Coverall Cleaning Concepts, one of the largest commercial janitorial franchise companies in the nation with more than 9,000 Franchise Owners, has partnered with mobile application provider mFoundry (Sausalito, Calif.) to develop a mobile solution to speed and improve customer service. The solution enables Coverall Cleaning Concepts personnel to gather and transmit customer comments, requests and concerns to mobile devices, eliminating the time lag associated with completing and processing paper forms.
Coverall Cleaning Concepts previously used a paper-based system in which field consultants filled out forms and faxed or hand-delivered them to their Regional Support Centers, where the contents were keyed in by support staffers. This strategy resulted in information delays that made it difficult for Coverall’s Franchise Owners to respond to customer concerns in a timely manner.
The new solution speeds the process by moving inspection forms and data entry to a mobile device. The application contains all of the standard inspection fields, allowing inspectors to input information in real time and simply press ‘Send.’ Information collected on the mobile units is immediately routed to customer service managers and ultimately to Coverall’s Franchise Owners so they can speedily react to customer requests.
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