Improves Facilities Management
Making customers happy ought to be at the top of every manager’s priority list.
According to the Harvard Business Review, it costs anywhere from five to 25 times as much to acquire a new customer than it does to retain an existing one. Happy customers become repeat customers, and their satisfaction can speak louder than a pricey marketing campaign.
However, client satisfaction isn’t only the job of a company’s customer service department. Different aspects of a business can have an enormous impact on how customers receive it in ways that business might not expect. Facilities management has a surprisingly big impact on how well a company runs, and therefore, how well customers perceive it. By managing a company’s assets, the facilities management team has a major role behind the scenes.
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A business’s assets are more than a checklist of tangibles and intangibles to report at tax time. From the furniture that customers might sit on, to the cash registers that help them make a purchase, even to the software that tech support uses—items like these have a direct impact on customer service. In the service industry, customers will notice if furniture is in disrepair. If a company isn’t keeping track of its vehicles and doesn’t send one out in time, customers will notice if deliveries take longer than estimated. If employees are less responsive because they’re taking unnecessary time hunting down equipment, customers will take note of it.
Unfortunately, even the most organized facilities management team can’t keep track of a company’s asset management alone. According to a study published in the Journal of End User Computing, humans make regular errors while working in standard spreadsheets 88 percent of the time, no matter how hard they try. The solution? Companies ought to give facilities management teams the tool they need to be successful: asset management software.