A “good” recycling and waste management company will provide automated work order tracking as part of their customer service solution. So you may be wondering, what is “automatic work order tracking”? This is a good question that “many” potential clients neglect or don’t know how to ask.
Customer service from a “good” management company will not only provide “live” customer service for all customer locations 24 hours a day, 7 days a week, 365 days a year, but which will also include customer service software that allows the company to automatically track each work order. So how does this process work? This is an important fact to understand. With a “good” company, whenever a customer location submits a problem or request via phone, email, customer portal, etc., the customer service person submitting the problem or request will enter the details in the company CRM (customer resource management) tool and create a work order. The customer service person will then assign the work order to the appropriate personnel, as well as assign the appropriate response or resolution timeframe. If the designated time period entered occurs without the work order being completed, the CRM will notify multiple staff members automatically (via database red flag, auto-generated email, etc.), for who know how to address it immediately. Let’s face it, in most industries, customer service is one of those areas that constantly receives inquiries, requests, issues, etc. Therefore, it is not difficult to overlook some things. Automated work order tracking is much needed to create a key layer of redundancy to ensure work orders are addressed promptly. And just to raise the bar a little higher, “good” companies will create one work order for the customer side of a problem and another for the carrier side of a problem. For this high-quality company, the customer’s location account will remain red flagged until the work orders for both the customer’s location and the carrier have been closed. It is difficult to have “finger pointing problems” when both parties have agreed that a request has been fulfilled or a problem has been resolved. This quality of customer service will allow you to sleep much better at night.
On the other hand, what happens to the “so-called” management companies that have not invested in their back office infrastructure to be able to provide automated work order tracking? Many times it can be pure chaos! For example, let’s say a restaurant location calls and informs them that their waste container was not picked up on schedule, and that their container is not only full, but the waste is spilling onto the floor next to the waste container. As may be the case, let’s say that customer service has so many other things to deal with that they forget to follow up on this issue. So the next call from the customer’s location refers to the health department just coming in and threatening fines, closing the restaurant, etc., if the waste issue is not resolved within 24 hours. Now the “so-called” management company has a real problem. One of your clients’ locations could be fined or closed at the expense of hundreds or thousands of dollars, simply because they didn’t remember to follow up. Sad, but it happens every day with “so-called” management companies.
When looking for potential management companies to work with, it would be a very good idea to find out if their customer service infrastructure includes automated work order tracking. This is one of those areas that may seem somewhat insignificant on the surface, but when it comes to day-to-day operations, it can mean the difference between business as usual and many problems and headaches that have the potential to become a proposition. face.
