Working example, built for Recreational Concepts, Inc.

The update that goes out before the customer has to call, email, and stop by the office

A Google Business Profile review describes a Pentair pool heater warranty claim where the customer was told to expect contact within 72 hours, then heard nothing after follow-up calls, an email, and an in-person office visit. A separate Yelp review describes a service call that took over a month to get someone out. Both are the same underlying gap: once a ticket is handed to a department (service, pools, billing, or electrical), nothing tells the customer, or flags to staff, that it has gone quiet.

What's real: both reviews above are quoted from your actual listings. Google Business Profile (Thomas Namk, approximately 10 months ago, via PoolPad's disclosed Google-sourced reviews): a Pentair pool heater warranty claim assigned to Recreational Concepts, told to expect contact within 72 hours, no response after follow-up calls, an email, and an in-person office visit over several weeks. Yelp (Kirsten M., 08/24/21, via Yahoo Local's syndicated copy of the same native Yelp review): "it took over a month" to get someone out for service. A direct fetch of your own contact page today found no online booking, scheduling tool, service-status tracker, or customer portal, only one-way "Request a Pool/Service/Spa Estimate" intake forms and a general contact form.

What's illustrative: the tickets, customers, and department routing below are fictional, not your real service queue. The department inboxes shown (service@, pools@, billing@, electrician@) are the real addresses listed on your own contact page, used here only to show how a ticket would route, not connected to any real message. Nothing here sends a real email, this shows exactly what a customer, and your staff, would see at each step.

Staff dashboard: update a ticket

Sample tickets, fictional

What the customer sees

New request: replaces the one-way estimate/contact forms

What I'd flag before you roll this out anywhere else

Nothing here sends a real email. This demo shows exactly what a customer, and your staff dashboard, would show at each step. A real version needs an actual email service (for example SendGrid or Microsoft Graph, since your mail already runs on Microsoft 365) connected to whichever system each department already uses to log a ticket.
The five-stage flow and the four department lanes (service, pools, billing, electrical) are a reasonable read of your contact page's own department structure, not copied from your internal process. Worth a short conversation with Denise, Cortney, Jennifer, Patty, and Scott before this gets built for real, your team may route or stage things differently, and your retail store and estimate-request flows aren't modeled here at all.
The 72-hour "manufacturer response promised by" flag models the Pentair review specifically, it is not a policy you've stated. It shows what an automatic overdue flag would look like on a manufacturer warranty claim, computed from when the claim was opened, so staff see it before the customer has to visit the office to ask.
The "days since last update" flag uses a 14-day threshold chosen for this demo, not a number from your own process. It is a generic staleness check: any ticket nobody has touched in a while gets surfaced to staff automatically, which is the direct answer to both the five-month liner wait and the month-long service callback described in your reviews.
The two corroborating reviews are not perfectly clean "communication-only" examples. Kirsten M.'s Yelp review pairs "worst communication" with a workmanship complaint ("their work is shoty") in the same sentence, and a related Google review (Skelly Bixler, a five-month liner wait) pairs the delay with an alleged installation defect. Disclosed here rather than glossed over, since both could partly read as quality complaints riding alongside the communication complaint.
Your overall ratings are decidedly positive. Google is 4.0 stars across 140 reviews and even Yelp's negative cluster is a minority of 11 reviews. The communication-gap pattern is real and recurring across multiple years, but it's a persistent minority theme, not the dominant customer experience, worth knowing for outreach framing, not a sign of a widespread problem.