Clixifix is right at home

A Durham software firm is helping to take the drama out of aftersales care for new homeowners.

Chapter Homes called in customer care software specialists Clixifix to enhance customer experience at its new development in Newton Aycliffe.

Clixifix has developed a pioneering platform that manages client feedback and repairs for the construction sector.

Chapter Homes managing director Richard Roddam said: “Snagging is perceived as the house gone wrong and can negatively impact the purchasing experience, but in reality, it’s an unfortunate, but necessary part of the process.

“By using Clixifix to deal with it, it becomes a key plank of customer care and brand reputation.”

Clixifix helps housebuilders assure purchasers that issues are being dealt with, keeping them informed on progress. ‘Tickets’ are created for every reported defect or repair – categorised by priority and time – then issued to the appropriate contractor or sub-contractor.

A reporting function in the software also recognises trends in defects and helps eliminate them from the construction process.

Clixifix managing director James Farrell, said: “Customer care starts with better communication and much of that communication is now online. That makes it harder to retain those soft skills, but what we have created is an area where the client can talk directly with the person or company that has carried out the work.

“What happens is people read material saying “‘move into your perfect new home’ whereas in reality there are many things that can go wrong. The key is how you deal with the bits that go wrong and communication between buyer, builder and sub-contractor is critical.

“Once a ticket is created, there is a countdown until the ticket is closed or resolved. Sub-contractors are nominated on the ticket, so they know how long they have to respond, and the process goes from there.”

Clixifix has been helped by Sunderland Software City , whose business support specialist Jeni Banks, said: “Clixifix is a fantastically innovative and agile young company that has created a solution to an issue that has plagued housebuilders for years.

“It’s great to see Chapter Homes seizing the opportunity to enhance the customer experience and utilising this fantastic new software.”