Facility Management Transformation & Real-Time Feedback Integration

Designed and implemented real-time customer feedback and facility management processes to maintain world-class standards. Developed SOPs and optimized SLAs for seamless operations, integrating Salesforce to enhance issue resolution and service efficiency.

Challenges:

The facility management team at a luxury mall struggled with inefficiencies that affected service standards:

Delayed Response to Customer Complaints: Issues related to cleanliness and maintenance were not addressed in a timely manner, impacting the mall's luxury standards.

Lack of Centralized System: The absence of a centralized system to track and resolve operational issues resulted in slow response times and poor issue management.

Inefficient Cross-Department Coordination: Lack of communication between departments led to slow and inconsistent problem resolution.

Solutions:

A real-time facility management response system was developed to improve speed and operational coordination:

Real-Time Issue Resolution System: A system was created that allowed customer complaints to trigger instant operational deployment for issue resolution, ensuring faster response times.

Salesforce Customization: Integrated feedback loops were established within Salesforce to streamline communication and enhance coordination between departments.

Journey Mapping: The entire facility management journey was mapped using Miro, identifying pain points and streamlining cross-departmental communication for faster resolution of issues.

Operational KPIs: KPIs were implemented across operations, ensuring service requests were handled in compliance with defined SLAs.

Impacts:

The implementation of a data-driven, real-time feedback and issue resolution system ensured the mall maintained its luxury standards while optimizing operational efficiency, resulting in improved customer satisfaction and a seamless service experience.