| For the past few years, IVR (Interactive Voice | | | | after hours facility maintenance requests in any |
| Response) has been getting a really bad wrap for | | | | given day, throughout its 700 + outlets. |
| mediocre implementation results, as organizations | | | | Today the picture looks very different as |
| push the technology to the limit, on unfulfilled | | | | reporting and dispatching takes minutes. The |
| promises from vendors, and, in efforts to cut | | | | facility management outsourcing provider has |
| costs from handling calls from customers. | | | | implemented a fully automated IVR system which |
| However prior to this trend, IVR was perceived | | | | automates three key functions. |
| an exceptional technology; it played a role where | | | | (a) Tenant Trouble Reporting: Tenants can report |
| there was a balance between efficiency, | | | | a facility related issue 24/7 by simply calling in to |
| customer satisfaction and return on investment. | | | | a national toll-free IVR #. They identify |
| I'm sure many recall the days, when the way to | | | | themselves by providing a tenant ID, and enter a |
| get to the right place meant remembering to | | | | problem code (each tenant has a reporting code |
| press 1…, 4, 3 and you were where you | | | | card). The IVR transmits this information in |
| wanted to be. It wasn't all that bad, customers | | | | real-time to the facility management provider's |
| were happy, business managed their costs, and | | | | web enabled software. Alerts get issued, and calls |
| the technology did its job as advertised. | | | | get placed to the corresponding technician, |
| Most of the attention, has been focused on IVR's | | | | technicians accept the work order by providing a |
| application in call centers, however IVR plays a | | | | telephone input, and proceed to the job location. |
| significant role in other industry applications, | | | | (b) Technician/Contractor Sign-in: The technician |
| providing both businesses and callers with | | | | contractor arrives at the site, calls into the |
| significant benefits, a positive experience, and | | | | toll-free # and logs-in to the job, providing job |
| return on investment. | | | | relevant information. The technician then receives |
| Where IVR Really Does Work" is an ongoing | | | | authorization to proceed. |
| review of IVR applications across a multitude of | | | | (c) Technician/Contractor Sign-out: The technician |
| industries and disciplines. Where IVR brings | | | | contractor completes the task, calls into the |
| significant value to callers, organizations and | | | | toll-free # and updates the status of the work |
| businesses alike. Where there is a demonstrable | | | | order. |
| balance between efficiency, user satisfaction and | | | | What happens, if there is a problem that can't be |
| return on investment. You can access the | | | | handled by IVR automation? The customer or |
| complete series at: | | | | technician can always contact an after hours |
| Where does IVR really work? In Facilities | | | | manager on call, something else that the IVR can |
| Management | | | | handle through scheduled on-call routing |
| Large tenants depend on and demand quick | | | | functionality. This only has to happen 2-3 times in |
| response and resolution to, facility problems to run | | | | any given day to reduce labor related costs and |
| their business. That means when they have a | | | | accelerate the workflow exponentially, which |
| problem, they need the right technician to show | | | | ultimately increases customer satisfaction, and |
| up on time. | | | | adds to the facility management service |
| Tenants don't expect a call center agent to | | | | provider's bottom line. |
| resolve the issue over the telephone, as there is | | | | What happens, if a Technician/Contractor doesn't |
| often a physical problem, that requires an expert | | | | call in on time? The IVR has the capability of |
| to fix a water leak, an electrical problem, an | | | | initiating an outbound call to the technician, to |
| HVAC problem, or something that needs to be | | | | determine their status. What happens if they don't |
| repaired quickly and a technician needs to be | | | | answer? - The IVR System can notify a |
| dispatched immediately. | | | | manager. |
| So how does IVR provide a win-win solution for | | | | In most cases, facility management service |
| commercial tenants and outsourced facility | | | | providers have in-house software that handle the |
| management providers? | | | | tenants reporting, work order tracking, scheduling |
| Many facility management service providers have | | | | and tracking. Current IVR technology is flexible |
| already deployed IVR applications, which allow | | | | enough to allow service providers integration into |
| tenants to report problems, and management to | | | | a 3rd party or home-grown facility management |
| dispatch repair technicians who, in turn, log-in and | | | | software by capitalizing on their existing |
| log-out from the job. But how does this really | | | | investment in web technology. |
| work, in day-to-day operations? Here is a real-life | | | | So IVR does work, delivers on its promises, and |
| example: | | | | provides a balance between efficiency, user |
| It is 7:00 a.m. and the manager at store #326 of | | | | satisfaction and return on investment. Facility |
| a national women's apparel chain, shows up to | | | | management is just one of many applications |
| prep for the day. On her arrival, she tries to boot | | | | "Where IVR Does Really Work."his article can be |
| up her cash registers, realizes that the electrical | | | | freely published in a web site |
| outlets powering the cash registers are not | | | | As long as its not modified in any way including |
| operational; she follows procedure, and resets the | | | | authors bylines, |
| breaker, however that does not resolve the | | | | Plus the hyperlink must be active just as like |
| problem. | | | | bellow. |
| Now this becomes a major problem, as the doors | | | | Barnard L. Crespi, is CEO and head of professional |
| will open in 2 ½ hours with no cash registers | | | | services of Datatel Communications Inc, a firm |
| and this will cost the company $1000's per hour if | | | | that helps businesses and organizations automate |
| the problem is not resolved before opening. | | | | a wide range of telephone interactions with |
| The World Without IVR: Based on company | | | | customers and employees, through the use of |
| procedure, a call is placed to the facility | | | | IVR (Interactive Voice Response). For over 12 |
| management outsourcing vendor, and to the | | | | years, he has helped business leaders build and |
| regional VP of the retail chain. It is 7:00 a.m. so | | | | successfully execute world-class IVR strategies. |
| the facility management vendor is routing calls to | | | | He is the author of many leading industry reports, |
| an after hours outsourced answering service, who | | | | including A Quick Guide to IVR Surveys |
| will call a company manager, who will then contact | | | | " Getting it Right the First Time", The Complete |
| a contractor, who dispatches a technician to the | | | | Guide to Generating Sales Leads with IVR and A |
| job site. On arrival, the contractor will call the | | | | Quick Guide to Measuring Customer Satisfaction |
| facility management vendor to request | | | | with IVR Surveys "For Call Centers" , Where IVR |
| authorization to proceed. All this requires various | | | | Really Does Work, as well as dozen other case |
| people being involved for a single after business | | | | studies and application specific papers. |
| hours dispatch. This particular retailer has over 50 | | | | |