Minster Cleaning

PROJECT BACKGROUND

Minster Cleaning is a successful franchise organisation and has a network of 40+ branches across the UK who provide office and commercial cleaning services to many different sectors. Minster Cleaning’s Network Support Centre provides a number of key services to their franchise branches including IT, Marketing, Operational and Accounting support.

One service that Minster Cleaning provides franchisees is the management of email surveys using the Net Promoter Score (NPS) measurement of customer loyalty. Minster Cleaning was using a US web-based platform to create and deliver the surveys. The process included migrating a spreadsheet to then send out the surveys by email.

Due to a change in privacy laws around exporting data outside of the EEA, Minster Cleaning was no longer able to use this platform. This prompted the business to look for an alternative solution.

PROJECT OVERVIEW

Utilising Microsoft Dynamics 365, Power BI and Customer Voice now provides Minster Cleaning with the ability to generate NPS surveys for customers on behalf of their branches. Surveys are sent out monthly and each customer receives a survey on a quarterly basis. The captured survey responses are then fed back into D365 and presented back to branches on a dashboard and through their contacts.

Branches can see the following on D365; their NPS score, feedback responses, response rate and the average NPS score of the opted-in branches.

D365 and Customer Voice provide Minster Cleaning with consolidated data that does not need to be migrated or manipulated within spreadsheets. This was previously proving to be labour intensive.

Minster Cleaning now provides branches with real-time feedback from surveys, which enables them to react quickly to both negative and positive feedback. Once results are proven, Minster Cleaning hopes that even more branches will choose to send out NPS surveys.

PROPOSED SOLUTION

Minster Cleaning were looking for a solution which gave them more functionality, reduced the amount of time spent manipulating data and was not more expensive than their current solution, as well as meeting their data policy and regulatory needs.

Historically, Minster Cleaning Network Support Centre would manually update contact lists for each branch monthly. Contact data is now updated by the branches as and when there are changes, ensuring data is always up to date.

• Data is ring-fenced so branches can only see their own contact data and response feedback from surveys.
• Branches are immediately alerted via email of all individual feedback received – (detractor, passive and promotor feedback).
• Branches also receive daily summary emails.
• Each branch has its own individual dashboard.
• Branches can benchmark their Net Promoter Score against the global average score of participating branches.

Q. What immediate benefit have you seen using D365?

Nikki Riddle, Marketing Manager says, “We feel it’s intuitive – the look and feel is familiar as we are already used to using Microsoft products. We have rolled it out to our branches and no-one has voiced any problems with the functionality whilst transitioning. We have also asked the franchisees to update their contact data, which historically would have been done in a spreadsheet.”

Paul Stairmand, Senior Marketing Manager says, “Receiving both positive and negative feedback from our customers has always been really important in helping us to minimise client churn and in providing us with testimonials and reviews. The new system allows branches to receive all feedback from the surveys in real-time. We also now have an accessible and efficient CRM for both our Network Support Centre and branches to easily access the data. This all helps in maximising customer loyalty.”

Minster Cleaning are using Customer Voice survey results to:

• Address any negative feedback directly and immediately.
• Pass feedback received at branches to Supervisors out in the field.
• Add positive feedback as testimonials on to their website.

Pass positive feedback on to cleaning operatives, supervisors and office staff.Nikki says, “The system provides another way of communicating feedback over and above a phone call or during a customer visit from the field team. It provides a platform for customers to send feedback which is received by branches immediately. This means that any issues can be resolved quickly and avoids them becoming insurmountable. Simple issues like a cleaning operative missing-out on cleaning the skirting-boards can be picked up in the surveys and trigger a response in Microsoft’s Power Automate, which sends automated messages to the branch.”

Q. Why did you choose Inturi?

“We chose Inturi for this project as we have confidence in Clare, having worked with her previously. Because of Clare’s straight forward communication, following an initial brief, we were pleased to have her scope this project and then present a document back to us. This gave us the opportunity to drill-down into the detail and ensure that the project objectives were clearly understood before the development stage began.”

Q. What benefits have you seen from Inturi Technology Solutions Managed Service?

Nikki says, “We have been working with Clare Kay, CEO of Inturi, for many years. We find communication is easy with Clare as she can explain things that are highly technical in a clear and concise way. As this project moved forward, Toby became our point of contact. Toby is also a very technical person but always takes the time to explain any complexities to us. He often sends screen-shots with explanations that make sense immediately.”