Utility Referral Operations Portal
A referral-heavy utility workflow needed a cleaner way for partners, reps, managers, and admins to move work without living in spreadsheets.
The situation
The operation had several people touching each referral: outside partners submitting work, field reps monitoring partner activity, internal reps making contact, and managers reviewing follow-up. When that work lives across forms, spreadsheets, and side conversations, the queue gets hard to trust.
The system
The portal created a role-based operating layer for submitting referrals, working daily queues, logging contact attempts, managing callbacks, reviewing status, and tracking partner payments.
What changed
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Partners could submit and check referral status
The system gave partners a cleaner way to send in referral details and see where submitted work stood.
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Reps had clearer work and callback queues
Daily work and follow-up activity were separated into views that made the next action easier to find.
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Managers could review the full queue without chasing updates
The management view made it easier to search, filter, review history, and understand what still needed attention.
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Payment status lived with the work
Commission and payment status were connected to the related referral instead of being tracked as a separate follow-up process.