Resolve Site Issues With Your Customers On The Record

Log issues at a customer’s site, work them with the customer’s contact, and close them out where both sides can see it. Complaints stop arriving as surprise calls to your owner.

22.2%

higher customer-reported quality when diners and cooks at a university dining hall could see each other, in a field experiment.

Source: Buell, Kim & Tsay, Creating Reciprocal Value Through Operational Transparency, Management Science (2017)

Most site issues reach a service company sideways. A tenant complains to the property manager, the property manager texts your supervisor, and your supervisor fixes it and tells nobody. Three days later the property manager emails your owner asking why nothing has happened, and now a fixed problem is an escalation.

Without a shared record, every issue turns into a debate about what was reported and when. Your crew remembers fixing the dispenser. The customer remembers asking about it twice. Neither side can prove anything, so the issue resurfaces at renewal as ‘responsiveness concerns.’

ClearFM gives you and your customer one place to log site issues, assigns each one to someone on your team, and closes it out with a record both sides can see.

Issues get fixed and acknowledged, customers see the response instead of wondering about it, and renewal conversations start from the record.

What you get

One place for site issues

Log issues against the customer’s site with photos and notes, whether your crew found them or the customer reported them. Nothing lives in a supervisor’s text messages.

An owner for every issue

Each ticket goes to someone on your team with a status. Your office can see what’s open at every account without calling the supervisors.

Closeout the customer sees

When the issue is resolved, the ticket closes with notes and photos, and the customer can see how it was handled. A fixed problem doesn’t come back as a complaint.

How it works

Log the issue

Your crew or the customer logs the issue at the site, with a description, a location and photos.

Assign it

The ticket goes to a supervisor or crew lead with a priority. Everyone on your side can see who has it.

Work it with the customer

Questions and updates go on the ticket, so the conversation with the customer stays with the issue rather than spread across texts and email.

Close it out

Resolve the ticket with notes and photos. It stays on the site’s history, so patterns at that building are easy to spot.

Why teams run this on ClearFM

Complaints stop going over your head

When the customer can see an issue is assigned and moving, they don’t escalate it to your owner. The supervisor who fixed it gets credit for fixing it.

Responsiveness you can prove

Every ticket has a time it was logged and a time it was closed. At renewal, you can show the property manager how fast your team responds instead of hoping she remembers the good weeks.

Crew-found issues count too

Your crew notices a leaking valve or a broken stall door before the tenant does. Logging it shows the customer you’re watching the building, which is part of what they’re paying for.

Repeat problems become visible

The fourth ticket about the same dispenser at the same building is a pattern. Either the equipment needs replacing or the scope needs changing, and either way you have the record to raise it.

Supervisors stop being the switchboard

When issues come in through tickets instead of personal phones, a supervisor’s day off doesn’t stop the account from working. Whoever covers can see what’s open.

Quality shows up across accounts

Open and closed tickets by customer tell you which accounts are running clean and which need attention, before the customer tells you.

Built for Commercial Service Providers

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Questions people ask

Who can log an issue?

Issues can come from your crew or from the customer, and both end up as tickets on the same site. Your crew logs what they find on a shift, and the customer reports what tenants tell them.

What's the difference between a ticket and a work order?

A ticket is an issue at a site that needs attention. A work order is a job with a scope, a crew and materials. Many tickets are resolved on the next visit without a separate job, and larger ones become work orders.

Can I see open issues across all my accounts?

Yes. Your office can view open tickets across every customer and site you service, so you can see which accounts have open issues without calling each supervisor.

How long do tickets stay on record?

Ninety days on Free, and unlimited history from Starter up. Unlimited history is what lets you show a customer a full year of response times at renewal.