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Why did you decide to go with Fixflo?
“We were using an issue ticketing system where staff would add updates to feed back to clients. But it wasn’t scaling very well or delivering what we wanted.
For planned maintenance, the issue would be put in a calendar to repeat as often as necessary. We would have to spend a lot of time with calls and emails going back and forth between residents and contractors to find a suitable visit date.
At the time, the system we were using couldn't do it. I did bit of reading on what Fixflo could do, and it resonated with me. Something clicked that Fixflo was the one. Some quite simple things, like how easy Fixflo can make it for residents to report maintenance issues. I wanted to do that, and I liked very much the ease with which it can be bolted onto our existing website to allow residents to click through into a very straightforward repair reporting facility."
How is Fixflo making your work easier?
“For planned maintenance in Fixflo, all we need to do is create a recurring service event and add all the instructions and details the contractor needs. They arrange the appointment themselves, mark the job when it’s complete and add photos.
There is a gully on one particular building that if you don't clear it out, you can be assured it will cause a water ingress problem. So my solution at the time, before Fixflo, was to put that in my calendar, and on the day that it reminded me, I'd pick up the phone to a contractor, find out when they can attend so they could give me a selection of dates, I'd pick up the phone to the resident because [the contractor would] have to go through the resident's property to find out if any of those dates are suitable, then ring the contractor back and send him an email and say, you can go. There must have been countless touchpoints of an issue.
Now, with Fixflo, all I do is create a service event, add the details, and set it to reoccur every six months.
That goes out to the contractor, and they do all of the legwork for me. They log in to Fixflo and book the date [with the tenant]. But, most importantly, they mark when the job is finished, they upload photographs and state that it's been completed.
I remember coming in one day and looking at my Fixflo dashboard, and I saw a job marked as completed. It was this gully that I had to clear, and I was like, hang on a minute, it says it's completed, but I haven't done anything.
And that was the moment that I was like, okay, this is it. This is the way I've got to manage property. "
