ClearBlueSoftware (c)AJA Inc. 2003 ProServe Introduction

ClearBlueSoftware (c)AJClearBlueSoftware (c)AJA Inc. 2003A Inc. 2003

ProServe IntroductionProServe Introduction


Why Manage Tenant Why Manage Tenant Services ?Services ?

Increase Tenant RenewalsReduce Costs 15 to 30%Keep Up with the CompetitionControl it In-House or Out-Source


Why ClearBlue ? - Tenant Why ClearBlue ? - Tenant RetentionRetention

• Renew leases with facts, not tenants’ Renew leases with facts, not tenants’ anecdotesanecdotes

• Track service quality to tenants’ Track service quality to tenants’ custom standardscustom standards

• Streamline communicationStreamline communication• Instantly notify of service delivery Instantly notify of service delivery

defectsdefects• Provide meaningful reports that reduce Provide meaningful reports that reduce

costs and improve servicecosts and improve service


Why ClearBlue – Cost Why ClearBlue – Cost SavingsSavings• Dedicated Tenant Service Staff and Dedicated Tenant Service Staff and

Efficient Streamlined Software and Efficient Streamlined Software and ReportingReporting

• Millions and Millions of Square Feet Millions and Millions of Square Feet ServicedServiced

• Scalable to Meet Your Changing NeedsScalable to Meet Your Changing Needs• Outsource or Take it Back. You are in Outsource or Take it Back. You are in

Control.Control.


Why ClearBlue – Better Why ClearBlue – Better ServiceService• Extend your hours of operation up to 24x7Extend your hours of operation up to 24x7• Provide multi-channel points of Provide multi-channel points of

communication (face to face, communication (face to face, phone/fax/pager/web/email & wireless).phone/fax/pager/web/email & wireless).

• Streamline communicationStreamline communication• Instantly notify of service delivery defectsInstantly notify of service delivery defects• Provide meaningful reports that reduce Provide meaningful reports that reduce

costs and improve servicecosts and improve service


Why ClearBlue? – No Why ClearBlue? – No ConflictConflict

• Protect your tenant contact listProtect your tenant contact list

• Protect your tenant relationshipsProtect your tenant relationships

• Protect your inside knowledgeProtect your inside knowledge

• No conflicting interests with No conflicting interests with ClearBlueClearBlue


Overview of TechnologyOverview of Technology

• Call Center ManagementCall Center Management

• Tenant Service DeliveryTenant Service Delivery

• Integrated Call DispatchIntegrated Call Dispatch

• Cost RecoveryCost Recovery

• Tenant CommunicationsTenant Communications

• Analysis and ReportingAnalysis and Reporting


Enter Call Enter Call ConversationallyConversationally


One Screen Call EntryOne Screen Call Entry

• Provides Smart FilteringProvides Smart Filtering

• Won’t Leave Tenants HangingWon’t Leave Tenants Hanging

• Fast Efficient Call Capture 15 to 30 Fast Efficient Call Capture 15 to 30 seconds per callseconds per call

• Automatically emails, faxes and Automatically emails, faxes and transmits call to wireless devicestransmits call to wireless devices


Automatic Electronic Work Automatic Electronic Work Order Routing – No Order Routing – No FumblingFumbling• Uses Preferred Communication Uses Preferred Communication

ChannelChannel

• EmailEmail

• FaxFax

• Wireless DevicesWireless Devices

• Alpha-numeric pagingAlpha-numeric paging

• Future Devices – Flexible ArchitectureFuture Devices – Flexible Architecture


Automatic Tenant / Building / Automatic Tenant / Building / Contact Tracking – No Contact Tracking – No FumblingFumbling• Driven by Dynamic Building / Tenant Driven by Dynamic Building / Tenant

DatabaseDatabase

• Fast Caller RecognitionFast Caller Recognition

• Automated Data EntryAutomated Data Entry

• Efficient Call CaptureEfficient Call Capture


Automatic Service Person Automatic Service Person Tracking – No FumblingTracking – No Fumbling• Only service people assigned to the Only service people assigned to the

building selected are presented for building selected are presented for selection. This makes selecting the selection. This makes selecting the right service person easy for the right service person easy for the dispatcher.dispatcher.


Customer Call Back Feature – Customer Call Back Feature – Instant Tenant ResponseInstant Tenant Response

• Allows Facility Manager to Achieve Allows Facility Manager to Achieve and Monitor Committed Service Level and Monitor Committed Service Level to Meet Custom Tenant Service to Meet Custom Tenant Service RequirementsRequirements

• Service Person can “one button Service Person can “one button direct-connect” to caller after direct-connect” to caller after receiving wireless request providing receiving wireless request providing Instant Tenant Response.Instant Tenant Response.


Call Completion Tracking – Call Completion Tracking – Satisfaction MonitoringSatisfaction Monitoring

• Allows Facility Manager to Monitor Allows Facility Manager to Monitor Service LevelsService Levels

• Performs Real-Time CalculationsPerforms Real-Time Calculations

• Tracks call closure efficiencyTracks call closure efficiency

• Calculates urgencies and completion Calculates urgencies and completion timestimes


Quick “Hot Seat” Reports – Quick “Hot Seat” Reports – Answer the tough questions Answer the tough questions fast.fast.


Produce Hidden Revenue - $Produce Hidden Revenue - $$$$$• Recover Service CostsRecover Service Costs

• Track labor and materialsTrack labor and materials

• Automatically Prepare InvoicesAutomatically Prepare Invoices

• Automatically Prepare Input Data for Automatically Prepare Input Data for InvoicingInvoicing

• Automatically Route Costing Automatically Route Costing Information to Tenant’s Accounts Information to Tenant’s Accounts PayablePayable


Professional Reports – Professional Reports – Deliver ValueDeliver Value

• Flexible Report Generation e.g. by Flexible Report Generation e.g. by Property Manager, Region, Segment, Property Manager, Region, Segment, Building, Tenant etc.Building, Tenant etc.

• Tenant Satisfaction ReportsTenant Satisfaction Reports

• Performance ReportsPerformance Reports

• Engineering AnalysisEngineering Analysis


Who’s responding to what?Who’s responding to what?

Call Quantity by Service Person and Urgency

0

50

100

150

200

250

300

350

400

450

500

Chambers Evoy Larkin Rosenlund Simpson Strojec

1 day

2 hours

4 hours


2 Year Quarterly Trend2 Year Quarterly Trend

3 Year Quarterly Trend - Top 4 Call Types

0

50

100

150

200

250

300

350

400

450

Qtr41999

Qtr12000

Qtr2 Qtr3 Qtr4 Qtr12001

Qtr2 Qtr3 Qtr4 Qtr12002

Qtr2 Qtr3 Qtr4

Carpentry

Housekeeping

HVAC

Lighting


National Call Centre LoadingNational Call Centre Loading

Call Time Loading by Type

0

200

400

600

800

1000

1200

1400

1600

1800

7 AM 8 AM 9 AM 10 AM 11 AM 12 PM 1 PM 2 PM 3 PM 4 PM 5 PM

Recycling - Paper

Plugged Sink/Toilet

Light Out

Leak

Keys/Locks

General

Building Access Cards

A/C - Too hot

A/C - Too cold

A/C - After-Hours Request


Defect Response by Defect Response by UrgencyUrgency

Number of Calls Exceeding Promised CompletionOrganized by Promised Urgency

0

500

1000

1500

2000

2500

3000

3500

4000

4500

5000

1 day 1 week 2 days 2 hours 4 hours Emergency

Total


Drill Down on Summary Drill Down on Summary DetailDetail


All Custom Reports PossibleAll Custom Reports Possible


Which floors have a Which floors have a problem?problem?

Lighting Calls By Floor

0

10

20

30

40

50

60

70

80

90

0 01 04 05 06 07 08 09 10 11 12 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35an

nex

base

men

t

elev

ator

elev

ator

5

lobb

yM

ain

mal

l

pavi

llion

Lighting

BuildingName Four Union Way

Count of CallID

Floor

ServiceType


Any Format / Any Level of Any Format / Any Level of DetailDetail

TenantDBA (All)BuildingName (All)

Count of CallID2 CallDateServiceType 1999 2000 2001 2002 Grand TotalElectrical 0.14% 1.09% 1.15% 1.26% 3.64%Housekeeping 0.59% 3.45% 3.45% 4.13% 11.62%HVAC 0.79% 4.72% 5.00% 5.76% 16.27%Lighting 2.11% 12.39% 12.10% 14.11% 40.71%Plumbing 0.39% 2.50% 2.39% 2.97% 8.25%Tenant Services 0.16% 1.43% 1.31% 1.48% 4.38%Carpentry 0.49% 3.09% 3.06% 3.73% 10.37%Construction 0.08% 0.28% 0.32% 0.35% 1.03%Security 0.06% 0.44% 0.43% 0.53% 1.46%Mechanical 0.00% 0.17% 0.15% 0.19% 0.51%Grounds Maintenance 0.02% 0.06% 0.06% 0.05% 0.19%Painting 0.02% 0.07% 0.06% 0.06% 0.21%Pest Control 0.05% 0.24% 0.21% 0.19% 0.69%Parking 0.04% 0.14% 0.11% 0.13% 0.42%Shipping 0.01% 0.07% 0.09% 0.07% 0.24%Grand Total 4.95% 30.14% 29.89% 35.01% 100.00%


Flexible Multi-Channel Flexible Multi-Channel WirelessWireless• Blackberry ®, IPAQ ®, Mike ®Blackberry ®, IPAQ ®, Mike ®

• Use BlackBerry, IPAQ, Mike Phones and Use BlackBerry, IPAQ, Mike Phones and other email enabled wireless devices. other email enabled wireless devices. Communicate with Outlook ©. Provide Communicate with Outlook ©. Provide two – way communication.two – way communication.


Custom Features / TrainingCustom Features / Training

• Has Standard Service LibraryHas Standard Service Library

• Customize Dynamically to Meet Customize Dynamically to Meet Special RequirementsSpecial Requirements

• Ready to Use Now, and Grow with Ready to Use Now, and Grow with you.you.

• Easy to LearnEasy to Learn


Multi-Building / Multi-Multi-Building / Multi-User Security.User Security.

• Multi-Level Data SecurityMulti-Level Data Security

• Selectable User RightsSelectable User Rights

• Handles Multiple Users for Large Handles Multiple Users for Large Enterprises and Small Businesses.Enterprises and Small Businesses.


Scalable for Large Scalable for Large EnterprisesEnterprises

• Supports flexible database systemsSupports flexible database systems

• Microsoft Access ©Microsoft Access ©

• Microsoft Sequel Server ©Microsoft Sequel Server ©

• Local, LAN, WAN or Web based Local, LAN, WAN or Web based systemssystems


ProServe Tenant ServicesProServe Tenant Services

• More Information (604) 542 6140More Information (604) 542 6140

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ClearBlueSoftware (c)AJA Inc. 2003 ProServe Introduction