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FM and the strive for service excellence - three takeaways from our industry roundtable

Posted by Steve Alderson on June 15, 2012

On Wednesday, we hosted a round-table with Facilities Management Journal (FMJ) to discuss the topic of service excellence and examine the methods for achieving it.

The session, chaired by Simon Iatrou, FMJ Editor, brought together industry leaders to share opinions and discuss the issues and challenges faced by managers in the FM space today. The session was attended by representatives from BIFM, MITIE, the BBC and Channel 4.

Hosted at the revered restaurant Roux at The Landau, representatives gathered and discussions focused on three key areas:

1. How do we strive for service excellence?

One thing is clear, an organisation considering service excellence should think first about providing a relevant and value-added service for the customer rather than how much or how little they should be investing in it. A challenge for FMs (and indeed any organisation) in today’s climate is to provide appropriate service levels and services without focusing foremost on the cost.

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5 ways dynamic scheduling can drive efficiencies & deliver excellent service

Posted by Steve Alderson on June 7, 2012

Given the economic backdrop of a double-dip recession and the upcoming Olympic Games, the task of investing in customer service, whilst driving efficiencies, becomes ever more difficult to juggle. In this blog we identify how having real-time geo-location information fed into a dynamic scheduler system can help field service organisations achieve both.

Below are just five ways that dynamic scheduling can increase efficiencies and customer satisfaction:

1. Reduce repeat visits to the same customer by scheduling experienced staff to challenging jobs; decreasing the time spent on each job whilst increasing first time fix rates and customer satisfaction

2. Use real-time tracking data to gain instant visibility of your workforce and to identify traffic hotspots and congestion - schedule alternative routes to reduce fuel and time wastage and keep customer appointments

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Revealed: good service pays and poor service costs – it’s official

Posted by Steve Alderson on May 30, 2012

Our findings launched this week from YouGov research reveal that organisations that invest in service excellence are 54% more likely to receive repeat purchases from customers. Moreover, 47% of consumers will pay a premium for products or services where they believe they are likely to receive good service.

During the YouGov survey, 2,084 online respondents were also asked to name the brands they believed were best when it came to customer service and delivery. John Lewis ranked first for customer service, with Marks and Spencer and Amazon ranked second and third respectively; Tesco, Asda and Virgin also appeared in the top ten ranking brands.

Other results included:

  • 82% of respondents said they would tell other people about a bad experience, three times more than those who would tell others of a good experience

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Why a double-dip recession needn’t mean a compromise on service levels

Posted by Steve Alderson on May 9, 2012

At the beginning of the year we predicted that the UK would be pulled back into recession, albeit not as deep. Unfortunately, following the recent announcement from The Office for National Statistics, that prediction has become a reality and the UK has officially returned to recession. With that in mind, we look at how organisations can use technology to deliver service excellence against a challenging economic backdrop.

The value that organisations put on great service is never more important than when its customers are feeling the pinch and are evaluating the service they receive versus spend. This challenges organisations and service departments to provide a level of service that customers value, whilst managing their internal budget constraints.

Realising the value of a satisfied customer base will give organisations the impetus to prioritise delivering great service to new and existing customers. Our financial modelling tool, the Value of Service Calculator, enables service managers to put some hard numbers against the value of service and understand the impact poor service has on revenue and profit.

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How poor service comes at a price - and some tips for best practice delivery

Posted by Steve Alderson on April 26, 2012

Last week saw Yodel controversially raising prices for service to meet consumer service demands and match the ever-increasing need for flexibility.

The UK's largest parcel delivery company put the price hike down to the enormous growth in online shopping, and enhancements to its service, including a six day a week, increasing to seven days during December, with the removal of premium charges for weekend deliveries, and standard pricing across the UK. It also referenced other technology enhancements such as SMS and an improved online service. All good enhancements, which unfortunately backfired.

The outcome was public outrage and a host of negative comments from consumers who had experienced poor service, and demonstrated how bad service can damage a brand and come to the forefront at the first opportunity.

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