Hi Nick,

welcome to DotNetNuke and the Form and List module.

I think this is possible:

• Create fields for your customer details like the delivery address
• Create an "link to user" field driver and make it restricted (In that case it will be invisible for your customers in form)
• Create a boolean field state, also restricted.
• One module instance is the public form for your customer requests. Setup email notifications to send a mail to you for new entries.
• Make a second page  which is only visible to you and add the existing instance to this page.Filter it for [driver]='' to get a list of new entries.
• Setup email notifications for entry updates. In the mail-to field, you will enter the name of the [driver] field. If you edit the entry and set the username of the driver in the driver field, he will get an notification email.
• Make a third page and filter it for [driver] = '[User:username]' to show the list of his tasks ....
• ...

Good luck, I guess you will come back with  a couple of questions. There is a user guide and some more tips available at www.formandlist.com

PS: All data will be stored inside a SQL database. This doesn't mean that there will be a matching table inside the database. Form and List stores its data in a serialized, cell based stream. 

PPS: There are a couple of commercial modules available in the DotNetNuke world which are even more powerful, but also more complex.