WHAT’S NEW? TOMORROW’S MENT ’S TODAY
Graham Perry, business unit director of iSite, discusses how facilities management teams can help businesses to attract and retain talent, and enhance the level of service provided to customers, through the use of technology and analysis of data.
There are two fundamental components to every business – the people that keep the organisation running and the customers they serve. For this reason, it’s imperative business leaders create a workplace that not only helps to attract and retain talent, but also enables their workforce to provide a consistently high-quality service to clients.
As the FM industry evolves and more services are incorporated under the FM umbrella, we’re seeing many organisations use big data to improve the way their business is perceived by both customers and employees.
Using a licence plate recognition system is just one way teams can deliver the above. Instructing employees’ to enter a guest’s
Your workforce, mobile & connected.
Concept Evolution Workplace Technology & FSI GO Mobile Workforce Management from FSI
vehicle details, along with any additional preferences or requirements, when booking a meeting on an internal operating platform generates valuable information that can be used to substantially enhance customer service. Not only are front of house teams informed of the customer’s arrival before they walk through the door, they’re also able to notify the relevant employee, ensuring they’re on time for the meeting, as well as going the extra mile by making sure such things as access to Wi-Fi and the client’s preferred drink are prepared in advance.
The use of such technology also has the potential to be taken one step further, and moving forward we may well see organisations utilise the data which licence plate recognition systems provide to improve the working environment for employees. For example, when an employee drives into the car park this could set off a trigger that turns on their computer and controls the temperature in their area of the building.
While this is only one example, creating an environment that appeals to customers and employees is high on the agenda of senior management teams and this can be achieved through the use of technology and big data analytics. There is a significant opportunity here for FM teams to make their mark and demonstrate the added value they can provide to the overall strategic goals of a business.
CUSTOMER EXPERIENCE IS
KEY FOR FUTURES Futures Supplies has teamed up with independent feedback provider Feefo, in an attempt to gather genuine customer feedback with the intention of continually innovating and improving its customer experience.
This follows the growing trend for end users to research a company, as well as its products and services, online prior to purchasing.
Speaking of the new relationship, Marc Kemp, Managing Director of Futures Supplies, said: “Such a high percentage of buyers check reviews before making purchases these days that we felt it was critical to provide this facility to continually build our customers’ confidence in the products and services we provide.
“The ability to share reviews that demonstrate service and build trust, not just on our website but across social media platforms, helps our existing customers and potential new customers make a fully informed purchasing decision.
“Feefo provides the tools for us to continually improve our customer service offering, enabling us to focus attention where it’s needed most.”
Feefo has established itself as the choice of consumer generated ratings and reviews for all manner of organisations around the globe, including key names in store retail, business service providers and financial services.
www.future-supplies.co.uk
+44 (0)1708 251900
info@fsifm.com
www.fsifm.com
06 | TOMORROW’S FM
twitter.com/TomorrowsFM
at The Facilities Show, 21-23 June, ExCel London, for a demonstration
on stand R1300
Visit FSI
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