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 clients 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 initial investment in ICXP can be absorbed over the lifecycle of a long-term contract. The technology can deliver reductions in total service hours, consumables and even periodicals. These cost savings over time will soon cover initial investment, meaning you could end up with a more efficient service at no extra cost.

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 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. We can then advise Building Management and disinfect affected areas

COMPLIANT END-OF-TRIP (EOT) FACILITY MANAGEMENT

Safe Work Australia has stated that shared shower facilities need to be cleaned after each use. ICXP uses small motion sensors to record shower cubicle usage and send alerts when showers need to be cleaned. The Kiosk will also show which showers have been serviced to ensure compliant use

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.

EQUIPPING YOUR BUSINESS WITH ICXP

Use the contact form below to register your interest, and our customer service team will be in touch: