Strategic Team Group
All contracts moving forward will use clixifix which is testament to the success of the sustem and how it's now a core part of our Customer Service Offering Helen Blackburn, Customer Care Co-Ordinator
What was the problem you were experiencing prior to implementing clixifix®?
We previously worked with spreadsheets and while the system worked well for us, it didn’t have all the functionality required to operate as efficiently as we do now. Reporting was always a lengthy process and clients had to request to add jobs on to the system rather than being able to do it for themselves.
How much more efficient would you say your defect management process now that you are using clixifix®?
It is certainly a lot more efficient. We are already seeing benefits with client relationships and workstreams. The subcontractors with greater access to IT have embraced the system but there is still work to do with those who are less IT-savvy.
What would you say your top 3 features are?
- All KPI information at the touch of a button – easy to track trends
- Reporting simple and intuitive
- Immediate visibility of job status for clients.
What is the biggest benefit to you and the team at Strategic Team Group now that you are using clixifix® to manage customer care?
The ability for clients to add directly to clixifix® and the ability to have multiple users working on system concurrently.
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®?
It varies but it can be anything from a few hours to a whole day per month.
How much time would it have taken you to compile a complete history in readiness for a customer complaint resolution prior to using clixifix®?
It could take a significant amount of time, compiling information by looking through email trails and a variety of spreadsheets. Now there is complete audit trail via clixifix® and it is much more straightforward and less time-consuming.
How has the collaboration with your home owners/residents/subbies/clients improved?
With subbies, it is taking time to get them all on board but where they are, there is much more transparency and it is easier to monitor activity. Clients are delighted with the system. We don’t currently have much direct contact with home/owners and residents but this will change as we implement the system on more schemes moving forward.
How does your complaint/enquiry process compare now that you are using clixifix®?
Audit trail of complaints and enquiries mean that the resolution of issues is now much more straightforward – the ease of finding all relevant information is such a help.
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®?
There are certainly less outbound calls being made to subbies who use the system - we can see immediately when they have last logged in and can track performance.
How has clixifix® changed your customer care approach and level of efficiency in dealing with your home owners/residents?
All contracts going forward will use clixifix® which is testament to the success of system and how it is now a core part of our customer service offering.
How have you found the support from the team at clixifix® throughout your time as a customer?
The clixifix® team is really helpful and efficient. We receive a regular newsletter of changes to the system and new features. The team is very receptive to feedback and ideas for new requirements such as a mobile version of the site to be used on the move.
How are you utilising the additional time that clixifix® has freed up across the customer care team at Strategic Team Group?
We are able to service more clients with the same team, undertake more site visits and spend more time developing client relationships.
How has the information available through the reporting suite on contractor performance and defect trends analysis supported your business?
The information available means that everything surrounding customer care is now transparent to everyone involved. We can monitor trends and performance, making changes at an earlier stage. We can also use the information on performance for bids and tenders going forward.
What was your experience of the implementation of clixifix® for you and your team?
It was fairly challenging to begin with but that is the same for any new system replacing something that has been in place for some time. The training day from clixifix® was very positive and the team have helped massively every step of the way.
Have you, or would you recommend clixifix® to other housebuilders (if so, who and what were your main reasons for recommending)?
In our experience, the system is far better than what we were using before and we can’t see why others wouldn’t use it.
Anything else you would like to add?
Both Claire & Clair in the clixifix® team are extremely helpful, no matter what our query is. We genuinely feel like our business is valued and they are willing to spend time to sort out any issue we have.
Customer Care Co-Ordinator,
Strategic Team Group.