The Complete Journey

This is the most important guide in the entire Rivvex system.

A job journey is the full life of a single piece of work, from the first phone call to the moment the last invoice is paid and the job is marked complete.

We’ll walk through every phase, and every step, of a realistic example.

The story: **Sandra Chen calls about a broken deck at her summer cottage near the lake. She needs it fixed before the summer season starts in 3 weeks.

The 3 Phases

Every job goes through 3 phases:

Phase 1: Planning

You gather information, and work out the plan. (Steps 1–4)

Phase 2: Execution

You do the work. (Steps 5–9)

Phase 3: Closeout

You get approval, send the bill, and get paid. (Steps 10–13)

Let’s walk through each step.

PHASE 1: PLANNING

Step 1: The Initial Contact

Sandra Chen calls. She says her deck is damaged: a section near the stairway is soft and one board broke off. She needs to know if it can be fixed.

**What you record at this stage (the very basics) is enough to get started.

In the system, you create a new customer record with her name, phone number, and a job titled: “Deck Damage Assessment.”

You enter the address, and the location: “Rural Route 7, Maple Lake” You write a brief note: “Deck is soft and a board broke. Customer needs repair ASAP. She isn’t at the location now but will be next weekend.”

**The key takeaway: You don’t need to know everything right now. You only need enough to start.

Step 2: Deciding the Approach

Now you ask yourself the important question: Do I have what I need to move forward, or do I need more information?

There are 3 possible paths.

Path A: All Information Is Available (Skip This) If you can fully price and schedule the work from the phone call alone, you can skip the on-site review entirely. You would mark the approach as “Quote Now.” This is when the problem is simple, the scope is clear, and the price is standard.

Path B: Need to Inspect First (This is our example) In Sandra’s case, you can’t price the job without seeing the damage. She mentions the deck is “pretty old.” Is it 1 board, or is the structure rotted, or is the entire framing compromised? You don’t know.

You set the status to “To Review” and schedule a site visit for when she’ll be there.

Path C: Need a Price First Then Get on Site (This is our example) You can go this route: Schedule a crew member to visit, have them fill out the on-site review form, and send the quote once they have the details.

All 3 paths are normal. The system handles all of them. The most common approach for service businesses like yours is Path C: Review, then Quote.

Step 3: On-Site Review

The next week, Sandra says she’ll be at the cottage on Saturday morning.

You schedule crew member Mike to visit at 10 AM. The schedule now shows the review slot for Saturday.

On Saturday, Mike goes to the site. He sees:

The sub-flooring under the soft section is completely rotted.
3 joists are compromised.
The broken board is fine; it’s the structure underneath that’s the real problem.
The rest of the 200 sq ft deck is in decent shape. No rot on the other side.

Mike fills out the on-site review in his mobile Rivvex app:

Scope needed: Remove rotted 200 sq ft section of the sub-floor and 3 joists. Replace with new pressure-treated. Cap all the old screws are stripped.
Materials estimated: 30 boards, 3x 16’ PT beams, 120 screws, 1 quart stain.
Estimated labor: 2 days. 2 crew members.
Photos taken: 4 photos covering the rot, the joists, the rest of the deck, and the stairway.
Total estimate: $2,400. He marks it as “In Progress” in the app.
Additional notes: “Deck has a good foundation. The rest of the deck will last another 2-3 years. No structural issues beyond the area we assessed.”

He hits Submit, and all of this goes into the Rivvex system.

The job’s status automatically shifts to “Quotable.”

Step 4: Sending the Quote

You are at the desk. The job is marked “Quotable.” You open it and see:

Customer: Sandra Chen
Job: Deck Repair
Status: Quotable (ready for an on-site review)
**Assessment report from Mike with 4 photos
Scope of work: Remove 200 sq ft of rotted sub-floor, replace 3 joists, cap all the old screws are stripped, add a 10-step stairway.
Estimated cost: $2,400
Estimated time: 2 days

You click Create Quote.

The system builds the quote from the assessment. You review it. You can adjust the price if Mike’s estimate was low or high. Let’s say it looks right.

You send the quote to Sandra via email from the Rivvex. She receives a branded, professional-looking email with:

Your company name and logo
The scope of work, the price, the timeline
A button that says “Accept Quote”

She can do what she wants to do with the quote. If she has questions, she replies, and you see her reply in Rivvex.

2 days later, the system notifies you: “Sandra Chen accepted the quote.”

The job moves to “Approved.”

PHASE 2: EXECUTION

Step 5: Scheduling the Work

Sandra is happy. You look at the schedule. Monday and Tuesday morning are open for the 2-person crew.

You:

Set the job for **Monday at 8:00 AM
Assign 2 crew members to this day and the next.
Add a note: “Sandra will be home. Leave key at the gate to the gate.

The schedule shows the deck repair for both days.

You send a scheduling confirmation to Sandra. The system sends her an email or text: “Your deck repair is scheduled for Monday, June 12, at 8:00 AM. We expect to finish by Tuesday. We’ll confirm with you on Friday.”

Step 6: Preparing the Day Before

On Friday afternoon, you review the schedule for Monday.

Checklist for the office team:

The job is in the schedule for Monday and Tuesday
The right crew is assigned: Mike and Tom
The address is correct: 777 Lakeshore Drive, Unit 12B
The quote is accepted on file
The materials are ordered and in the yard (or the crew will pick them up)
Sandra has been notified (or she has the job on the schedule.

On the mobile app, the field team can see the same things.

Checklist for the field team (on the day before or first thing in the morning on the day of):

Review their Today’s Schedule on the app. See the Sandra Chen deck repair at 8:00 AM
Read the job description and notes on the deck and the gate.
Review the photos from the on-site review so they know what to expect.
Gather all the materials and tools they’ll need.
Confirm the route. If they have multiple jobs that day, make sure the deck is on the route.

Step 7: The Day Of, En Route

Monday morning, Mike and Tom show up at 7:30 AM. They have the deck and everything they need.

Mike opens his phone. In the Today’s Dashboard, he sees:

Deck repair for Sandra Chen, 8:00 AM, 777 Lakeshore Drive, Unit 12B

He hits “En Route” on the first job. This does 2 things:

The office knows Mike and Tom are on the way. (You get a notification.)
If the office needs to reach them, the system shows they are “On the Way to the Lake.”

They drive to the location.

Step 8: The Day Of, In Progress

They arrive at 777. It’s 7:55 AM on time.

Mike takes a quick photo of the area (the gate was locked, no car in the driveway.

He taps “En Route” and then “In Progress” on the app.

This updates the status for the day:

In Rivvex: The job is now “In Progress.”

They work all morning. Sandra comes out at 9 and the job is going well.

They work all morning, and the afternoon. By the end of the day, the area is done.

Step 9: The Day Of, Day Complete

If the job will take more than 1 day, the end of the day, Mike takes a photo of the work done, and writes a note: “Day 1: Removed the old section. The rot is worse than expected; 12 sq ft of joist replacement needed. Day 2 will cover the new joists and re-attaching the deck.”

He marks the job as “Day Complete.”

In a 2-day job, the schedule shows the job on both days.

Step 9b: Day 2, Finishing the Job

They return the next morning and pick up where they left off.

By 12:30, they are done. The deck is repaired, the area is cleaned up.

Mike takes a final photo of the finished deck.

He marks the job as “Day Completed,” the final day.

PHASE 3: CLOSEOUT

Step 10: Getting Sign-Off from Customer

Now it’s time for Sandra to confirm the work is good.

Sandra comes out to the deck. She walks around, checks the work, and she is happy.

Mike has her sign the mobile device to acknowledge completion. The signature is saved to the job record.

Mike also has the system prompt the customer with a question: “On a scale of 1-5, how would you rate the work done today?” Sandra taps 5.

The status moves to “Pending Sign-off.”

Mike notes: “Sandra is very happy. She said the deck looks like new. She’ll recommend us to her neighbors.”

The status moves to “Invoiced.”

Step 11: Preparing and Sending Invoice

The office has the job is marked as “Complete, Awaiting Invoice.”

You open the job. The system shows:

The accepted quote was $2,400
The actual work matches the quote. No extra scope, no changes.
All work is complete.

You click **“Create Invoice.”

The system builds the invoice from the accepted quote:

Customer: Sandra Chen
**Work performed: Replaced 200 sq ft of rotted deck
Price: $2,400
**Invoice #INV-2026-0847

You send the invoice to Sandra’s email. It’s professional, branded, has your logo, and includes a payment link.

The customer has the invoice and can pay with a credit card.

Step 12: Getting Paid

2 days later, Sandra pays the $2,400 by clicking the payment link on the invoice. She uses a credit card.

The payment is recorded in the system.

You get a notification: “Invoice INV-2026-0847 paid in full.”

The job’s status moves to “Paid.”

Step 13: Job Complete

The work is done. The customer is happy. The bill is paid.

The status moves to the final status: Complete.

The job is closed. It stays in the system for future reference.

If Sandra calls in 6 months about something else, you can look back and see the deck repair you did, and how it went.

This is the complete journey of a job in Rivvex.

What If Things Don’t Go As Planned?

The customer cancels before work starts.

You mark the job as “Cancelled.” Add a note explaining why. Any quotes or schedules are automatically cleared. The schedule is updated.

The customer cancels mid-project.

The work done to that point is documented. You bill for what was completed. The job is marked “Cancelled.” The partial work is on record.

The scope changes on site.

The crew member documents the change in the on-site. You, a revised quote is created and sent to the customer for approval. The new quote is attached to the job. Once accepted, work continues under the new scope.

The customer is unreachable.

The crew member’s notes document the attempts. The job is rescheduled. A note is added: “Attempted to reach customer at 9:00 and 11:30. No answer. Rescheduling.”

The customer disputes the quality or cost.

The dispute is recorded in a note. You may pause the sign-off. If work needs to be redone: the crew member does the necessary corrections. The correction is documented. If the invoice needs to be adjusted, the revised invoice is issued. All of this stays in the job record so you have a complete history.

You can read in detail about each of these in the “When Things Go Wrong” section.

Quotes Common Scenarios