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!