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.