CASE STUDY

Yourspace

Leading student housing company, YourSpace transformed its service
operations and customer experience with FieldCircle

by

About the Company

Leading student housing company, YourSpace transformed its service operations and customer experience with FieldCircle. YourSpace partners with FieldCircle to achieve service operations excellence leading to higher profitability and customer experience.

Business background

YourSpace is one of India’s premium student housing brands with more than 42 properties spread across 10 different cities and over 5000 beds. The company has an impeccable reputation of providing outstanding customer service at every step of the way.

Their service approach aligns with their 4 pillars of commitment—safety, comfort, health, and community.

Challenges

The intricacies of operations required YourSpace to focus on improved systems that could help them navigate through the gaps and adhere to the same service standards across the properties. Some of the key business challenges and priorities were:

  • 1
    Transparency

    Manual processes run on spreadsheets and operations spread across 42 properties in various cities were chaotic and the managers and management had no way to receive and validate data in real-time.

  • 2
    Inventory and stock management

    With properties spread across cities, over 5000 customers and vendors for various services always lead to numerous open services requests per day. Managing these requests, assigning to in-house personnel or vendors and keeping a track of the status of these service requests was becoming a gigantic task.

  • 3
    Compliances and security

    Running various types of compliance related inspections, validating with proofs, and maintaining various compliance records was always prone to error and recordkeeping was becoming difficult.

  • 4
    Inventory and stock management

    Managing F&B and other inventory and replenishment at the right time for each property, movement of inventory across properties and reducing pilferages of all types.

These challenges were contributing to person-hours loss due to lack of efficiency and productivity, customer experience and overall profitability.

FieldCircle Implementation

FieldCircle’s product team collaborated with YourSpace’ senior and mid management to understand the processes and business workflows and challenges associated at each stage. Workflows were documented, and as FieldCircle is highly configurable, these were implemented (configured) in FieldCircle’s web and mobile platform. The result was an off-the-shelf, SaaS platform for YourSpace but with their workflows.

  • Real-time visibility and transparency

    The very first impact was the real-time availability of all the data and visibility into all activities being performed. This led to enterprise wide transparency.

  • Inspections and compliances

    The inspection and compliance reports that did not have any proper proof and validation earlier were now geo-tagged and validated with photos and videos, and could be e-signed leading to easier record-keeping, sharing and referencing.

  • Service requests management and customer experience

    The complete process of customer service starting from how service requests were initiated to assigned to technicians and vendors was digitized impacting turnaround time and customer satisfaction positively.

  • Pilferages and losses

    Digitizing inventory and F&B stock management led to full transparency in stock issuance and management, and reduced pilferages substantially.

  • Vendor and service contractor management

    Contractors and technicians were mobile enabled and the process of service requests allocation and notification became seamless.

Business Impact

14%
Inventory pilferages by Reduced
15%
Average ticket resolution time Dropped from 28 hours to 15 hours.
18%
Workforce productivity Increased
23%
Customer happiness index Increased
12%
Overall profitability Went up by 12% in 6 months

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