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