The effectiveness of the tools staff have at their disposal can have a profound effect on client experience. Salesforce customer and facilities management firm Just Ask found this when it worked with us to digitise its field services operations. Not only did it transform employee efficiency through automated scheduling –
saving 230 hours and empowering staff with 22% more time – but it also increased satisfaction among staff, helping to improve retainment, which is a big issue in the industry. Perhaps more important than both of these things, Just Ask is now delivering a better, faster service to residents in social housing, supporting the company’s ‘Better Places, Better Lives’ mission.
The point here is that delivering stellar service matters. And let’s face it, customer experience isn’t something the built environment industry is well known for. The sector might be predominantly business-to-business, but we’re all customers, and we all expect services to match up to what we’ve become used to in our consumer-centric world.
Embracing digital and data are key to create enduring, resilient relationships with customers and clients. It’s about having the tools to connect with customers digitally and know who they are from every angle. It’s not easy though when there are so many different channels of communication, when departments and individuals act in isolation, when there are more apps than employees, and when customer data resides… well, anywhere there’s space for it.