Is Your Business Seasonal?

Is your business seasonal? Have you considered the benefits of outsourcing to support seasonality? At go-centric we support many seasonal peaks for our clients, ensuring their customer experience does not suffer during their busiest times of the year.

Did you know…. nearly 85% of seasonal businesses in the UK are being forced to secure extra finance in order to fill gaps in their cash flow?*

Perhaps unsurprisingly, over a third (36%) said cashflow was the biggest issue they come up against when adapting to seasonality. And managing stock (22%), staffing (21%) and planning (20%) were their biggest problems.

Is your business one of many that spikes during certain times of the year? To prepare, you need to adopt a strategic planning approach. You can harness and make the most of your peaks, and by doing so, will soften the need for cashflow during off peak times.

By finding the right partner, you can alleviate your cashflow issues and remove the burden of staffing issues. Working with a specialist organisation who can absorb your peaks, will save you time and money. By utilising the right partner, you can save costs for managing your peak period, for recruitment, headcount and all the costs associated with increasing your onsite resources and increase the quality of your customer experience and therefore revenue.

Outsourcing during peak times of the year gives you the ability to have a partner that will be an extension of your brand. They will handle the increased workload, with the right people, systems and levels of service to make a measurable difference. At go-centric we also provide data intelligence that will help you manage your peak periods more effectively.

Then when your peak/season ends, you can turn it off. Safe in the knowledge that when it comes around again you have a partner ready to go.

If your customer experience is paramount, and your business has seasonal peaks, we’d love to talk to you about what we can do to support your organisation.

 

  *According to research conducted by the Royal Bank of Scotland Great British Entrepreneur Awards and Esme Loans 2018.

go-centric exhibiting at SFHA Housing Scotland Annual Conference

Next month go-centric are exhibitors at the Scottish Federation of Housing Association’s Housing Scotland Annual Conference. The event on the 11/12 June, at the Radisson Blu Hotel in Glasgow is one of Scotland’s highest profile housing conferences.

The Housing Scotland event provides the chance for people in the industry to build skills and network, along with showcasing who future customers will be and what homes and neighbourhoods will look like in 2040.

Kelly Arrol, Service Delivery Director at go-centric will be joined by Partnerships Director Matthew Griffiths on the exhibition stand, and commented, “Having worked with a large number of housing associations over the past 20 years, we consider ourselves as partners to the industry, with significant knowledge and expertise to support organisations in delivering an outstanding service to their customers. We’re delighted to be an exhibitor and to attend such an important event for the Scottish housing association sector.”

The conference also features workshops from the likes of NHS Scotland, Social Bite, Keep Scotland Beautiful and Shelter. Speakers at the event include:

  • Sally Thomas – Chief Executive at the Scottish Federation of Housing Associations (SFHA)
  • Andrew van Doorn – Chief Executive of HACT, a UK innovation charity, social enterprise and industry-focused think/do tank established by the housing association sector.
  • Professor Sir Harry Burns FRSE – Professor of Global Public Health at the University of Strathclyde
  • John Loughton – Chief Executive of leadership company Dare2Lead, and Founder of The Scran Academy – a business providing employment support to disadvantaged young people

go-centric as Commercial Associates of the SFHA, are looking forward to what we know will be a fantastic event.

For more information and how to attend, please visit: https://www.sfha.co.uk/whats-on/event-details/sfha-annual-conference-2019

go-centric Workflow Innovation

At go-centric we develop bespoke in-house solutions to streamline the customer journey. One of our solutions has proved particularly beneficial to our housing association clients, although it can be adapted to service any industry with a requirement to allocate work or tasks to a dispersed workforce, or contractor list.

We can customise steps to engage with your contractors and engineers via SMS, call or email. The main aim is to automate part of the process, make it simpler, faster and reduce the risk of errors as well as the time needed on outbound calls. This improves the experience for customers/tenants and saves precious time spent on the phone.

Our workflow tool speeds up the process of passing along jobs with easy access to details for engineers using our custom-built app. We have built a real-time dashboard portal so you can see your jobs in progress at any time along with a full suite of reports. Our video above showcases the benefits of the workflow system.

Here’s what one of our valued clients has to say about it:

‘We have seen a number of benefits since the implementation of the workflow system, both for our organisation and for our tenants.

We can now upload the on-call rota ourselves whereas, prior to the portal, we had to email and await confirmation that it had been uploaded. We can also make ad-hoc changes live which is really beneficial, particularly if a change is required at short notice, allowing us to manage our on-call service more effectively.

Customer service has also improved significantly due to the system’s ability to send jobs via the app, which means that there is no longer a delay between the call being received and the task being allocated to the appropriate on-call operative. It also means that the operative has all of the relevant details on their phone, rather than having to take a manual note.

The implementation was also relatively smooth, with only minor teething problems which were quickly picked up and resolved. It is a pleasure to work with such a helpful and pro-active contractor who really does aim to deliver excellent customer service.”

Isobel Deighan, Operations Manager, Fife Housing Group

If you’d like more details on our workflow app, or any of our other innovative solutions for delivering outstanding service to your customers, please don’t hesitate to get in touch.

Introducing…. Matthew Griffiths, Partnerships Director

Introducing…. Matthew, our Partnerships Director. It’s Matthew’s job to show off go-centric’s excellent outsourcing capabilities and establish relationships with new clients. We asked Matthew five quick fire questions to get to know him.

What is your background/experience?

My experience over the last 20 years is heavily involved in contact centre performance management and outsourcing.  I have worked across several industries which has given me great exposure to what clients and customers really need.

What are your favourite things to do outside work?

Spending time with my young family is my favourite thing to do when the work hat is off and I am also a Hearts FC season ticket holder for my sins!

Tell us an interesting fact about you.

I danced on stage with Leo Sayers – sad more than interesting really.

What made you join go-centric?

It really is an excellent, forward thinking company with big ambitions. go-centric has the ability to make a measurable difference and add value to businesses of all shapes and sizes.  If you have an outsource need, go-centric can offer an outstanding solution – I want to be part of that journey.

What do you think of go-centric so far?

The go-live event we held on 17 April was a brilliant reflection of the company and the relationship we have with our clients. You get the strong feeling from the team they all want to be the best, everyone has welcomed me and thus far, I have not been picked on for being from Edinburgh!

Best of luck Matthew in the new role!

David Harper and Steve Head are hits at the go-live event

The go-centric team celebrated a fantastic launch night on Wednesday 17 April. We had a fantastic turn out, current clients, prior clients, potentially new clients, key partners, stakeholders and friends filled the office for a great evening.

We wanted to offer an event that would celebrate the creation of the go-centric brand and showcase our passion for the business and vision for the future, but also offer beneficial and inspirational information with our guests. We’re hopeful that everyone felt it was time well spent and a positive experience.

As well as a warm welcome, Jo Mansell our COO shared her wisdom on creating high performing teams and her experience of doing so across a multitude of major corporate brands.

David Harper, Chairman, demonstrated his incredible passion for customer service and talked about the difference between customer satisfaction and customer loyalty, and what leading brands do differently to become synonymous with outstanding service.

Steve Head, one of the most sought after motivational speakers in the UK, delivered his keynote and taught the audience some valuable lessons in using the power of positivity to create success. Everyone left talking about #149, the 4 minute rule, GOBs and fish, and with smiles on their faces because he is such a funny and entertaining speaker.

And in amongst the talks we enjoyed canapes, drinks and music and members of the go-centric team ran demo rooms on our People & Culture, and Technology & Innovation, showcasing all the work we’re doing to continue the transformation of go-centric and deliver outstanding for our clients and their customers.

We’ll be sharing photos and video edits of the evening on LinkedIn and our Facebook and Instagram pages, so please give us a follow if you haven’t already.

If you didn’t manage to attend on the night, have any questions or would like to know more about our business we’d love to come and visit you, or host you at our go-centric offices. Please don’t hesitate to get in touch.

 

photos from go-live event

photos from our go-live event