Edge application pp
- 2. Page 2 EDGE Exceptional Delivery of the Guest Experience EDGE Software - Role Based Dashboard/Access - Scalable Reporting Structure - In-depth Business Intelligence - Digital Service Assessment - Customizable Behavioral Weighting - Full Admin Module for Self Administration of Program - Automated Uploads of Employee Database - Auto-Report and Email Generation The EDGE Application is a cloud-based software solution that allows your organization to electronically track, organize and manage your related service metrics thereby creating transparency, consistency and accountability within your customer service program. Utlizing a responsive design, the EDGE Application can be accessed via browsers on both PC and Smart Device systems and includes the following capabilities:
- 3. Page 3Actual Screenshot Access key service data within a user-friendly, role-based dash board. Manage internal/external evaluations and wait time metrics to establish a more effective service environment. - To Do List – Return to any incomplete entry at your leisure. - Participation List – View any action you participated in regardless of role. - Customizable Settings – Add or delete widgets to create your own distinct dash board. - Dept. Pace – View the number of evaluations conducted by a department during the week. - Score by Scale – View the average score by attribute to find out where you are excelling and where you need help. - Queries – Track and search within multiple ranges: date, time, shift, department, individual or unique identifier. EDGE - Dashboard
- 4. - Access the evaluation from any smart device or PC. - Use our evaluation form or yours. - “User friendly” drop down menus and buttons. - Coaching and resistance notes are included to aid in the coaching process. - Print and sign or use e-signature to issue. Page 4Actual Screenshot EDGE - Evaluation
- 5. Page 5Actual Screenshot EDGE – Administration The Admin Module in EDGE allows you to manage users internally: - Create / Manager Users - Create / Manager Depts. - Configure System Emails - Define key system properties. The EDGE Application can also synch with most HR systems so that user changes such as: new hires, terminations and promotions can be automatically uploaded.
- 6. Page 6Actual Screenshots The EDGE Application BI utilizes Microsoft Power Pivot to analyze all collected data in various ways: - Multiple Filters allow you to view by o Week, month, quarter or year o Department, sub-department or team member - Gap Report – View average score information for internal evaluations vs. external observations. - Trends – View data trends year/year, quarter/quarter or month/month by property, department, sub- department or shift. - Easily identify areas of opportunity within your service program EDGE – Business Intelligence
- 7. Page 7Actual Screenshot EDGE – Lists The Lists page allows you to conduct multiple queries with any collected data with the following capabilities: - Create ad hoc or utilize canned reports. - Download data in excel, CSV, Word or PDF formats. - The EDGE Application will auto-generate reports on a scheduled, recurring basis in the above mentioned formats. - Any system generated report can be auto- emailed to any recipient group. - Easily understand who your top performers are and who is going through the motions.
- 8. Page 8Actual Screenshot EDGE – Secret Shopper Because EDGE is a web based system. You have the capacity to allow users to access the system without having a device on your network. - Create multiple secret shopper accounts and provide only the ability to enter an evaluation. - Internal / external employees have the ability to enter external evaluations. This is dependent on the users permissions. - With direct access into the EDGE Application Secret Shopper evaluations are available to be presented in real time. - Reward/recognition and corrective action processes are all automated. *Please visit the Secret Shopper page for a more in depth description.
- 9. The EDGE System accommodates specific company needs either to be used with the overall EDGE Program or as an overlay to optimize your current service program. Have the ability to modify the EDGE system components or customize the system completely. - Use the five EDGE service behaviors or your own existing behaviors - Utilize the corrective action module to manage service standards or expand to a module which tracks all corrective actions - Single property or multiple property deployment - If you need it we can customize it Page 9Actual Screenshot Tractability and Customization
- 10. EDGE streamlines the collection and dissemination of key customer service data. The result is to provide a positive impact to revenue through improved customer service and ensure that data is readily available and powerful. Page 10 LABOR COSTS A typical employee spends 30% of his/her time looking for information in filing cabinets, hard drives, documents and email. ACCESSIBILITY Save employee time and effort by providing key program information from multiple devices. LOST FILES U.S. Managers spend an average of 4 weeks a year searching for or waiting on misfiled, mislabeled, untracked or "lost" paper. EFFECTIVE SERVICE MANAGEMNT Companies who create customer satisfaction by adding service value see 56% higher customer loyalty. Return on Investment