Customer Profile:
-Headquartered in Reston, VA
-Fortune 300 Company
-300+ corporate and 750+ retail locations
-17,000 employees
-Corrigo partner since 2001
-Corrigo customer since 2002
Nextel Communications, a Fortune 300 telecommunications company based in Reston, Virginia, was looking for a Web-based system for managing its 300+ corporate and 750+ retail facilities nationwide, including workflow, service requests, and tracking. The Facilities group sought a solution with powerful administrative tools to drive a superior service standard, streamlining service, and enabling it to improve the quality and control of the Facilities department operations by understanding all the activities going on within the organization.
Initially, Nextel internally developed a Web-based system called "My Facilities." As the organization was getting ready to roll out My Facilities across the country, the data sales group at Nextel called the Facilities group and mentioned that they should check out a partner's application. This application provided Web-based facilities management, incorporated asset management and vendor management, and included a wireless end from which staff could access work orders via their Nextel phones.
Impressed with what they saw and recognizing the ability to strengthen the partnership, Nextel agreed to start rolling out CorrigoNet throughout their portfolio. As one executive simply stated, "What could possibly be better for the Nextel-Corrigo partnership then to use the same solution we are selling to customers?"
Already accustomed to placing requests for service online, Nextel employees made the change from locally coordinated work ticket systems to the enterprise CorrigoNet system. Now, 100 percent of the work tickets placed for Nextel facilities are submitted through CorrigoNet. After a customer or Nextel employee places a service request, the facilities management staff is able to view and utilize a history of all types of requests to help improve the organization and the services they provide. Colin Murray, Facility Manager at Sprint Nextel states, "With CorrigoNet, we are able to ensure that each part of the workflow process is managed. We no longer drop job tickets due to human error—all tickets are effectively dealt with—and the system has helped us reduce ticket turnaround time and improve job performance. Our customers are now able to have a reasonable understanding of the kind of service they can expect. We strive to meet and beat expectations and consistently improve ourselves as an organization."
According to Murray, one of the keys to the success of the CorrigoNet product for Nextel is the flexibility of the product to organize the workflow into portfolios. A facilities manager can view multiple teams and pull together reports for either each team or the entire portfolio under his or her supervision.
CorrigoNet has also helped improve the workflow process for Nextel's vendors, especially those using the CorrigoConnect system. Nextel can not only manage the expectations of customers, but now are able to more effectively manage vendor relationships and ensure top performance levels by tracking work orders through both Corrigo systems.
Corrigo Benefits:
-Improved staff productivity
-Reduced operational expenses
-Improved employee satisfaction
-Improved vendor coordination
"One of the top CorrigoNet benefits is that employees can contact the Facilities Department directly to make requests. The customer interface is easy to use and the detailed drop-down menus make it simple for them to place detailed service requests without having to do a lot of extra work or text entry. It is such a painless ticket process."
Colin Murray, Facilities Manager, Nextel
