tracking software Making the most of your time and resources through online tracking software. By: Michael Jenkins D Michael Jenkins is president of CleanTelligent Software (www. CleanTelligent.com). Michael ran a successful cleaning company for years before developing CleanTelligent -Online Tracking Software specifically used in the cleaning industry across three different countries. He can be reached at [email protected]. for more info Visit www.cmmonline.com and type in search keyword: Technology . For more information on related products, visit www.cmmonline.com , select SUPPLIER SEARCH from the main navigation bar, and enter keyword: Software . During a time of economic downturn, businesses everywhere are finding it necessary to tighten the belt. This overall market trend has not left the clean-ing industry untouched. Marketdata Enterprises estimated the commer-cial contract cleaning and maintenance services industry to be at approximately $94 billion in 2004. Business was booming! According to the same source, after three short years, the same industry was down to $74 billion. Companies are trying to figure out how to con-tinue improving business while cutting costs. Traditionally, those two objectives seem to con-tradict each other. However, many building service contractors have discovered a new technology proven to boost business and reduce costs. They have discovered online tracking software. Online tracking software helps companies automate business processes like customer service and quality control. It is web-based, acces-sible from anywhere and from multiple devices. It gives the user priceless information and functionality to run and manage their business. This software could include such features as a client communication portal, client sur-veys, inspections, job scheduling, work orders, Now more than ever, BSCs and ISPs need to invest in technology. reports and graphs of trends analysis, time track-ing, supply inventory and asset management. The results of using such software are timely in this time and age. Companies who have implemented online tracking software developed specifically for the cleaning and maintenance industry have report-ed four main benefits: Client retention; employee productivity; reduction of costs; and an increase in sales. Client retention “With (our online tracking software), it is my estimation that the (our) customer satisfaction has increased by 40-50 percent,” says Danny Choate, quality control manager for Dale Rogers Training Center Inc. When times are tough, companies will make just about any offer to steal their competitors’ customers. Your competition will probe around until they can find any dissatisfaction with your service, and then completely blow it out of proportion, trying to create an environment of a “need to change” for your customer. If your customer has any negative feelings whatsoever that are unresolved, you have a great need to worry — even if your price is reasonable. The keys to retaining clients are: Resolve their negative feelings through effective communica-tion; correct deficiencies in services found through on-site inspections; and take long term corrective action based upon accurate measure-ment of performance over time. Rich Reagan, vice president and general man-ager for FMI Services Group at the time, credited their online tracking software in keeping a $1.4 million dollar contract. They needed something to set them apart from their competitors in order to renew the contract. The client was blown away when they saw 30 CM/Cleaning & Maintenance Management ® • February 2009
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