Fixfy
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About us

We started by helping people with water in their living room.

Fixfy was founded in 2019 to look after people whose homes had just been damaged. That’s where our way of working comes from: a person answers, follows the case to the end and keeps the person who reported it informed.

Flat upstairsLiving room The person affected calls“My ceiling is leaking” A person answersListens and asks Follows the caseThrough to closure

Illustration · example

A home request · example

From “water’s coming through the ceiling” to “all done”.

That’s how we started in 2019, with people whose homes had just been damaged. One person took each case, followed it to the end and told whoever had called how it went. Today we do the same for any space.

Water in the living roomClosed
The person affected calls“Water’s coming through my living-room ceiling. I think it’s from the flat upstairs.”
  1. Answered by a personListens, reassures and asks only what’s needed
  2. What’s wrong, written downWhere, since when, photos and how to reach them
  3. Passed to a plumberTo the right company, with all the context
  4. Visit arrangedWe tell the person before they have to ask
  5. RepairedThe company reports back and it’s logged
  6. Closure explainedWhat was done, told to whoever called

Illustrated example · not a real case

  1. 2019Where it started

    We started by answering the phone

    Fixfy was founded in 2019, building on the experience of a team that had been helping people who had just suffered damage at home. A burst pipe, water running down the living-room wall. Someone calling at that moment doesn’t want a case number. They want someone to listen, tell them what happens next and when someone will come.

    That’s who we are: people who handle and follow every case, with care. From day one, a person answers.

  2. Satisfaction

    What matters is how it ends

    The call is only the beginning. What people remember is whether we called back, whether they knew when the technician was coming, and whether someone told them at the end how it was left. So we follow every case through and keep the person who reported it informed without them having to ask.

  3. Measuring

    Measure to improve

    We measure what happens in each case: how long it takes to answer, to assign and to resolve, and how many cases reopen. Those numbers show us where a request gets stuck and what to change.

  4. Tools

    Technology that serves the team

    Digital tools brought phone, email and messages together, with every case logged from start to finish. That’s where SiGO, our technology provider, comes in. We also learned to work inside each client’s own tools.

  5. Our own platform

    Our own platform

    We took a step further and built our own platform to support the team. With it, every request is logged, AI suggests the category and priority, a person checks it and the case is followed to closure.

    We also began connecting with other platforms through APIs, to exchange the information each service needs. And we still work inside each client’s tool when that’s what we agree.

  6. Continuous improvement

    We review cases to improve how we handle them

    An answer for the next one, a fault that repeats, a step we can drop. We review it with the team and turn it into guides. Periodic reports show us how each service is going.

  7. TodayWhere we’re going

    Any space, with AI as a tool

    What we learned from home claims applies to any space that needs maintenance. Today we handle maintenance tickets across several channels, for those who own or run the space and for repair and maintenance companies, combining the team’s work with our own platform, API connections and AI to prepare the information for each case.

    AI is already one more tool for the team: it helps us summarise each case, classify it by category and priority, spot cases that repeat and start from a first draft of the reply. What doesn’t change: a person decides and replies.

Want to work with us?

We’re looking for people who know how to listen and explain things clearly.

Work with us

Photos on this site: Unsplash and Wikimedia Commons, public domain (CC0).

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What happens next
  1. 01
    A conversationYou tell us what you need covered.
  2. 02
    A written proposalTasks, hours, channels and platform.
  3. 03
    Go-liveOn the date we agree.