tracking software FMI’s new online tracking software and what it could do for them. FMI beat the competition and was able to keep that account. According to Reagan, the online tracking software has “streamlined communication between their clients and their manage-ment,” making it easier than ever to retain clients. Traditional methods of communication like on-site log books, phone calls and e-mail are sufficient, but not as effective as online tracking software. The easier it is for your clients to com-municate with you, the more they will communicate with you. The more they communicate with you, the more you can resolve any issues they may have. And, the longer you can keep that account. Online communication tool Here are some specific benefits of using online tracking software to communicate with your clients: • Super convenient (no e-mail to find, just three clicks and the message is sent) • Messages integrate with e-mail and text messages (people can receive and reply to messages right from their computer or phone) • Replies are grouped with the original message for easy review and analysis • Client communication can be escalated to and monitored by upper management • Client messages can easily be tracked and used to hold employees accountable and track trends • Your clients can (if allowed) view inspection data, message tracking data and mes sage history. more than others, bringing about optimal customer satisfaction and quality control. Mark Moninger, president of St. Moritz Building Services, calls online tracking soft-ware “revolutionary to the service industry.” Since implementing online tracking soft-ware, Moninger has reported that customer service, quality control and providing serv-ices are much more effective. He also noted that management time is more focused thanks to the depth and qual-ity of organized information. Price is not the only factor considered when evaluating bids. Numerous companies have reported that online tracking software has been instrumental in winning big contracts. During the bid process there is simply no comparison between the companies that offer modern technology and those that don’t. Online tracking software will put any company leaps and bounds ahead of the competition. Through online tracking software, you can show your customer how you will be held accountable for all contractual work. Customers feel assured that their agree-ments will be honored. Clients like the idea that they can log in and see inspections, schedules and that their requests are being tracked. Customers feel informed and taken care of without much effort from you. Scott Murray, while with BG Service Solutions, said, “Total revenues within our division have more than doubled in the past two years, and we credit our success to (our online tracking software).” According to Murray, the company spent about one third of their proposal time explaining how their online tracking soft-ware will resolve the ongoing problems that the customer has experienced with past cleaning companies. Obviously, if you want to impress poten-tial clients, don’t forget the technology. Not all online tracking software is the same. Do your research and compare before deciding on which software is best for your CM company. Employee productivity “The productivity of our operations per-sonnel has increased by 25-30 percent through their use of (our online tracking software),” adds Tim Conn, director of operations for Anago Cleaning Systems. The number one expense in the cleaning industry is labor. With the recession upon us, no one can afford to waste time. Productivity in your company is increased when the evaluation, correction and adjustment of performance is made easy, accurate and based upon solid results of measurement. This cannot be done effectively through manual or paper processes. Online tracking software gives compa-nies the ability to easily measure perform-ance through hand-held devices and a web-based interface. With just a few clicks and/or a few bar code scans, you can measure time, quality and quantity of performance. Not only will you be able to correct defi-ciencies in services as they are found, but you will be able to monitor performance over time and make permanent changes that will bring about the most effective results from your employees, thus helping them be more productive. Your inspectors will know which build-ings need the most attention and your clean-ers will know which services to focus on Reduction of costs “With (our online tracking software) we were able to reduce our staff by two full-time positions, providing a savings of $48,000 per year,” says Joseph Jenkins, president and CEO of BearCom Building Services. Reducing costs is usually equated with sacrificing quality. However, companies using online track-ing software have reported an increase in quality while reducing costs. BearCom, a Salt Lake City building serv-ice contractor, was able to replace a full-time inspector and a full-time customer service coordinator with the use of their online tracking software. Whether in the cleaning or other indus-tries, computers and automation have proven to reduce labor costs. Increase in sales Companies have always been hungry for new business; few can survive without an influx of new clients. There are so many cleaning companies looking to win new accounts. What will set you apart from the others? www.cmmonline.com 31
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