Commercial cleaning firm comes clean with a new reporting system

A north east-based commercial cleaning organisation has created a new computerised system which will allow its clients real time analysis of their performance.

Paul Edwards, managing director of Edwards Commercial Cleaning Services (ECCS), has developed the system with the assistance of current clients who helped offer suggestions on what variables should be included in new reporting system. The traffic light system allows for early warning signs of potential flashpoints in ECCS service, meaning potential issues are addressed at the outset.

Paul explained: “There is huge difficulty for a client to know whether or not we’ve done a good job. We spend hundreds of thousands of pounds every year checking the quality and consistency of work, training staff and organising cover for absences which the client just doesn’t see.

“We need to show where their money is spent and demonstrate that we work hard to deliver what we say we do and that they are getting the best value for their money. Clients don’t have the time to check every desk or toilet cubicle to ensure they have been cleaned, why should they? They pay us good money to do that for them.

He added: “To compound this, our cleaners work at hours that ensure minimum disruption to staff, so they are often working late at night or early in the morning, when the client is not there.

“Both my clients and I thought there must be clearer, more transparent method of reporting and so we’ve developed this system. I took the step of actually asking my clients on what variables they would like to measure the performance of ECCS and with their input, I’m really confident it will greatly benefit all our customers.

“All the current reports from my Operations Managers come in paper form so this system will do away with the masses of paper we currently use. This means both the clients and the environment benefits, which can’t be a bad thing?”

The system carries a long checklist of items that, once completed, are then automatically forwarded to the client, by e-mail, with green, amber or red coding to show the customer what has been checked on their site and in the case of any rectification needed, when and what is being done and when it was checked again.

Paul continued: “Most cleaning companies have no way of letting their clients know what they’re doing and when things have been done. This will help them in measuring the value they get and provide a record of what was checked and when or when new staff started or re-trained.

“The system can also assist clients in their health and safety or facilities management by providing an electronic ‘paper’ trail. The new system is being trialled now ready for implementation in a couple of weeks and the feedback has already been excellent.”

Paul Edwards has spent a five figure sum in developing the software, buying hardware and developing a new website and server to accommodate the new technology.

Paul established the business in 2003 with his wife, Hazel and now has more than 160 employees servicing more than 150 contracts across the region.