How has clixifix® changed the way your team manage your Customer Care procedures at Gentoo Tolent?
We are still a fairly new users of clixifix, but already we are seeing the benefits of managing defects through this system and what this is giving us in terms of efficiency, ease of use, live time operation and visibility across our contracts, subcontractors.
What were you using to manage the communication and process prior to clixifix®?
Prior to the introduction of clixifix we managed our defect process through a combination of Excel spreadsheets, email and telephone calls which all required an additional two people supporting the defect management function.
Was there a particular issue (es) with this approach?
The problem with our previous defect process as it was very labour intensive requiring logging of spreadsheets, client systems and issuing tickets to subcontractors, which required multiple entry of the same information.
Keeping track of the subcontractor performance also required a team chasing progress by telephone and email. Reporting to clients required almost a days’ worth of analysis before we were able to provide a report.
What are your favourite features with clixifix?
The Customer Care Team love clixifix ease of use, being able to issue tickets all within one system and its speed of operation. It has also improved communication between the Customer Care Team, site management and subcontractors.
Would you recommend clixifix® and why?
Despite the fact we are still a new user, I would strongly recommend the clixifix defect management system, as we feel it has improved our service offer to our customers. From a management perspective it gives us live time visibility and reporting across all our contracts. It provides us with confidence, we can react quickly to service requests and analyse trends and issues occurring with product or installation failure. We are already seeing efficiency benefits across our team.
Anything else you would like to add?
The ongoing support from James and the clixifix team has been fantastic. With a cloud based solution, we benefit from regular system upgrades and new features, which continually enhance usability.
Head of Customer Service Construction (MCIH)
Ravensworth House, 5th Avenue Business Park, Team Valley, Gateshead, Tyne & Wear, NE11 0HF.