Situation and requirements
Status lived in chat threads. New staff could not see what was true, and weekly updates were rewritten from memory.
Problem
There was no system of record for the job, so an agent would have had nothing reliable to read.
Approach
We put the job, the owner, and the status in one application. An agent reads that record and drafts the update. A person posts it.
Outcome
The update matches the record. Unclear jobs stay in a review queue instead of becoming a confident wrong note.
Deliverables
The application, roles for the team, the draft workflow, and notes on what the agent is allowed to read.