Big Sky’s Task Module streamlines the process for gathering information from the field, further enhancing the customer experience.
All store support teams, whether ops or facilities related, are very familiar with the most common workflow direction: requests come from the stores to facilities and ops teams at headquarters, who in turn address the issue directly or dispatch to a trusted contractor or vendor for resolution. What if you took that tried and true workflow and flipped it, allowing the home office teams the ability to send tasks and surveys in the opposite direction out to stores or other field teams asking them to do something for you? We felt there were seemingly limitless applications – automating checklists, gathering store info or photos, or completing site or asset assessments. With all of these possibilities running through our heads, we went and built it.
The Task Module was created to provide an avenue to request information in a consistent and controlled manner across multiple locations, and then allow the users to report that reliable data to assess needs and plan for future projects to improve stores, support their staff, and in the end improve the entire customer experience. This is how it works: approved administrators and manager users have the ability to create tasks in the system and assign them to other users, including store managers, facility managers, district managers, etc.
A store manager may be tasked with:
- Uploading store set photos
- Running through a safety checklist on a scheduled basis
- Instructions on how to set up a store display
- Checking and confirming status or condition of a given asset or area of the store
A district manager or facility manager in the field may be tasked with:
- Completing a store survey or site assessment
- Completing store training
- Performing simple minor maintenance
Tasks and surveys can be created in a variety of ways. More complex tasks that require specific steps and the rating of condition, such as a survey or assessment, would be developed specifically for the customer’s application and store content before making it available to be assigned. Other tasks would be far simpler and could be created in a self-serve manner; a series of pointed questions for a store manager for example. Tasks can go out as a single task for a single store, a multi-task (i.e. same task to multiple users for multiple stores), or on a recurring basis – perfect for a monthly or weekly checklist. Regardless of how they are sent out, all tasks have a due date for completion.
When tasks are assigned to a user, that user can be notified by email or text that they have a new task, and the item appears on their dashboard with a description and due date. Just like with work orders and purchase orders, the configurable, role based Big Sky dashboard will also allow users (both assignors and assignees) to manage their exceptions such as overdue tasks and open tasks.
A perfect example of the task workflow and advantage would be a store manager’s assessment of a key fixture at the front of the store whose condition may directly impact whether customers choose to enter the store at all. A quick task can be sent to all stores in a single action to assess and score the condition for various characteristics, and perhaps upload photos from specific angles; once the data is in, the results can be rolled up into a single report and those locations with a sub-par component can be addressed immediately. You just improved the brand image and customer experience – think of the possibilities!