Solution Overview

Are your restrooms clean and functional? Are your vending machines working and well stocked? Are there any other unattended areas that may have problems that you want to be aware of? Don’t wait for problems to escalate and become major issues that affect many people, increase liability and risk, and impact the customer experience (CX)!

Problem Reporting Solution FixIT Touchwork

Touchwork’s FixIT Problem Reporting solution enables people to quickly and easily report problems on the spot using their cell phones by sending a text message or accessing a short web form.

  • Designated staff members are immediately alerted by email and text message so that corrective action can be taken.
  • A complete record and history of all problems is maintained in a secure web portal.
  • A personal response can be sent to the person reporting the problem and issues can be raised, assigned and tracked for resolving complex problems.

When combined with routine inspections using the CheckIT solution, this results in enhanced customer satisfaction, reduced costs as small problem are attended to before they become more serious, and lower overall risk.

Restrooms

A significant factor impacting customer perceptions is the cleanliness and condition of restrooms. Nothing is more off-putting than a dirty, smelly, or unhygienic restroom. Often overlooked, the restroom experience directly reflects on the management of the location and, as a result, the overall customer experience (CX).

Instead of ignoring any problems or relying on routine inspections, let patrons report problems at their convenience using their cell phones. By displaying suitably designed signs or posters in restrooms with instructions on how to report a problem, you can start getting alerts instantly.

FixIT Solution Touchwork subimage

Vending machines

Nothing is more frustrating than a vending machine that does not work due to one of many reasons:

  • The card reader/cash acceptor is faulty
  • The item purchased gets stuck or does not get dispensed
  • The machine is dirty, unhygienic, or damaged
  • The items displayed are out of stock

Not only can this lead to a loss of revenue but also to a poor customer experience. Instead of having to call an answering service to get a refund or report a problem, simply attach a sticker to each vending machine with instructions on how to report a problem. Let customers send a fast text message or access a short web form by scanning a QR code or entering an easycode.com url.

This will instantly alert vending staff by email and text so they can resolve issues and communicate with the customer while maintaining a full history of all problems in a secure web portal. Everyone is happy.

Any Self-Service Operation

In addition to restrooms and vending machines, use the same process to allow patrons to report problems about any other location, equipment, or hotspot e.g. dorm rooms, common areas, buses, trains, anywhere on campus, etc.

Self-parking, metered parking, mail rooms, electric charging stations, libraries… there are endless opportunities for you to make your customers’ experience that much better by introducing the convenience and easy-to-use FixIT solution.