In an ultra-competitive Facility Management market, winning tenders is becoming increasingly challenging. Customer expectations are high, and service providers must go the extra mile to deliver flawless service quality. So, how can companies stand out and differentiate themselves in an increasingly competitive environment?
Derichebourg Multiservices is a leading player in the business and public services market. As part of a tender, the group was asked to optimize the operations of around thirty retail locations in France and Belgium. The challenge: Ensure the management of internal and external interventions across the different stores.
To improve the quality of service across its retail network, the client turned to Derichebourg Multiservices’ expertise. With the aim of modernizing the customer experience, the proposed solution needed to address several key challenges:
- Reception management
- Maintenance management
- Incident resolution
- Service provider management
To win this contract with an innovative approach, Derichebourg Multiservices chose MoveWORK as its trusted partner.
360° Intervention Management
To ensure efficient intervention management, the MoveWORK Flow solution was deployed across the retail locations. The platform enables teams to monitor clock-ins and track the opening of each store.
Derichebourg employees were equipped with high-performance tablets to manage service delivery. Thanks to dedicated mobile applications, each task is reported in real time. Activity monitoring is available at both local and global levels.
To ensure seamless coordination among all stakeholders, a shared interface was implemented. The activities of external service providers are identified, reported, and accurately monitored in MoveWORK Flow. The platform has significantly reduced response times, particularly in the event of breakdowns.
Finally, MoveWORK Flow enabled the client to identify various issues encountered by employees on site. Identifying these bottlenecks made it possible to improve processes by automating certain low-value tasks. This optimization helped enhance the customer experience and, consequently, user satisfaction.
Tailored support with certified training sessions
The MoveWORK Academy teams supported Derichebourg with the implementation and use of the MoveWORK Flow platform. To ensure full user adoption, several certified training sessions were provided.
By developing their skills on the platform, the agents were able to demonstrate the tool’s added value to their clients.
High-Tech Technologies for Successful Intervention Management
The process digitalization plan was supported by the deployment of several technologies. The retail locations were equipped with large screens, touchscreen kiosks, and tablets from MoveWORK Technologies. This connected environment helped create a unique customer experience.
From an operational perspective, QR codes were installed in each store so that service providers could provide real-time proof of their presence. Using their tablets, they can also submit corrective action requests through customized forms.
Digitized intervention management: results and benefits
The deployment of MoveWORK Flow provided the client with:
- A centralized view of ongoing and completed internal and external activities
- Real-time management of its retail locations
- Instant reporting of on-site anomalies
- Live monitoring of corrective actions and request handling
- Identification of bottlenecks to optimize processes
- Improved customer experience and satisfaction
For Derichebourg Multiservices, MoveWORK’s solutions enabled:
- Automated management of agent absences and delays
- Time savings and simplified operational tasks
- Remote monitoring of all activities
- Clear client reporting on services delivered on site