How service technology can help the cleaning industry to meet evolving customer needs

New technologies combined with evolving buyer expectations are taking customer service to a whole new level. In response, service technology is being used to help the cleaning industry provide added value to customers. 

For example, portals and dashboards give customers access to all the latest service and performance reports, without having to rely on calls or emails. So customers get all the info they need, while the admin burden on your team is reduced. Because customers always know what’s happening, this leads to higher levels of satisfaction.

Online portals and apps are also being used to make it easy for customers to feedback on the service they receive. However, where customers tell you about their experience you must use this knowledge to address any problems. As such cleaning companies are also using big data and analytical functionality to help spot trends and improve. 

Undertaking regular checks is also crucial to ensuring the high standards customers demand. So, savvy cleaning companies are moving from paper-based to digital checks (with no room for error). These forms are then automatically synced with back-office systems in real-time, so managers always know what is happening on the ground. Today, the use of mobile apps and reporting is helping to speed up the process while ensuring more consistent reporting. What’s more, this data can also be shared via customer dashboards making it easy for cleaning companies to provide more precise information on the status of checks and other activities.

Software that enables automation is also being used to improve standards of customer support. For example, repetitive tasks can be done automatically while ensuring that processes are simplified, standardised, and streamlined. This means that customer service teams spend less time on mundane tasks, and more time responding to more complex enquires. 

Moreover, because modern service management software and apps allow all your employees to share information in real time, everyone has access to the same data. So customers don’t get frustrated by mixed messages or having to relay information more than once.

Today, keeping customers happy is vital. And with the technology available to do this, cleaning companies not currently investing in service management tools could soon get left behind.