Duchy Homes

I was impressed by its simplicity but also by its capabilities. Everyone that I dealt with was very professional and knowledgeable about the product. The web demo was exceptional. Lyn Stancliffe, Customer Service and Commercial Co-ordinator

Introduction

At clixifix® we’re always looking to improve our offering to our users.  

In order for us to achieve this, receiving regular feedback from our users is instrumental in influencing new feature updates and functionality.  

We recently caught up with Lynn Stancliffe at Duchy Homes to better understand what motivated Duchy Homes to implement clixifix® and how they’ve found the experience so far.  

See what Lyn had to say…


What was the problem you were experiencing prior to implementing clixifix?

The system we were using was too basic.


Was there a trigger event that made you realise your system was too basic?  Did something happen to make you look elsewhere?

Having used Coins and Salesforce at previous companies, Podio which we used was very basic in comparison. 

It served a purpose but as we are expanding it was obvious that we would require something more robust.  

I was all for using Salesforce until I looked at clixifix® which is much simpler to use and pretty much does the same thing.


How did you find out about clixifix®?

I was told of it by a colleague.




How much more efficient would you say your defect management process now that you are using clixifix?

The process is much more efficient due to everything being in one place.


 What would you say your top 3 features are?

-The ability to have everything in one place

-Being able to upload pictures and videos.

-Reporting


What is the biggest benefit to you and the team at Duchy now that you are using clixifix to manage customer care?

Being able to liaise direct with sub-contractors and information being visible to both parties.




How have you found the support from the team at clixifix throughout your time as a customer?

OUTSTANDING


What was your experience of the implementation of clixifix for you and your team?

It was absolutely simple from start to finish, nothing was too much trouble.  Everyone that I dealt with was very knowledgeable.


On a scale of 1-10, how likely would you be to recommend clixifix to another house builder?

10





What separated clixifix® from any other solutions you looked at? 

I was impressed by its simplicity but also by its capabilities. Everyone that I dealt with was very professional and knowledgeable about the product.  The web demo was exceptional.


Was there one particular feature that made your decision an easy one?

The fact that everyone could access it, enabling instant updated information for all to see.


Can you describe the on-boarding / sales process to me?  What did you like most / least?

My email was responded to very quickly, a web demo was arranged and was delivered with clarity and knowledge.  

All questions (and there were many) were answered with patience and understanding.  Everyone is helpful and professional.  There is nothing to dislike.


How has the collaboration with your home owners / residents / sub-contractors / clients improved?

It has vastly improved the ability to instantly discuss any ticket with all the information viewable to both parties in one location, no switching screens to find emails or pictures. 



How does your complaint/enquiry process compare now that you are using clixifix?

Everything is much easier to access and follow the chain of events.


How much time did you previously spend per day or week chasing Sub Contractors over the phone and how has this changed since using clixifix?

This has been cut down significantly as sub-contractors will add their own comments, appointments, photos etc.  They also know to complete tickets when a job is complete thus again saving time chasing them up.


How has clixifix changed your customer care approach and level of efficiency in dealing with your home owners/residents?

You have all of their information in one location, thus making it easier to have answers to hand.  I found myself looking at best practises for our business as Clixifix does have various ways that you can utilise the system to your advantage.


Lyn Stancliffe

Customer Service and Commercial Co-ordinator



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