How the Facilities Industry Uses GoSpotCheck to Keep Customers

2

GoSpotCheck is a mobile application designed to collect thousands of data points on-the-go about service-level execution in your facilities.

We recognize that for most sophisticated facilities companies, it is no longer a challenge to collect field intelligence via a mobile application. However, once data is collected, GoSpotCheck helps with data analysis—through simple, efficient, and intuitive reporting.

3

The cost of acquiring a new customer far outweighs the cost of retaining an existing customer. This applies across nearly every facet of facility management, including landscaping, janitorial, food services, and operations. Generally speaking, it takes 4 to 10 times more to acquire a new customer than keep an existing one. However, some sources believe it’s as much as 30 times more expensive to bring on a new customer.

Increasing your customer retention rates by 5% can increase profits by between 25-95%. In fact, 80% of your future profits will come from just 20% of your existing customers.

THE COST OF LOSING A CUSTOMER

GoSpotCheck helps gain long-term loyalty by increasing customer satisfaction and decreasing customer churn through these five focus areas: monitoring daily activities, understanding tenant behavior, aggregating measurable proof of service levels, identifying training deficiencies, and showcasing well-executed strategy.

It is 4 to 10 times more expensive to acquire new customers.

COST TO ACQUIRE

NEW CUSTOMER EXISTING CUSTOMER

3

4

FIVE WAYS TO INCREASE CUSTOMER RETENTION RATES

Delivering consistent and focused quality service is the first step towards increasing customer retention. Monitoring daily activity, as a part of that overall effort, is critical to enabling seamless reporting and understanding the bigger picture.

Similarly, reducing customer churn begins with proactive, detailed examination of daily activity. Standardizing data from the space-type level—for example, classroom, lobby, hallway, entrance, etc.—enables quick data collection and immediate analysis of specific building assets. Frequent, short inspections can collect accurate data surrounding operational efficiency. By monitoring daily activities and sharing digestible reports, you can verify consistent, real-time execution for your customers—instilling loyalty and trust.

Monitor Daily Activities1

In today’s competitive environment, perfecting the customer experience is nothing short of critical. Given that each customer and/or tenant is unique, detailed customer understanding is vital to your success. A company’s ability to provide a positive customer experience is dependent on gathering and analyzing key metrics. Examining traffic patterns and servicing those patterns enables you to create tailored inspections—including maintenance checks, site audits, and janitorial inspections—based on tenant behavior. Use GoSpotCheck to review customer tendencies, then customize your inspections to increase customer retention.

Understand Tenant Behavior2

5

Does your inspection tool give you an easy way to analyze results? Advanced, actionable reporting is the result of real-time, streamlined data. As such, data collection must be optimized to enable your reporting, reduce tedious admin work, and increase efficiency. Multiple data types—qualitative, quantitative, and secondary—can offer confirmation of real-time execution. Weighing specific items by importance helps prioritize service levels. Regular check-ins and inspections, supported with detailed data like time-stamped and geotagged photos, improve customer satisfaction rates.

Aggregate MeasurableProof of Service Levels

3

6

Identifying bottlenecks and issues within your team or at your site facilitate important discussions to modify company training and education. Effectively evaluate failures on inspections, or trends in failures, to confidently understand employee performance and training needs.

Also, GoSpotCheck alerts and follow-ups clearly notify team members when additional effort is required to resolve or complete an activity. Similarly, structured reports for a closed-loop feedback process empower your team to review larger trends and make quick changes when necessary.

Identify Deficiencies and Train on Those Deficiencies

4

7

8

Collecting the right data leads to actionable insights. Increase visibility across national divisions and regions by distributing customized reports with relevant information to internal and external partners. Share real-time images with metadata including geotags and timestamps to verify a job well done and reinforce data legitimacy. Furthermore, a focus on innovation will help win new business.

Showcase and Share Well-Executed Strategy

5

The ability to break down data is critical to analysis of all service levels. Review information categorized by site, region, customer, and more with filterable reporting tiles. Shareable data guarantees transparency and clear communication to ensure proactive conversations that strategically improve both customer retention and acquisition rates.

8

Request a Demo Today