Empathica Launches Mobile Reporting Solution for Multi-Unit Restaurants and Retailers

Mobile Reporting provides field managers with the tools they need to easily access critical information about the performance of their locations to improve the effectiveness of site visits.

Toronto, Ontario, Canada – November 10, 2010Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions to more than 200 of the world’s most respected brands, today announced the launch of its new Mobile Reporting solution that will revolutionize how field managers conduct site visits.

Targeted to address the challenges facing multi-unit restaurants and retailers, Mobile Reporting gives field managers the ability to access location-based performance information on-site in real time, wherever they are on their mobile device.

“Field managers hold a vital role in driving the performance and profitability of their area, and they are constantly looking for ways to improve their locations, action items of concern, rectify situations and encourage best practices with their teams,” said Bruce Warren, Senior Director of Product Marketing at Empathica. “Their ultimate goal is to drive customer satisfaction and improve sales. Smartphones are a natural extension of a field manager’s tool kit, allowing them to do their job more effectively and efficiently when they are on the road. With access to Mobile Reporting, field managers always have the right information wherever they are. This optimizes the time they spend at each location to coach more effectively with location managers and ultimately drive same store sales.”

How Empathica Mobile Reporting Works

When a field manager logs into Mobile Reporting through their web-enabled mobile device, the home page gives them instant access to a mobile dashboard where they can review information on individual location performances. Other features include:

  • A mobile user-friendly interface that gives the field manager access to real-time store performance scorecards, verbatim comments from guests or customers, and the capability to instantly assign action items.
  • A summary page that provides a list of all the locations in their area, ranking them against their peers based on key drivers of great customer experiences, such as providing the perfect speed of service.
  • Customer Rescue Alerts that escalate unsatisfied customer complaints to the field manager so they can action them immediately. Field managers can also track the status of all assigned action plan items, as well as the progress of customer rescue issues”Mobile Reporting equips the field manager to recognize and reinforce positive behavior of staff members who have done a great job to improve the customer experience. The solution arms them with the key evidence required to go into a site visit,” said Warren. “With better access to area and location reporting, field managers can get a ‘heartbeat’ of the specific store in order to deliver more effective and targeted coaching.”

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