First Service Networks Goes Live with Inquisite Survey Technology
Facilities Maintenance Firm Integrates Online Survey Tool with Existing eBusiness System to Boost Productivity, Customer Satisfaction
AUSTIN, TEXAS - March 22, 2004 - Inquisite announced today that First Service Networks, a commercial facilities maintenance company serving many of the world's largest retail chains, has integrated Inquisite's online survey technology into its interactive eBusiness system, which tracks, manages and controls the cost of emergency repairs and planned maintenance activities of its customers
Inquisite, a leading provider of do-it-yourself online surveys, offers a robust feature set, including data pre-population, advanced data-sharing and enhanced reporting capabilities. First Service Networks joins Inquisite's growing list of customers who use its survey technology to make better-informed business decisions. Inquisite has more than 2,000 customers worldwide, including industry leaders such as Paramount Parks, KeyCorp, Wheels Inc., Eastman Chemical Company and the American Diabetes Association
First Service Networks provides technical maintenance, repair and installation services to more than 20,000 retail stores and other commercial properties. The company relies on its network of more than 3,000 independent service contractors and 40,000 field-based service technicians to perform heating, air, plumbing, and electrical repair and maintenance work for more than 400 customers throughout the United States, Canada and Puerto Rico.
Handling more than 100,000 service calls per year, First Service Networks provides each customer with a single point of contact to coordinate repairs and maintenance services. Through its 24x7 response center and its Fusion™ eBusiness system, the company dispatches and monitors a service technician in real-time using the company's myFSN web portal. This combination of advanced technology and skilled technician teams allow First Service Networks to deliver outstanding performance, while lowering customer repair and maintenance costs.
First Service Networks' decision to augment its existing infrastructure with the Inquisite survey solution was driven by its commitment to boost already-high customer satisfaction levels by improving service contractor effectiveness and reducing response time, according to Michael Russell, senior director for information technology. Call center agents contact each customer to inquire about the quality and timeliness of service provided. Prior to Inquisite's implementation in February, agents entered responses into a home-grown reporting solution that fed data into the company's Fusion system. This process, although effective, proved to be cumbersome, and reporting functions were limited.
Now, when call center agents contact the customer, feedback is entered directly into Inquisite. Russell said Inquisite's reporting functions make it much easier to track contractor, technician and call center agent performance. Through the myFSN portal, customers are able to access a variety of reports to determine how well individual stores are being managed in regard to repair and maintenance issues.
"Inquisite's flexibility and in-depth reporting are our competitive secret weapons," Russell said. "That functionality allows us to maintain tight control on quality and prove to our customers that they're getting the service they expect and deserve. And, of course, Inquisite's ability to seamlessly integrate with our Fusion system, the lifeline of our company, made the decision an open-and-shut case."
About First Service Networks
Located in Linthicum, Md., First Service Networks is a provider of facility maintenance, repair and installation services that uses web-based technology to bring unprecedented levels of service to multi-site operations throughout the United States, Canada and Puerto Rico, serving in the retail, food service, telecommunications and financial segments. For more information, visit www.FirstServiceNetworks.com.
About Inquisite
Inquisite is a leading provider of do-it-yourself web survey technology and services. Inquisite helps the business user collect, analyze and report strategic information across a broad range of organizational disciplines. Inquisite's robust features empower managers to make better decisions, while its ease of use promotes enterprise-wide installation and training, resulting in superior ROI and competitive leverage. Many of the world's leading organizations use Inquisite for their mission-critical B2B, B2C and B2E evaluation and feedback initiatives. Headquartered in Austin, Texas, Inquisite's customer base includes industry leaders in the customer satisfaction, education, financial services, healthcare, human resource, government, manufacturing, pharmaceutical and retail sectors. For more information, visit www.inquisite.com.
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Contacts:
Inquisite Marketing
512.225.6800
marketing@inquisite.com