Quality in every detail
Really great support services should work at all levels, from strategic and tactical to operational, and Coor’s focus is on the complete picture. Visually and functionally easy interfaces between supplier and customer ensure that our end-users get a good overall experience.
The combination of tried-and-tested solutions, new technology and strong design are key to creating a good experience for end-users. Reporting faults must be simple and easy, and instructions and other information need to be clear and relevant.
“We think it’s extremely important that our interface with the end-customer is accessible in the way the customer wants, but also needs to look great and be user-friendly. We want to provide a clear and visually intelligent approach to guiding our customers’ contact with us,” commented Helena Gustafsson, Coor’s Project Manager.
Although facilitating and developing our service encounter and fault reporting processes may sound trivial, they’re important to making our customers’ everyday business easier. Procedures need to be effective and easy to use. However, our customers face different conditions and have different habits, so Coor offers a range of options. In addition to traditional points of contact like customer service centers, phone lines, email addresses and service portals, Coor also employs the latest technology. We’ve already introduced QR codes on customer equipment with frequent fault reporting, such as coffee machines, printers, workstations and in conference rooms with several customers.
“We’ve experienced a 40 per cent increase in fault reporting for contracts where we actively use QR codes, while actual fault levels on equipment have remained unchanged. This means that significantly more end-users are reporting faulty equipment because it’s easy and quick to do,” commented Helena Gustafsson.
The customer scans the QR code on their mobile and is directed straight to a form to fill in. Because the QR code has all the information about the equipment, there’s no need to state which machine is faulty or its location. The user is also automatically taken to a form that indicates the most common faults for that piece of equipment.
“All you need to do is check the right fault and give your email address if you want to track how the fault is progressing, although most users are happy just to report it.”
Our communication with the customer after a fault has been reported is also important. If a user has requested feedback, their email address will be entered into the BPM system to receive automatic updates on case progress.”If a machine’s broken, we try to fix the problem as fast as possible and when we can’t do so immediately, we put a notice up stating that the fault has been reported and when we expect it to be fixed.”
“We also want our communication with end-customers to look nice and neat. We continuously update our graphics manual and add distinct brand collateral such as pre-printed post-its that engineers can easily stick on equipment. We also have forms and business cards that can be left to show that an engineer has been on site and who to contact with questions,” commented Helena Gustafsson.
“For some jobs it’s necessary to provide visual confirmation that a task has been completed, such as toilet cleaning. This is an important part of our communication with the end customer.”
“If there’s clear information about when an area was last cleaned, it engenders more tolerance if you find a bit of waste paper on the floor. Coor has developed a number of attractive solutions for this kind of information. Scrappy notes attached with sticky tape don’t leave a positive or professional impression. We’ve made an effort to make all our communication aesthetically pleasing and informative.
Of course, if you want full customer satisfaction, having excellent imagery material isn’t enough. Coor’s staff training continuously emphasizes that information is just as much a part of our business as filling a hole in the wall, explaining when a repair will be carried out, when it will be completed and what it will look like when it’s done.
“All our staff start their employment by taking Coor Service School. Coor Service School examines our guiding principles and emphasizes how important the overall customer experience is and that we show that we’ve visited the premises. Our staff are a key customer interface,” commented Helena Gustafsson.