Fox Metro Revolutionise How They Interact with Their Customers
In 2016 Fox Metro set about improving its operational efficiency by upgrading how they record and track inspections and FSE details. With SwiftComply, they were able to go one step further. We created custom audit forms that allowed FSE’s to register online and self submit their pump out records.
Problem addressed
Like many Water Utilities, Fox Metro was looking for ways to increase efficiency and make the best use of their scarce resources. They wanted to transform the way they recorded and tracked food service establishment (FSE) inspections. Their traditional processes were resulting in countless wasted hours entering details once back in the office.
Following our initial discovery calls, it was clear that Fox Metro has a significant opportunity to do more than upgrading their inspection process. We encouraged them to go a step further and invite FSEs to self-submit pump out service details electronically.
Solutions used
Fox Metro was able to unite their team, data, and process around the SwiftComply application. Moving their program to the cloud ensured that field inspectors could upload reports in real-time and give the entire team an up to date view of FOG compliance in their city.
Interactive dashboards and reports allow the team to segment their customer base and quickly prioritize as required. Advanced automation greatly reduced the time spent on repetitive tasks, given the team more time to focus on their core competencies.
We also created a customized FOG program website where FSE’s could self declare their compliance. Following registration, users receive a SwiftComply account, allowing them to upload records of their pump-outs throughout the year.
The application has improved the overall customer experience by giving users more control and allowing Fox Metro to send relevant and timely communications based on their actions.
Results
738 total Food Service Establishments
72% enrolled: 531 businesses self-declared FOG removal equipment
82% submitted: 602 FSEs or their service providers submit pump out documents
Fun fact
This project has extra significance for all of us here at SwiftComply as Fox Metro was our first US FOG customer! Trailblazers that weren’t afraid to take a chance on a new way of thinking about FOG program oversight.
