Case study
Reinstatement cost assessments tracked from first contact to payment
Earl Kendrick's reinstatement cost assessment team works to a 12-stage process, from first contact to payment, with service levels along the way. We are building a tracker around that process so the team can see where every instruction stands.
2026
What we built
- 12 RCA stages, plus query and on hold
- Service levels for contact, visit and report
- Photo capture on site
- Residential and commercial assessments
The challenge
Every reinstatement cost assessment, residential or commercial, moves through 12 stages, from initial contact and quotation through instruction, site visit and report to invoice and payment, with separate states for queries and work on hold. Service levels sit on top: contact the client within 2 working days of an instruction, aim to visit within 4 weeks, and finish the report, quality assurance included, within 10 working days of the visit. The process lived in a written guide, YourEKA stage numbers and Outlook calendars.
What we did
- May 2026 — discovery with the RCA team and group operations to map the stages and service levels
- Scope — on-site capture is photographs only, with no SketchUp models or digitised site notes
- July 2026 — design walkthrough with the team, with the build under way
What we built
A tracker that follows the team's own stage numbers, so each instruction's progress and service levels sit in one place.
The result
The tracker is in build. Discovery settled what it must hold: the stages the team already works to, the service levels each instruction is measured against, and photographs as the on-site record.