Playbook for Simplifying Client Communication with OrangeQC

OrangeQC is a powerful tool for communicating service quality with your team's clients. With centralized communication, customers always know where to bring questions and concerns. Your team can find relevant data, conversations, and updates in one place.

In this playbook, we'll discuss the benefits of using OrangeQC for client communication and how to pick the right method of communication for your team's clients. Then, we'll jump into practical guides for setting up the right system for your needs.

Table of Contents

• Benefits of Managing Client Communication in OrangeQC
  • Why share quality control data with clients?
  • Why use a formal ticketing or work order system?
• How to Set Up Client Communication in OrangeQC
  • 1. Define how you want to communicate with clients.
    • Quality reporting in OrangeQC
    • Tickets in OrangeQC
  • 2. Add your logo.
  • 3. Set up ticketing from inbound emails and QR codes (optional).
  • 4. Set up a customer login for email, web app, or mobile access.
  • 5. Communicate the process with your client.
    • Email Template for Clients Receiving Email Reports Only
    • Email Templates for Clients with Login Access
  • 6. Follow up to ensure success.
• Getting Additional Help with Client Communication

Benefits of Managing Client Communication in OrangeQC

Methods such as in-person conversations, emails, and phone calls will always have their place in a relationship with clients. In order to justify introducing another platform, the benefits should far outweigh any drawbacks.

Why share quality control data with clients?

We've seen this strategy pay off time and time again for our teams. Sharing and allowing access to quality data:

• Builds customer trust through transparency
• Showcases high quality of services delivered
• Provides a channel for clients to flag problems or complaints early, before they endanger the contract
• Creates a "paper trail" of digital data around services

For a more in-depth look at how a high-performing team leverages transparency to their benefit, check out our case study with Environment Control Tucson.

It can be nerve-wracking to think about allowing clients access to data on their own, which is why OrangeQC offers you multiple ways to set and control access. You'll grant clients access only to their own accounts or sites, and still have the option to use private inspections and tickets for internal use that only your team can see. With these settings, you can share data with the peace of mind that customers are only seeing the information you want them to see.

Why use a formal ticketing or work order system?

Formal ticket and work order systems help keep requests organized and accessible. While small teams often rely on personal communication between the client and management team, it doesn't take long for ad-hoc systems to become overwhelmed by one-off requests.

Additionally, these communications from your client are valuable sources of data. Analyzing complaints and requests reveals quality trends, points to areas that may need additional service, or clues your team in on miscommunications around the contract. It can also highlight any disconnect between your own team's inspection results and what the client is reporting.

OrangeQC's digital platform provides a centralized point of communication. Stakeholders on both sides can log in and see all of the relevant data, conversations, and the status of issues. This helps prevent communication from being missed when a team member is out of the office, for example. If a customer has an issue, everyone who needs to can see it right away.

How to Set Up Client Communication in OrangeQC

1. Define how you want to communicate with your clients.

First, you'll need to define how your team plans to manage client communication within OrangeQC. You have flexibility to mix and match communication options to suit your client and your team.

Communication within OrangeQC falls into two main categories:

• Quality reporting, with data like overall scores and individual inspection reports.
• Tickets, which clients can submit to report issues, concerns, or requests.

Quality reporting in OrangeQC

Quality reporting comes from inspection data and results.

You can choose to deliver quality reports to clients by:

• Downloading reports compiled by OrangeQC, then manually sending them to clients
• Setting up automatic reports on quality regularly sent to clients via OrangeQC's platform
• Creating a login to the customer portal, where clients can view quality scores

Tickets in OrangeQC

You can choose to use tickets for problem reporting, for work orders, and more. Tickets work across a variety of platforms to ensure that communication runs smoothly.

You can have clients use tickets by:

• Creating a dedicated email address that your client can email to report problems or make requests
• Printing out QR codes that clients can scan to open an email to the above address
• Sending clients a view-only login to the OrangeQC web app, where they can view tickets, see response times, and check on progress
• Granting clients access to the OrangeQC mobile app, where they can submit and view tickets

2. Add your logo.

If you haven't already, upload your team's logo to your account. This will reinforce your branding and create a professional look for communication coming from OrangeQC.

For example, here's how the login page looks with a company logo:

3. Set up ticketing from inbound emails and QR codes (optional).

Complete this step only if you'd like to create a dedicated email address that will automatically create a ticket in OrangeQC when your client sends a message there.

This guide will walk you through the entire process, from start to finish. It also explains how to create a QR code sign that will automatically open an email draft to that address when scanned.

4. Set up a customer login for email, web app, or mobile app access.

Complete this step if you'd like to set up automatic emails to clients with quality reports; allow clients to log in and view the dashboard, inspections, and/or tickets; or grant clients access to the mobile apps for tickets.

Check out the guide to creating view-only users in OrangeQC for in-depth, step-by-step instructions, as well as pictures of suggested setups.

Here's a shorter version for those of you who are already familiar with the process of creating users in OrangeQC:

As an admin user in the OrangeQC web app, navigate to the People tab and click the "New Person" button.

Add the information for the person's name, time zone and email. Choose a username and password; for example, the part of the client's email address before the @ symbol. Be sure to save the username and password you created in a safe space.

Leave all of the options under "Roles" un-checked.

Under "Permissions," choose permissions according to how you'd like to communicate:

• Under "General," you will likely want to leave both boxes checked. You might un-check the "Can edit personal emails" box if you want to prevent the client from accidentally un-enrolling in emails you are contractually required to deliver.
• Under "Inspections," if you want your client to be able to view inspection results, check the "Can view inspections" box. Then, un-check every box beneath it.
• Under "Tickets," if you want your client to be able to submit tickets and view your team's progress, check the "Can access and create tickets" box. Then, un-check every box beneath it.

Under "Email Notifications," set up email alerts for your client. You have the choice of a weekly, daily, and monthly report, which can be combined.

Finally, choose the correct areas of access for your client.

5. Communicate the process with your client.

Let your client know how the communication you've set up will work. We've drafted some emails you can use as a template for sharing information with your clients; feel free to use an modify these as necessary.

Email Template for Clients Receiving Email Reports Only

If you've set your client up to receive automatic email reports, they'll receive those emails even if they never log into the site.

Here is an email template you can use to share that they'll be receiving these reports. Copy and paste it directly into an email draft. Be sure to replace the bracketed information with your client's name and your name.

Email Templates for Clients with Login Access

If you'd like your client to be able to check in on the dashboard and ticket status whenever they'd like, you'll need to email them their login information.

Here are email templates you can fill in with the right information, based on the level of access you've given your client. Copy and paste it directly into an email draft.

Be sure to replace the bracketed information for the client's name, your account subdomain, the client's username, the client's password, and your name.

For clients with access to the dashboard only:

For clients with access to the dashboard and inspections:

For clients with access to the dashboard, inspections, and tickets:

For clients who will use the mobile app for submitting tickets, in addition to receiving email alerts and having full access to the web app*:

*You may need to personalize this message if you are granting mobile ticket access, but not setting up automatic quality control reports or do not want your client to use the website.

6. Follow up to ensure success.

While the advantage of automating the system removes the burden of manually delivering all of this communication, most clients will benefit from occasional follow-ups to remind them of the platform or draw attention to particularly useful information.

A few ideas that we've heard from our teams include:

• Forwarding a particularly great email report to the client with a personal note.
  • Example note: "Wanted to make sure you saw this most recent quality control report. We made a few scheduling changes recently, and they've really been paying off!")
• Redirecting clients who report issues or submit requests outside of the system. It may take a few reminders, but this is important for breaking the habit.
  • Example note: "Thank you for reaching out! Could you please submit issues like this by [emailing the ticket email address/submitting a ticket in OrangeQC/using the OrangeQC app]? That way, if I'm not in the office, someone from our team can still get on top of the issue ASAP. Thank you!"
• Following up when things go wrong. Owning up to an issue, such as a dip in quality or a problem reported by a client, goes a long way towards establishing trust and transparency. It also invites the client to go to you when they're experiencing issues, rather than quietly beginning to look for a different provider.
  • Example note: "I wanted to follow up on [issue]. This isn't the level of service we would like to maintain, and we're addressing it by [retraining staff/adjusting staffing levels/changing the cleaning schedule/etc]. Please reach out if there's anything else you think we need to know to address the problem completely."

Getting Additional Help with Client Communication

We hope this playbook has helped your team determine and implement the right strategy for your client communication through OrangeQC!

While this playbook has focused on setting up and running communication with existing customers, OrangeQC can also help during the bidding and sales process. Check out our downloadable marketing materials for website copy, screenshots, logos, and slide presentation materials you can use to help grow your business.

If you have more questions or would like to hear more about any of these topics, please don't hesitate to let us know. The best way to reach us is at support@orangeqc.com.