Water damage restoration software

One water loss, from the first call to the last drying check

A water loss is rarely one phone call. A burst pipe can turn into an urgent callout, an assessment, several drying checks, a repair quote and a run of updates to people who are not on site. Sophiie keeps that contact on one job, so the office is not rebuilding the story from a voicemail and three text threads.

The call: water still running

For example, a restoration business might forward its after-hours calls to Sophiie. Late in the evening a tenant rings because a pipe under the kitchen sink has burst and water is spreading into the hallway. Beyond the address and the source, Sophiie asks whether the water is still running or the mains are off, and how long ago it started. Those answers go into a dispatch record with the affected rooms and access details, ready before your technician calls back.

Active water ingress can be flagged as urgent and routed by your escalation rules. Sophiie does not judge how bad the damage is or which job goes first. That stays with your escalation rules and your team.

When a storm brings the calls together

Heavy rain can bring a run of leak calls in the same hour. When several customers call at once, Sophiie can still capture each genuine enquiry, and every call follows the same rules. Active water is flagged and routed. Everything else goes where your rules send it: a ceiling stain that has stopped spreading into an assessment booking, or a job you want a manager to check first into a pending booking. The team comes back to a sorted list instead of a full voicemail box.

Owners, tenants, strata and insurers

A leak in a rental or an apartment block usually involves more people than the caller. The tenant often rings first, but the owner or property manager arranges access, and a strata manager or insurer may need details too. Sophiie records the names the caller gives, plus any insurer or strata details, in the call notes on the customer record. Calls, texts and emails stay in that history, so when the property manager rings on day two, whoever answers can see what the tenant was told on day one. Sophiie does not lodge claims, speak to the insurer or decide what is covered.

Drying checks and return visits

Once the water is out, the job becomes a series of return visits. Each drying check can be booked against your connected calendars using the job durations, service areas and assignment rules you set, so a short check is not booked like a first assessment. Assignment can follow priority order, least busy, round robin or your own rules. The customer gets drying updates by text, and a reschedule request stays tied to the original job instead of opening a new one.

The job file shows whether each visit is pending, scheduled, in progress or completed, with gate codes and access notes attached before anyone drives out. When drying is finished and the repair work is quoted, an accepted quote can become a scheduled job with the scope and notes attached, and the invoice draft comes from the same record. It works alongside your accounting software.

If a leak went unnoticed long enough for mold to grow, that is a different enquiry with inspection questions of its own, handled through the mold remediation software workflow.