Commercial Property Cleaning (CPC) is a building services company with about 300 employees operating along the eastern states of Australia.
In 2013, like many growing companies, Commercial Property Cleaning (CPC) was seeking a more streamlined approach to some of their more time consuming business and administration processes. As part of one of their major national contracts, each month their CSM’s (Client Service Managers) are required to conduct Site Inspections at over 200 of their client’s locations to record and measure cleaning performance. These inspections are performed in conjunction with their client’s on site managers who are required to also sign off on the inspection reports.
CPC found their current paper based process was consuming at least 3 days per month in administration effort to collate, chase up missing forms, summarise the data gathered to present required KPI’s and send to the client. There was also the cost of filing and archiving all the completed paper forms along with the hassle of sometimes retrieving past forms.
Taking the opportunity to review their current processes, CPC CEO Rick Mackenzie met with Infoware Services as a long standing business partner to review their site inspection processes.
The Infoware Solution
After discussing these issues with CPC, Infoware Services arranged a cleaning industry round table with CPC and our other cleaning clients where we put forward our proposed solution which was greeted with enthusiasm by all clients present. Infoware proceeded to develop our flexible i4 Forms application with CPC being the first to implement for their Site Inspections.
CPC can now design their own web based site inspection form templates in Infoware, which are then filled in on a tablet computer by CSM’s while onsite with clients. Ratings for various performance criteria are assigned as well as additional notes entered if required. These ratings are automatically totaled with an average rating percentage also calculated as the primary KPI for the site. Both the client and the CSM sign the inspection form on the tablet screen (“sign on glass”), with the completed form including signatures stored within Infoware, after which no further changes are permitted to the form. A copy of the completed Inspection Form is emailed to the client, CSM and CPC admin upon completion, providing immediate feedback to the customer and admin staff. Previously completed forms are also available to be viewed securely online anytime by both CPC and their clients.
Using Infoware’s unique i4 Excel plugin, CPC provide their clients with their required KPI reporting with no further effort each month. The clients can refresh the report data at any time giving them up to the moment tracking of site inspections online, including retrieving copies of any completed inspection forms.
“Additionally clients can now perform extra KPI analysis as well. This is saving time while delivering better quality service to our clients. Clients can also access copies of past site inspections if they have any questions without needing to ask us for it; they are very impressed. They have congratulated us as the first contractor to take this initiative. Now we have visual control of inspections progress as well as saving considerable time.”
Chief Executive Officer
Commercial Property Cleaning
CPC has greatly reduced the administration effort and cost of their Site Inspections while providing a better service to their clients. Another added benefit is the immediate confirmation when inspections are completed plus the extra control of the whole inspection process, all while removing unnecessary paper shuffling, storage and retrieval issues.