Things happen; whether it is a customer concern, an employee request, a drive-off, or an accident. What separates outstanding companies from the the rest of the crowd is the ability to quickly and consistently respond to any situation while still taking care of customers.
Almost 80% of customers expect a response to an issue within 24 hours. And 24 hours is too long for an important stock outage or when key equipment fails.
Not dealing with incidents in a timely manner results in dissatisfied customers, inefficient operations, frazzled employees, and it will drag down your bottom line.
There is a lot going on in a c-store and employees are pulled in many directions. Add to that newer employees that may not have dealt with the situation before as well as the general lack of time and resources that everyone struggles with. It is easy for something to slip or by for a message to get misplaced.
Our Incident Management module guides employees through collecting information about issues that come up in the store. The system helps route the information to the right person and provides everyone visibility with what has been done and what still remains.
With some incidents you want to make sure that customer contact information, witness details, or possibly a police report number are captured. You can customize what information you want employees to record for each type of incident. Having a custom form is especially helpful if a manager is not available at all times or for new employees.
Not all incidents are created equal. You set the priority for different incident types and who you want each routed to; a manager, a maintenance person, or even a vendor. Incidents are automatically assigned and notifications (text or email) are sent by the system.
Employee specific dashboards show incidents associated with their location, highlighting those assigned to them. Due dates are highlighted and reminders sent to help make sure team members stay on top of items. When incidents don’t get handled promptly the system can also escalate them to a supervisor.
MySmartClerk provides many features and tools to help your convenience store(s) run more efficiently. Features such as Incident Management, Store Inspections, Scheduling, and Employee Scorecarding can be implemented together or individually. The best way to learn more about the product and the best way it might be implemented for your stores is to speak with one of our representatives about what you are looking for and how we can help.. Click the button today to schedule a conversation with a product expert.
