Unveiling the Power of Data for Your Clients
This article appeared in the June issue of BSCAA National Newsletter.
In today’s competitive commercial cleaning industry, reporting solutions have emerged as indispensable tools for driving exceptional service, retaining clients and winning new business. That’s because clients – driven by regulatory requirements and their own bottom line – are seeking more ways to ensure they’re cleaning partners are delivering high levels of cleanliness, hygiene and sanitation, as required by their contracts.
As this demand for transparency and accountability increases, there are several different ways you, as their cleaning partner, can leverage reporting data to come to the table prepared.
To support quality of service delivery and proof of service:
- Daily summary report
This type of reporting shows what types of activities were performed within the last 24 hours. It enables you as the cleaning partner to track events, tasks and checklists completed by all cleaning staff onsite. Reports like this can be configured to be shared automatically with your clients, so they can easily see proof of completed work. This can also help drive additional requests from those clients in the form of ad hoc work, depending on any gaps these reports may identify in work that wasn’t previously outlined in their contract.
- Audit reporting
Audit reporting dives deeper into inspections as a method of tracking quality of service. It measures quantitative data against necessary client inspections, highlighting areas of improvement along the way. When conducted jointly with the customer, you can also enable your client to see first-hand the cleaning service provided based on a pass/fail methodology.
- KPI reporting
Use this kind of data to track – and provide a visual summary of – your progress against KPIs within the client contract. Over long periods of time, this kind of information is critical in determining trends and informing future contract needs.
To improve the way you’re carrying out your SLAs:
- Issue management reporting
When issues come up, it’s important from a financial and safety standpoint to resolve them quickly. Issue management reporting allows you to identify and swiftly take corrective action on issues. Depending on configurations of owner assignments, you should be able to clearly see who needs to respond and manage the issue while keeping all stakeholders (including your clients) informed on progress, actions and outcomes.
- Exception-based reporting
This type of reporting should be in place to automatically notify you of any service delivery item that is missed or not completed. Whether a cleaner fails to show up for their shift or doesn’t complete their work, you should receive reports of what these exceptions are so you can quickly resolve them in support of client satisfaction.
While there is a growing demand for this type of data in our industry, the fact is not all software is created equal – especially when every company requires unique reporting needs. That’s why Lighthouse, TEAM Software’s mobile workforce management solution, has developed ways to customise dashboards and track KPIs, based on the KPIs that matter most to your business. With it, we’re committed to helping you unveil the power of data for your clients.