Risk Fluent
How Risk Fluent uses Fintrano to support lone working and improve customer communication
Based in Wellingborough, Northamptonshire, Risk Fluent is a health and safety consultancy supporting small and medium-sized businesses nationwide. Working across a wide range of industries, the team provides health and safety advice, fire safety support and workplace culture workshops.
With advisors regularly travelling to customer sites across the country, Senior Business Coordinator Gemma Richards plays a central role in organising appointments, coordinating the team and keeping customers informed.
"The ease of adoption was impressive. People can go into the system and just use it straight away. And that's what a lot of companies, like ours are looking for."
Gemma Richards, Risk Fluent
The challenge
Before Fintrano, keeping customers updated about appointments and arrival times involved a lot of manual communication. When advisors were delayed by traffic or other unexpected events, Gemma became the link between the advisor and the customer.
“It was basically a phone call trail. They would call me, I would then call the advisor. The advisor would tell me where they are. I'd phone the customer back and then tell them where they are. And then half an hour later, I'd have to get in touch with the advisor again."
As a health and safety consultancy, Risk Fluent also has to consider lone working. They take lone working seriously, both for their own team and the businesses they advise.
The solution
After seeing a demo of Fintrano, Gemma recognised its potential. When customers began asking about how they could improve visibility of their own lone workers, the business decided it was time to put the system into practice.
Gemma took responsibility for getting everything set up, importing existing customers, adding team members and then connecting calendars.
"I just literally created my account, logged on, and then just managed to make myself an admin for the company, added everyone to the company really easily using the code. I then made sure that everyone's calendars were synced in as well."
The team was up and running within weeks, with very little training required.
"The ease of adoption was impressive. People can go in to the system and just use it straight away. And that's what a lot of companies are looking for."
Day-to-Day Impact
Fintrano has become part of Risk Fluent's everyday workflow:
- Appointment communication: Customers receive notifications so they know who is coming to see them and when.
- Live location updates: When an advisor marks themselves as on their way, Gemma receives a notification and can see their location in relation to the appointment. The customer can see this too.
- Greater visibility: The office can see when jobs are underway, delayed or completed, without having to make repeated calls.
- Lone working support: The team has greater visibility of advisors travelling between appointments, helping the business identify when something might need checking.
Importantly, the team understands that location sharing is there to provide reassurance, not to monitor individuals.
"We're providing that comfort for our customers. It's like it avoids that worry or doubt of where you are. They can see for themselves where you are and we can see, oh, you're on the M6 and you've been there for the last 20 minutes, you must be caught in a traffic jam."
The Results
For Risk Fluent, the benefits extend beyond saving time on admin. Fintrano supports a more proactive approach to lone working while making the customer experience smoother.
Gemma believes this has particular value for businesses whose employees regularly travel between sites or work independently.
"If you can look on a system where it's showing you the journey or the route that they've taken and you can see that they're sat still, as a company, I would be like, okay, I'm going to phone them now and ask if everything is okay."
She is also keen to highlight that Fintrano is a tool to support, rather than replace a proper lone working policy and wider safety procedures.
"It's part of our toolkit to make sure that lone working isn't as hazardous for the business and the staff."
Customer communication has improved too, with fewer interruptions for Gemma and her team.
"The only time that I would ever have to contact the customer is if something was dramatically going wrong."
Looking Ahead
The team have embraced Fintrano so enthusiastically that colleagues are already identifying their customers who could benefit from using it in their businesses too.
For Gemma, the ease of adoption, affordability and practical benefits make it an easy recommendation to other small and medium-sized businesses.
"It just ticks the boxes that you need, especially as a small to medium business. It's easy, it's cost effective."
