Introduction:
This document outlines how PurpleFM, a comprehensive communication and workflow management solution, addressed the challenges faced by ABC (name changed), a company offering Grease Trap cleaning, Specialized cleaning, FM, Pest Control, Marine, and Diving services.
Problems Faced:
- Information Overload
ABC receives approximately 300 emails daily, creating a communication bottleneck. Forwarding these emails to department heads creates an unmanageable volume for them to process.
- Manual Processes and Lack of Visibility
Department assistants manually sort through emails to identify inquiries and complaints. This inefficient system lacks transparency and makes it difficult to track action taken. Management has no clear view of whether action is being taken on complaints, hindering accountability and timely resolution.
- Surveyor Scheduling Issues
Shared surveyors across departments lack a system to track workload, leading to delays in surveys and estimations.
- Quotation Delays and Follow-up Issues
The manual process for completing and sending quotations creates delays, and a lack of tracking hampers proper follow-up with potential customers.
- Repetitive Email Handling: Job confirmation emails follow the same inefficient routing process, further straining resources.
Consequences:
These problems lead to a series of negative impacts on ABC's business:
- Reduced Customer Satisfaction: Delays in handling inquiries and complaints can lead to frustrated customers.
- Inefficient Use of Resources: Time wasted sorting and forwarding emails could be spent on more productive tasks.
- Missed Opportunities: Delays in surveys, estimations, and quotations could result in lost business.
- Lack of Transparency and Accountability: Manual processes make it difficult to track progress and ensure accountability for actions taken.
PurpleFM Solution:
PurpleFM offered a centralized platform to streamline communication and automate workflows, resulting in improved efficiency, transparency, and customer satisfaction.
Key Features:
1. Centralized Inbox/ CRM: All communication channels (emails, calls, etc.) are consolidated into a single platform, eliminating the need for email forwarding and reducing information overload.
2. Automated Classification: PurpleFM automatically analyzes incoming emails, categorizing them as inquiries, complaints, follow-up requests, or confirmations.
3. Task Creation and Assignment: Based on the email type, PurpleFM automatically creates records (e.g., tickets, tasks) and assigns them to the appropriate department or individual.
4. Workload Management: Shared resources, like surveyors, will have their schedules readily visible within the system, allowing for efficient assignment and task distribution.
5. Survey App: Surveyors now see their schedule and update the survey details in the mobile app. This helps to make data easily accessible for the office staff to estimate
6. Streamlined Quotation Generation: PurpleFM integrates data from site survey, estimates, and service offerings to facilitate quick and accurate quotation creation with a built-in approval workflow.
7. Maintenance Management: The maintenance management system helps to schedule the maintenance jobs for both AMCs and one-off contracts. The technicians can complete their jobs and record the pictures in the mobile app
8. Integrated invoicing: The system provides automated accounting with one click invoice generation.
Benefits:
- Increased Efficiency: Automated processes free up valuable time for employees.
- Improved Customer Service: Faster response times and efficient complaint resolution lead to happier customers.
- Enhanced Transparency: Management and staff have real-time visibility into task progress and completion.
- Optimized Resource Allocation: Workload management tools ensure resources are utilized effectively.
- Reduced Quotation Delays: Streamlined processes minimize delays in preparing and sending quotations.
- On-time AMC services: Automated scheduling helps to makes sure that everyone has visibility on the maintenance jobs generated from the AMCs
PurpleFM empowered ABC to achieve significant improvements in communication, workflow management, and customer service. Contact us today to schedule a demo and learn how PurpleFM can help your business thrive!
Additional Information:
- PurpleFM offers mobile applications for on-the-go access to tasks and communication.
- The system integrates with various business tools, offering a centralized platform for all your needs.