Lancashire-based web and software developers Code Galaxy have built a transformative customer hub, job management system and bespoke website for Research and Development Specialists Ltd (RDS).
RDS specialise in helping companies to apply for and secure R&D (research and development) tax relief. They wanted:
• a bespoke customer service hub that would increase transparency for its new and existing customers, and streamline internal processes
• a job management system that would document and track customer accounts through their R&D lifecycle each year
• a fresh new website that incorporated a bespoke content management system to manage the creation and modification of its digital content.
The website developed by Code Galaxy can be found here: https://randdspecialists.co.uk.
In the customer service hub, customers have access to their account to track its progress and submit project details by email, notes or voice notes. All customer interactions can be viewed, and alerts are sent to the RDS team so that they can keep on top of changes and submissions in the claim process.
The job management system integrates with Zoho CRM (Customer Relationship Management) to view and use historical customer records, allowing both elements to operate from one system.
Critically for RDS, the systems combine to create a seamless process with slick communication between customers and RDS internal teams, with little room for human error. There is also a new customer referral feature so that businesses who send referrals to RDS can be rewarded with a commission. All referral fees and the progress on accounts can be easily tracked for full transparency.
Director of Code Galaxy, Nicky Speakman, said: “This project benefited from our combined expertise in software and website development. The intricacies of having different systems work together within one website, with customer service as the driving factor, gave us the opportunity to dig deep into our experience and the combined skill set of our team. It was incredibly satisfying to see the successful end result and a very happy client.”
Mark Joyner, CEO for RDS said: “Having heard fantastic reviews about Code Galaxy from other businesses, it was a no-brainer for us to engage with them on this exciting project. From the outset project spec meeting through to the completion of the system I can honestly say the Nicky & his team were exceptional, their knowledge was impressive & nothing was too much trouble, they really did have a can-do attitude.
We see Code Galaxy as an extension of our business now, as our out-sourced development team & we are already looking at further features and enhancements for the new nub over the coming months. They were a true pleasure to work with.”
Roy Quick, Sales Manager for RDS added: ““I think the thing I’m most proud of about the hub is that we’re bringing client control into the 21st century by even enabling voice notes as an option in how they communicate with us, removing any call centre-like queues or having to write lengthy emails to us. It’s making us as a company much more accessible and allowing us to provide an even better experience and service.”
