News

Empathica launches mobile reporting solution for multi-unit retailers

November 18, 2010

Empathica Inc., a provider of customer experience management (CEM) solutions to more than 200 of the world’s most respected brands, has announced the launch of its new Mobile Reporting solution. Targeted to address the challenges facing multi-unit restaurants and retailers, Mobile Reporting gives field managers the ability to access location-based performance information on-site in real time, wherever they are, on their mobile device.

"Field managers hold a vital role in driving the performance and profitability of their area, and they are constantly looking for ways to improve their locations, action items of concern, rectify situations and encourage best practices with their teams," said Bruce Warren, senior director of Product Marketing at Empathica. "Their ultimate goal is to drive customer satisfaction and improve sales. Smartphones are a natural extension of a field manager’s tool kit, allowing them to do their job more effectively and efficiently when they are on the road. With access to Mobile Reporting, field managers always have the right information wherever they are. This optimizes the time they spend at each location to coach more effectively with location managers and ultimately drive same store sales."

When a field manager logs into Mobile Reporting through their web-enabled mobile device, the home page gives them instant access to a mobile dashboard where they can review information on individual location performances. Other features include:

• A mobile user-friendly interface that gives the field manager access to real-time store performance scorecards, verbatim comments from guests or customers, and the capability to instantly assign action items.
• A summary page that provides a list of all the locations in their area, ranking them against their peers based on key drivers of great customer experiences, such as providing the perfect speed of service.
• Customer Rescue Alerts that escalate unsatisfied customer complaints to the field manager so they can act on them immediately. Field managers can also track the status of all assigned action plan items, as well as the progress of customer rescue issues.

"Mobile Reporting equips the field manager to recognize and reinforce positive behavior of staff members who have done a great job to improve the customer experience. The solution arms them with the key evidence required to go into a site visit," said Warren. "With better access to area and location reporting, field managers can get a 'heartbeat' of the specific store in order to deliver more effective and targeted coaching."