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Oakwood has implemented new cutting edge
customer service technology. ServiceTrack is an around-the-clock
service tracking system that the temporary housing provider
believes will help take its gold standard service to new levels.
“We’ve given our associates the ultimate tool to
provide guests with exceptional service when a maintenance or
service request needs to be fulfilled,” said SVP of Information
Technology Ric Villarreal. “Since the launch of the new platform
and process to our field associates, ServiceTrack has successfully
achieved 100% adoption across all domestic operations.”
ServiceTrack monitors all guest
and service representative communications by generating a unique
ticket for each request, then tracks the request to achieve a more
efficient and effective conclusion. The system closes the loop by
automatically deploying a questionnaire to solicit guest feedback.
Whether a guest accidentally locks themselves out of their unit or
has a maintenance emergency, a communication log is created. The
system enables any customer service associate to view the account,
proactively communicate with the client, and successfully complete
the request.
Not only does ServiceTrack
dynamically replace Oakwood’s previous guest service request
system, it empowers staff to create, manage, and track service
issues 24 hours a day, seven days a week.
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