Enhancing the customer experience remains a top priority for organizations, and they are investing accordingly.
In a recent Gartner survey, 75% of leaders surveyed said they increased their investments in customer experience technology in 2018.
While much of the focus is on the digital customer journey via CRM software, analytics and automation, the physical customer journey is just as important.
In other words, how do they feel when they come to visit your workplace?
3 Workplace Solutions That Enhance The Customer Experience
1. Visitor Management Systems
From the moment a customer arrives, they expect to feel welcome. They expect to feel safe. And they want the check-in experience to be modern, paperless and seamless.
Visitor management software is one of the most fundamental workplace solutions in the customer experience. It creates a great first impression while giving your customers peace of mind.
The best visitor management system software allow you to pre-register customers and send them a welcome email with everything they need to know prior to arrival—like directions to your office and your Wi-Fi password. They also make it easy for your customers to digitally sign any necessary release forms (such as an NDA) and print a visitor badge.
The visitor management software you choose should also integrate with email and notification platforms like Slack so the right person at your organization receives an alert that the customer has arrived.
2. Wayfinding Software and Digital Signage
When customers come to visit, they shouldn’t have to spend the first part of their day trying to find their way around your campus or corporate office.
Wayfinding software and digital signage are two workplace solutions that allow them to feel in control right away. You can set up an interactive wayfinding kiosk in your lobby that gives them the ability to search for an office or find a person if they aren’t sure where to go.
They can also see where restrooms, printers, cafeterias, and other important destinations are located. This puts them at ease and sets the stage for a great customer experience.
It could be as simple as walking into the restroom and finding the toilets are overflowing. Or starting the day in a sweltering meeting room because your air conditioning system isn’t working properly. You can do everything in your power to plan for the arrival of an important client, but sometimes all it takes is one negative encounter to derail their customer experience.
That’s why facility management software is so important. With a system that’s easy to use, your team can manage service requests before they become critical issues.
The best systems also integrate with IoT sensors for intelligent maintenance. Your facility management team can receive an alert when the paper towels are running low or one of your restrooms has surpassed peak usage.
You can also give customers the option to submit a service request simply by tapping a digital panel.
Why Facility Management Is Critical To the Customer Experience
Today’s facility managers and workplace leaders play an important role in the customer experience. They need to consider all the critical touchpoints in each customer’s journey and plan accordingly.
With the right workplace solutions and attention to detail, you can help customers feel welcome from the moment they arrive.