Interactive Customer Experience Platform
Innovation is the key to excellent service delivery. Building managers demand it, and we are committed to delivering on that demand.
Traditional cleaning service delivery is built around routine and repetition. Changes and improvements to the routine are usually only made in response to service complaints, so service teams end up chasing problems rather than delivering results. To address this and give our customers a more proactive, transparent and effective service solution, we developed and deployed the Interactive Customer Experience Platform (ICXP).
This real-time customer-centric service delivery and service management system allows for immediate issue notification and response, creating a more efficient and practical workflow that puts the customer at the centre.
The Process
Building occupants raise service requests at Customer Experience Kiosks. These tablets are placed throughout the building and can be activated via voice command. The closest technician to the issue will be alerted via their wearable smart technology.
Building occupants can give real-time ratings on cleaning performance. The results are trended over time to show improvements or identify areas that need increased attention
Features and Capabilities
Live Tracking
See precisely where personnel are and where they are moving.
Issue Mapping
Monitor issue location and response times.
Customisation ICXP
ICXP is a rule-based system. These rules are customisable and can be updated to accommodate new cleaning requirements
Automated Dispatch
The closest and most qualified staff member will address issue alerts.
Reporting
Automated and ad-hoc reporting allows for unparalleled service level transparency.
No-contact Kiosks
Voice-enabled tablets allow for contactless interaction.
Monitor Asset Utilisation
IoT sensors and Bluetooth beacons allow for heat mapping of the indoor workforce and asset uptake.
Social Distancing Management
Kiosks can track the number of people in an enclosed space based on a mobile phone count. The Kiosk can then display a warning if the space is over-capacity.
COVIDSafe App Utilisation
The Kiosks run COVIDSafe so if a person notifies COVIDSafe that he/she has tested positive for COVID-19, we get the same anonymous notification as anyone else that has been in proximity and using COVIDSafe.
Compliant End-Of-Trip (EOT) Facility Management
Safe Work Australia states shared shower facilities must be cleaned after each use. ICXP uses small motion sensors to record usage and send alerts when cleaning is needed.
The Benefits
Increased levels of building occupant satisfaction because issues can be raised and addressed immediately.
Enjoy more effective and efficient service delivery by avoiding both under and overservicing.
Get access to transparent reports and see how BIC has performed over time. These reports are segmented and broken down into individual kitchens, bathrooms and areas.
Leverage technology to employ a cleaning service system that will prepare your business for the post-COVID-19 context.
Case Study -Commonwealth Bank Australia | South Eveleigh
ICXP was rolled out for the CBA building in South Eveleigh. The technology was so successful that ICXP has been nominated and shortlisted as a finalist for the Property Council of Australia’s Project Innovation Award 2020. Overall outcomes included:
- Impressive Engagement Levels: 30k+ Satisfaction Ratings and 6.5K Service Requests between May 2019 and March 2020
- High Satisfaction Rating Scores: 4.4/5 for kitchens and 4.4/5 for bathrooms
- Cost Savings: Targeted service delivery means overall service was improved by creating efficiencies, not just cutting costs.
Our work with CBA in South Eveleigh shows that building occupants respond to the technology, and because issues are addressed immediately, occupant satisfaction levels also improve. Why? Because, instead of having to wait 6-12 months to fill out a Customer Satisfaction Survey, occupants can log service requests and benefit from a proactive response.
Data & Analytics
We don't just collect data; we transform it into actionable insights. By consolidating information from multiple sources, ICXP provides a holistic view of performance activity in near real time. Managers can identify trends, areas for improvement, and make informed decisions to optimise processes.
ICXP allows us to analyse historical data to better understand performance cycles and developing trends. Armed with this knowledge, we can proactively streamline our operations, reduce costs, and enhance overall efficiency.
Additionally, we share these data insights with you – that’s the foundation of collaboration, open and honest communication.
Driving value through sensors and analytics
Our Smart Apps – are SMART.
Real time cleaner reporting
Cleaners utilise our app to receive real-time alerts of the buildings usage so they can respond immediately to areas that require cleaning. Our real-time reporting app enhances the cleaners job by connecting them to our network and delivers greater customer experience.
Digital tracking of staff
Our digital tracking app leverages low impact beacon technology throughout a building to track the location of our staff during their shifts. This facilitates timely responses to client requests by allocating tasks to the closest cleaner and it creates a digital audit trail for enhanced transparency and scheduled optimisation.
Digital inspection reporting
Our digital inspection reporting app allows you to have full view of all inspections with their accompanying information. Allowing you to track quality control through real-time results and automatic dashboards, with every inspection at your fingertips. Our staff log cleaning updates, property damage and maintenance requests, as well as to report incidents for immediate support.
Smart services enables our customers to see their buildings usage and discover insights to help predict and optimize foot traffic and cleaning behaviour. We use combination of sensors and analytics that integrate with their systems.
We collaborate with you to understand your requirements before deploying our small, low impact smart sensors in key locations throughout their building to monitor foot traffic, cleaning behaviour and usage data. Real-time usage thresholds can be set across the building with the onsite team able to respond in real-time to areas that require cleaning through our portal and app.
We securely capture all this data and visualise it in our integrated portal that provides valuable insights on how our customer's building is operating and how we are cleaning.
Using advanced analytics, we build a profile of our customer's building, optimise our cleaning and provide tangible benefits to our customers. This is achieved through data driven behaviour changes in our cleaning to deliver a more effective clean and better customer experience - predictive on-demand cleaning.
Robotics
Our fleet of autonomous robots (one of the largest in Australia) facilitates. This results in increased cleaning efficiency, improved health and safety of staff, and delivers positive tenant engagement.