Customer Stories: Girard Environmental Services
How better access to data makes for happier customers and executives
Today we look at Girard Environmental Services and how they use ClearGraph to improve their business of commercial landscaping.
Back in March 2016, Girard needed help seeing the larger picture regarding customer service requests. Girard had a ticketing system in place, but needed help getting the right metrics in front of the right people. Josh Holaday, Information Technology Specialist at Girard, explains the situation,
One thing we were constantly being asked by our customers, was for data on what was going on in their communities.
Sending automated email reports to customers
With ClearGraph, Girard now sends customized reports to each of the properties they help manage. The reports are scheduled to be sent to property managers and other individuals at different levels of the organizations: employees involved with the project, division managers, and executives.
ClearGraph has really helped us bring transparency to the next level.
Clean, thorough presentation of data
ClearGraph helps Girard present their customer data in a clear, concise manner. Previously, their reporting was, as Josh describes it, “bland and so full of extraneous data that it was quite frankly useless for most end users. The reports generated from ClearGraph use this same data source, but only show you exactly what you want to see.”
We currently utilize the reports for drilling down into each community and seeing how the tickets breakdown by type (request, complaint, etc.), time it takes to respond/resolve, and satisfaction ratings for different time periods (i.e 10 day, 90 day, and lifetime).
We have found them to be incredibly powerful and with the nice presentation, our customers love them too.
Internal and external success
We’re seeing huge advantages both internally and externally. We’re better able to identify problem areas with both ‘difficult’ customers as well as employees who aren’t performing to expectation. Property Managers love it because they’re finally getting access to the data they’ve been requesting all along, and we love it because it adds a new level of accountability and therefore motivation for the Account Managers that are responsible for each property.
Thanks again to Josh Holaday of Girard Environmental Services for his kind words. We really appreciate it!
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