDylan Carter (Sales)InvestigatingOn track · 8hAug 1, 1:40p
CS-5507
Vince Ottinger
55 Scenic Loop, Boerne
Schedule ConcernJOB-1168
High
NegativeMark ReyesEstimatingWaiting on ProductionAt risk · 3dJul 31, 9:15a
CS-5508
Marcus Bledsoe
610 Sidney Baker, Kerrville
Document RequestLD-3406
Low
NeutralJames CruzAgencyNewOn track · 12hAug 1, 9:32a

Fictional service cases. Status, notes and resolutions persist for this demo session.