Over-C provides high-footfall, high-risk public facilities with a digital platform for real-time decision-making in the areas of cost control, compliance and customer experience.
Over-C deploys sensors across a venue, using location, sensor data and other inputs to trigger content and workflows at exactly the right time and place. All activity is monitored in real-time via a visual dashboard to give total transparency of frontline activity.
Venues can therefore create meaningful Service Level Agreements (SLAs) or Key Performance Indicators (KPIs) that truly reflect operational realities – adjusting them as circumstances change. This maximises cost-efficiency by enabling optimum deployment of frontline resources.
Over-C gives venues ownership of operational data, meaning that third parties cannot falsely claim that scheduled activity has been carried out. This ensures venues can either get value-for-money from contractors by enforcing SLAs or can insist on rebates for under-delivery.
Over-C will also help to identify superfluous activity so service levels and corresponding fees – or internal resource allocations – can be lowered accordingly.
Over-C eliminates manual, paper-based reporting, reducing the time, effort and costs associated with tracking and recording frontline activity. By automating time-consuming administrative tasks, activities such as post-match reporting can now be done at the push of a button freeing managers’ time for more value added activities.
Over-C will work with venue leaders to develop a robust business case that will give business leaders confidence that claimed business outcomes will be realised.
Over-C minimises misreporting and ensures that operational processes fully comply with regulatory requirements whilst drastically reducing the time and effort of investigating and verifying claims.
Over-C uses sensors across a venue to generate a complete digital record of all activity – scheduled or unscheduled. Where necessary, a photograph or video can also be uploaded to the system. Over-C also eliminates misreporting of activity by ensuring that claimed activity matches the reality of work carried out. This provides venue executives with certainty that all frontline tasks have been completed as agreed and scheduled – and in full compliance with all regulatory requirements.
All activity is monitored in real-time via Over-C’s visual dashboard; and reporting is by exception – any deviation from scheduled activity is immediately raised by the system.
Frontline employees can also use Over-C to ‘red flag’ issues before they become major problems, enabling operational leaders to immediately redeploy resources accordingly. This can mitigate the risk of lost productivity due to mechanical or process failures.
As an ‘end-to-end’ digital solution, Over-C eliminates the overheads of paper-based processes. In the event of an insurance claim, compliance officers have immediate access to records of all activity happening in relation to the incident and can easily determine whether any negligence was involved. This dramatically reduces the time and effort of investigating and verifying such claims.
Over-C monitors all activity via a visual dashboard to give total transparency of frontline activity such as cleaning, security maintenance and hospitality.
This gives venues complete confidence that the operational resources and processes necessary to ensure a first-class customer experience are properly in place.
Over-C enables Marketing/CX professionals to influence the customer experience – in real time. Reporting is by exception, so any variation to scheduled activity can be escalated without overwhelming staff in operational detail.
Also, by putting management of all frontline resources on a single integrated platform, any incidents or issues can quickly be flagged and addressed to minimise impact upon the customer experience.
The platform can even be linked to Twitter hashtags/handles so issues identified by the customers themselves can be resolved as quickly as possible.
Over-C improves the morale of often disconnected frontline staff with a mobile app that connects them to the wider organisation – this improves job satisfaction by giving employees a greater sense of belonging to a team. By fostering a happier more productive workforce, Over-C helps to improve the service quality that contributes to a first-rate customer experience.
This also helps to reduce employee turnover and the induction and training costs associated with that.
Over-C also gives frontline employees the opportunity to add value – for example, by equipping them to respond to customer enquiries – and to know that incidents they have identified are being addressed.
It does this without adding to their existing workload – in fact, by replacing paper-based red tape with a digital experience, Over-C streamlines existing work processes.
With Over-C, managers can assess the performance of previously invisible frontline staff – those working out of office hours or in remote locations – opening up possibilities for up-skilling or promotion.
Over-C also allows digital transformation initiatives and Human Capital Management programmes to be extended to frontline employees.