The process was very easy and straight forward. It was great to have a dedicated key account manager to support us through the initial implementation. Sarah Doyle , Customer Care Manager
What was the problem
you were experiencing prior to implementing clixifix?
The system we were using was dated therefore didn’t provide the full details we needed to ascertain trends. The system had limited functionality and could only be accessed by a limited number of staff.
How much more efficient would you say your defect management process now that you are using clixifix?
Clixifix has greatly improved the efficiency of the team. Issuing a ticket is a speedy process unlike our previous system. Sub-contractor and team member involvement in each ticket keeps all related information in one place which is very beneficial.
What would you say your top 3 features are?
- Sub-contractors receiving tickets via clixifix including supporting pictures
- Ease of reporting
- Notification / responses from contractors are picked up immediately.
What is the biggest benefit to you and the team at Gentoo Homes now that you are using clixifix to manage customer care?
Our ‘on site’ operatives can access relevant information regards tickets on their smart phone. Closing tickets as soon as the job is complete saving admin time for office staff and keeping records totally up to date.
How much time do you save per week and/or month on compiling reporting for your superiors/peers/clients now that you have the reporting suite on clixifix?
Collating figures on the old system could take nearly a day using the old system. This has greatly reduced with clixifix.
How much time would it have taken you to compile a complete history in readiness for a customer complaint resolution prior to using clixifix?
Although pulling specific plot information was not time consuming on the old system the information content was limited.
How has the collaboration with your home owners/residents/subbies/clients improved?
We receive more feedback from sub-contractors now than previously, although a few are still reluctant to use the system. This is a work in progress.
How does your complaint/enquiry process compare now that you are using clixifix?
Makes the enquiry process much quicker. We use an internal company wide system for complaints.
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?
All reminders were completed by email. Not only was this time consuming but also not shared information. clixifix allows a reminder to be issued in a click of a button and is recorded on the timeline
In what way do you think your home owners/residents/clients have felt a positive benefit from the system being implemented?
A more speedy response. Setting KPIs means we try to resolve issues reported within an agreed timescale.
How has clixifix changed your customer care approach and level of efficiency in dealing with your home owners/residents?
Improvements have been noticed relating to better customer feedback and communication.
How have you found
the support from the team at clixifix throughout your time as a customer?
Very helpful when calling in and the portal is also very useful. Although we plan to set time aside, now as the team is at full capacity, to look in to more functions clixifix offers.
How are you utilising the additional time that clixifix has freed up across the customer care team at gentoohomes?
We are using the time being more pro-active with our customer communications/contact.
How has the information available through the reporting suite on contractor performance and defect trends analysis supported your business?
I don’t feel I have utilised this part of the system through lack of team resource.
What was your experience of the implementation of clixifix for you and your team?
The process was very easy and straight forward. It was great to have a dedicated key account manager to support us through the initial implementation. We held a sub contractor event which you provided support and attended which was really helpful.
On a scale of 1-10, how likely would you be to recommend us to other house builders?