Mobile Reporting

The Challenge

The Opportunity

Field Managers are busy, time-starved road warriors. They wear many hats,  have a number of locations to manage and a “to-do” list a mile long. They need just the right information at just the right time. The last thing they need is to be dragging around a binder full of reports to prepare for their location visits.

There are a few things that would really improve the impact of their site visits:

  • Helping managers who need coaching at this location with facts on how customers perceive the service levels.
  • Helping customers who have a problem with the service at this location, ensuring they been followed up with and their issue resolved.
  • Helping staff by recognizing who recently “wowed” a customer and deserve a pat on the back.

The Solution

Empathica’s Mobile Reporting solution allows the Field Manager to do what they do best: coaching Location Managers to become more effective operators.

Visit Preparation

  • Delivers “just right” reporting… the right time in the right quantity to pinpoint key issues in the location
  • Provides Field Managers with details on location performance versus peers and prior periods

On Location

  • Provides the customer context for issues identified by the Field Manager
  • Closes the loop on customer issue resolution at the location
  • Highlights customer “wows” to motivate staff while onsite

Follow-Up

  • Enables effective action planning based on issues raised during site visit
  • Helps Field Manager to effectively plan for their next visit based on key issues discussed while on-site