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bigWebApps HelpDesk Improves Maintenance Response Time at Dolce Atlanta-Peachtree

bigWebApps, a leading provider of on-demand help desk and customer support solutions, partnered with Dolce Atlanta-Peachtree to create a customized facility maintenance solution from the company’s flagship application, bigWebApps HelpDesk. The scalable tracking solution helped to increase Dolce Atlanta-Peachtree’s guest satisfaction in less than year by reducing maintenance response time and increasing accountability. For the first time in the conference center’s history, maintenance response time dropped from 45 minutes to 15 minutes.

Atlanta, GA (PRWEB) November 21, 2008 — bigWebApps, a leading provider of on-demand help desk and customer support solutions, partnered with Dolce Atlanta-Peachtree to create a customized facility maintenance solution from the company’s flagship application, bigWebApps HelpDesk. The scalable tracking solution helped to increase Dolce Atlanta-Peachtree’s guest satisfaction in less than year by reducing maintenance response time and increasing accountability.

As a growing company, Dolce Atlanta-Peachtree, a premier southeast conference center with five buildings on 38 acres, needed an on-demand tracking solution that enabled Dolce’s staff of 200 employees and 13 technicians to report a property issue anywhere and anytime. The conference center previously relied on radio- and paper-based tracking to report guests’ maintenance issues. However, radio caused noise pollution as technicians walked through sensitive guest areas and conferences, and the paper-based tracking system resulted in reporting errors.
   
Dolce Atlanta-Peachtree sought a customizable web-based system that reduced response time, eliminated paper processes, improved employee workflow and increased accountability, ultimately leading to improved guest satisfaction. After consulting with bigWebApps, Dolce Atlanta-Peachtree selected the application provider because bigWebApps was willing to customize their Software-as-a-Service (SaaS) to meet Dolce’s specific needs.

bigWebApps was open to any ideas to help make their HelpDesk solution better
When we decided to utilize bigWebApps, a true partnership was formed. Working with the bigWebApps team is what a handshake used to mean.
Implementing bigWebApps into Dolce’s system was an easy process
In the beginning, it took about 30 minutes to teach a staff member how to use bigWebApps. Now, as staff members are proficient with the computer, it takes about 10 minutes. If you know how to surf the Internet, you can use bigWebApps.
Because staff members now report everything in bigWebApps, we can identify potential issues and analyze facility trends.

“bigWebApps was open to any ideas to help make their HelpDesk solution better,” said Dan Bramblett, director of engineering at Dolce Atlanta-Peachtree. “When we decided to utilize bigWebApps, a true partnership was formed. Working with the bigWebApps team is what a handshake used to mean.”

bigWebApps HelpDesk enabled Dolce Atlanta-Peachtree’s 200 employees to easily access the web-based facility maintenance solution to report a mechanical, plumbing or electrical issue at any time. Once a problem is reported, a ticket is created and forwarded to a technician notifying the issue-at-hand. After the problem is addressed, an email is sent to the staff member who reported the incident informing them of the status, thus allowing the employee to confirm and check the issue for quality assurance.

According to Bramblett, bigWebApps’ facility maintenance solution quickly paid off. After implementing bigWebApps, Dolce Atlanta-Peachtree’s GSI (Guest Score Index), a score calculated through guest satisfaction surveys, increased from an 82 to a 92. For the first time in the conference center’s history, maintenance response time dropped from 45 minutes to 15 minutes.

“Implementing bigWebApps into Dolce’s system was an easy process,” said Bramblett. “In the beginning, it took about 30 minutes to teach a staff member how to use bigWebApps. Now, as staff members are proficient with the computer, it takes about 10 minutes. If you know how to surf the Internet, you can use bigWebApps.”

By switching from a paper- to web-based SaaS system, every work order by a Dolce Atlanta-Peachtree staff member is documented electronically. Dolce Atlanta-Peachtree now has the ability to monitor each technician’s response time and completed maintenance assignments, so technology evaluations are no longer subjective but data-driven.

Bramblett also indicated that facility maintenance issues have become more proactive than reactive. “Because staff members now report everything in bigWebApps, we can identify potential issues and analyze facility trends.”

For more information about bigWebApps HelpDesk or to learn more about the Dolce Atlanta-Peachtree case study, visit http://www.bigwebapps.com.

About bigWebApps:
Founded in 2001, bigWebApps is a leading provider of on-demand help desk and customer support solutions. Its flagship product, bigWebApps HelpDesk, has been adopted by more than 100,000 users within the SMB and K-12/higher education markets. With a 95 percent client retention rate, bigWebApps gives users a system that is not only easy to set-up, learn and manage, but engages all involved in the resolution process in a way that ensures adoption with a smile. For more information, visit http://www.bigwebapps.com.

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[Via Computer]

This entry was posted on Friday, November 21st, 2008 at 12:45 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. Responses are currently closed, but you can trackback from your own site.

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