A centralized Airtable system that captures, routes and resolves customer requests with automated communication at every stage.
The challenge
A business was handling customer inquiries the way most businesses do when they haven't yet built a proper system. Requests came in through different channels, got assigned informally, and followed up on inconsistently. Nobody had a clear view of what was open, what was urgent, or what had fallen through the cracks. The team was reactive instead of organized. Every missed request was a missed opportunity to retain a customer.
The solution
Built a centralized Airtable system that captures every customer request through a structured intake form, routes it into a single database, and automates the communication and tracking that was previously being done manually.
Workflow diagram
System architecture
What I built
Gives customers a consistent way to submit requests.
Eliminates unstructured inbound requests.
Stores every submission with full context and history.
Creates a single source of truth.
Alerts internal teams on new submissions automatically.
Eliminates manual checking.
Tracks requests through New, Under Review, In Progress, Completed and Closed.
Creates visibility at every stage.
Surfaces urgent requests immediately.
Ensures high priority items never get buried.
Notifies customers on status changes without manual emails.
Reduces inbound follow-up calls.
Automation engine
Operational impact
Measurable results
Reduction in manual follow-up
Improvement in response visibility
Time saved on manual customer updates
Screenshots
The structured customer-facing form that feeds the database.
Purpose · Standardizes every inbound request.
Central Airtable base with every request, status, owner and priority.
Purpose · Single source of truth for the team.
Filtered view surfacing urgent items assigned across the team.
Purpose · Keeps high-priority requests visible.
Automation that emails customers when status changes.
Purpose · Removes manual customer communication.
Key outcomes
Customer requests were scattered across channels with no shared visibility or accountability.
A single Airtable hub with structured intake, automated notifications, and status-driven workflow.
Faster response, full audit trail, and customers updated automatically at every stage.
All data shown in screenshots is sample data used for demonstration purposes.