Period Three - Simple, Measurable, Powerful.

http://www.jms-services.com

Janitorial Maintenance and Supply, JMS, is a sales and management firm that manages contractors who act as an extension of their clients' maintenance departments. JMS hires and manages contractors that perform specialized floor maintenance and full-service janitorial duties for commercial buildings.

Situation

All of JMS's contractor management activity was being done manually. This included collecting data from their contractors around the country and manually comparing this data to their schedule using Excel. (There are over 1,000 comparisons per day on average.)

When a scheduled service would not be completed, and exception would to the schedule would need to be generated. After an exception was created, a customer service representative at JMS would have to follow up with and email or phone call to the client or store manager where the exception occurred. There was no mechanism in place to catalog this communication.

In addition, reports to JMS's customers had to be compiled and generated manually on a bi-weekly basis. This process was very time consuming and frustrating for JMS management.

Solution

Period Three worked closely with JMS's management and customer service department to analyze the process and information flow between JMS, its contractors, and its customers. Once Period Three understood what JMS needed, it provided a solution that automated most of the tasks JMS was previously performing manually. Period Three was able to automate the following:

• Data collection process from contractors
• Exception generation and automatic notification
• Resolution and communication tracking threads
• Real-time report generation
• Customer extranet with near real-time data

Results

JMS has noticed a tremendous improvement in the accuracy of the scheduling and exception data. In addition, JMS's customer service has been able to greatly reduce the number of outstanding exceptions to an acceptable level that can be managed easily.

By utilizing these automated features, JMS has been be able to save time and money by improving efficiency while simultaneously improving customer service.

The services reporting system has changed the way we do business. We can now provide our customers with real-time reporting that would otherwise take weeks to compile. JMS' customers demand rapid response and attention to detail, and Period Three has created a powerful tool to meet these needs. Chris Bays Customer Service Manager