Automating the cleaning audit process
A property services company has launched an application that allows its staff to record cleaning audits electronically and send them in real time to its electronic customer relationship management (ECRM) system.
CMC Property Services has launched an application that allows staff to record cleaning audits electronically and send them in real time to its electronic customer relationship management (ECRM) system.
The company’s operations team now carries tablets to record cleaning audits when on-site with customers. Previously, they would manually audit the cleaning using a paper form. The CMC staff member, along with the customer, would audit the cleaning on-site and give a score on the level of cleanliness. The customer would then sign off on the score and overall rating.
The company continues to follow the same process, except that it is now automated. CMC staff and customers now do the audit using the tablet and a copy of the quality audit is automatically sent to CMC’s ECRM system and, if requested, a copy can be sent automatically to the customer in real time.
The time taken to complete the audit is much quicker and customers can obtain a copy of the audit within the same day in electronic format. In addition, this technology cuts CMC’s administration time, making the company more efficient. The company consulted with customers during the development of the application and software, and trialled it with a few customers before rolling it out.
Elly Krommidas, CMC general manager, notes that the electronic recording of audits is not new; it is the way it is using the technology that is new to CMC. “This system allows us to automatically send copies of the cleaning audit to our stakeholders, our customers, supervisory and cleaning staff at the push of a button. It also allows us to efficiently record audit information and to move away from a manual system, with the aim of become totally paperless in the future.”