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Oakwood launches Service Monitoring System

Travel News Asia Latest Travel News Podcasts Thursday, 11 June 2009

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.

Weve 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 Oakwoods 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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