Case Study | Richmond and Wandsworth Council
A ROCC customer for more than 13 years, relying on ROCC’s suite of technology solutions to streamline their processes and help deliver exceptional service. This has ensured they continue to maintain and improve the high standards that residents of Richmond and Wandsworth have become accustomed to.
Richmond and Wandsworth Councils serve over half a million Londoners every single day. Responsible for delivering a wide range of vital services for people and businesses, they work together to ensure residents in each Borough are looked after and catered for.
They’ve been a loyal ROCC customer for more than 13 years, relying on ROCC’s suite of technology solutions to streamline their processes and help deliver exceptional service. This has ensured they continue to maintain and improve the high standards that residents of Richmond and Wandsworth have become accustomed to.
What ROCC applications do they use?
The products used by Richmond and Wandsworth Councils are ever-evolving depending on business needs and developments in ROCC’s offering. Currently, they utilise the following applications:
- ROCC Core – The main back office system where they manage jobs, daily costs and material replenishment. This automated system has made the site more efficient.
- ROCC Media – An extension of ROCC Core, where individual jobs and properties can store unique and sometimes legal documentation including EICR, LGSR and other inspections. This includes photos from a job raised or by the operatives out in the field completing the repairs.
- ROCC Mobile – Utilised to allow their operatives to move away from paper ticket timesheets onto this application to record, monitor and complete repairs jobs. They now have around 30+ members of their team utilising the mobile platform.
Things have evolved a lot since the original backbone ROCC application Richmond and Wandsworth Councils had, which was mainly used for building maintenance, invoicing, general schedules on jobs and allocating work.
They still use ROCC’s applications for these tasks, but they’ve developed alongside ROCC as technology has improved and business needs have changed.
“Our journey since partnering with ROCC 13 years ago has been hugely rewarding and really advantageous as a business. We are now using one of the latest versions of ROCC’s software and we continue to implement new features when they become available.”
The benefits of partnering with ROCC
In his own words, Mario Agahan listed the following benefits associated with choosing ROCC.
Customer-orientated and attentive
“ROCC has always been hands-on and they get involved with everything. They always come to see us on-site and go through the appropriate processes, looking at our needs and being flexible with their approach.
“It’s a proven working relationship we have with ROCC, as they always cater to our working needs. Not only do they promote areas of their system that would be beneficial to us, but they always listen to our queries when adding new features – tailoring the products to suit our demands.”
Quick to respond and communicative
“If we have issues, ROCC always deals with it in a timely manner – they are always on hand to jump in. Plus, the flexibility they show in adapting their services is always welcomed.
“Their products interface with other systems really well and adding additional models is always a straightforward process. ROCC always offer solutions along the way and whether you take them on or not they’re always happy to help. This makes it an excellent partnership, as there is always an open and honest conversation.”
Honest and trustworthy
“A lot of suppliers will want to try and make as much money out of you as possible and don’t necessarily have your best interests at heart, but ROCC offers an honest working relationship. This means you’re able to build a good rapport and keep a good functioning system running efficiently.
“Moving forward, we are looking forward to what the future holds with our partnership with ROCC. We plan on having regular catch-up meetings to see what is on ROCC’s roadmap and how this can benefit our business. This type of communication helps to keep both parties involved in the direction we are moving in and we can learn from each other. Our partnership is built on trust.”
A word from ROCC
Matt Watts, Head of Customer Success, ROCC, commented: “Supporting Richmond and Wandsworth Councils over the last 13 years has been an absolute pleasure. Our entire service team enjoy their interactions with the Richmond and Wandsworth team.
“They always provide us with the information and support we need to offer them the very best customer service, and if we are having challenges (as all suppliers occasionally do) they are very understanding and work with us to help.”
Peter Luck, Business Operations Director, ROCC, added: “We’re all very proud at ROCC of our ongoing partnership with Richmond and Wandsworth Councils and I am extremely grateful for the continuing support they show to us.
“From service desk to senior management, all our teams work exceptionally well together and have built strong ties over the last 13+ years.
“We believe in creating strong, long-term strategic partnerships and our aim is to build these partnerships with any client we work with. Richmond and Wandsworth are a shining example of how a true partnership can enable both organisations to continuously improve and to succeed.”