“The unprecedented difficulties faced by the property market have required us to reflect on the way we take our business forward.
“A key element of this is how we support our software customers.
“We believe our proposal, which would see the creation of two support two centers of excellence, offering an improved, more integrated service to our customers in the months and years to come.
“The proposal would see the closure of our Brackley and Pocklington offices and in turn a number of roles across our organisation could potentially be made redundant after a period of consultation with staff.
“These proposals have not been made lightly and are the next steps of a thorough review and consultation.
“We are in discussions with the potentially impacted colleagues and offering them our full support during this difficult time.”
“We are committed to offering our customers the very best service and are confident that if we were to implement the proposed changes they would not compromise this commitment.”
Any changes would, if implemented, be made as part of a long-term investment into ensuring a mutually successful relationships with our customers.
If the proposals are implemented following consultation,they would enable us to create two support centres of excellence where multiple software brands are supported.
We believe that doing so would improve the service we offer with immediate benefit to our existing customers as well as allow us to continue to improve our service in the months and years to come.
We also believe that the proposals, if implemented, would allow us to deliver an improved customer experience, with enhanced Help Centres for self serve content – how to, best practice, and troubleshooting.
Our Software business has been built up through five acquisitions which have never been properly integrated over the years.
These proposals, if implemented following consultation , would help us do that.
Among the updated functionality to be offered would be instant support with Webchat across all of our brands, providing customers realtime online support.
We have invested £30 million in our agent partners as part of our two fee structures launched in March and are committed to their success long-term.