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Client: General Services Administration (GSA) Public Building Services (PBS)
Title: Customer Profile System (CPS) improves service delivery to GSA customers by leveraging customer data and market intelligence. (PDF) |
Key Benefits
The Customer Profile System (CPS) consolidates critical business and market intelligence data about GSA’s top customers. The database application integrates quantitative (e.g., facts, revenues, rent) and qualitative (e.g., intelligence, strategy, contacts) customer information.
Access to critical strategic market intelligence helps GSA create workplace solutions that meet customer’s real estate needs and investments. By sharing an integrated view of GSA’s top customers across services and regions, GSA associates gain a better understanding of their customers, knowledge that is critical to the timely execution of real property business transactions.
The Customer Profile System (CPS) enables Customer Relationship Management (CRM) through:
- High quality customer experiences
- Tailored workspace solutions
- Strategic relationship management
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CHALLENGE
GSA Public Building Services (PBS) is increasingly focused on becoming a strategic partner to their customers by building customer relationships, improving productivity and reducing costs.
In recent years, the PBS business model and organizational perspective has changed from one focused primarily on buildings to one focused on meeting customer needs.
PBS is committed to having well-defined customer-centered business processesthat are efficient and can effectively and consistently result in positive outcomes linked to a common set of business goals.
The Customer Profile System (CPS) is one of several tools developed by 3H for GSA PBS to present a consistent view of customers across the organization and to help GSA improve customer service through knowledge sharing.
3H SOLUTION
3H designed and created an application with a database structure that provides a 360 degree view of top GSA customers. The integrated customer views include quantitative data such as facts, revenues, rent, RWA, space lease and space occupancy. Qualitative data includes customer intelligence such as customer issues and buying behavior; customer strategy includes trend analysis, priority outcomes, performance results and aggregated results from customer satisfaction surveys.
The CPS application provides ad-hoc broad reporting capabilities, through a robust report generating module. Additional features of the system include:
- Search capability by customer agency, bureau code, abbreviated or full name.
- Component Object Model (COM) enforced business logic.
- Security based upon Windows authentication; only registered users are able to view and modify data according to granted privileges.
RESULTS
The Customer Profile System (CPS) helps GSA achieve their goal of integrating a customer perspective into every GSA decision-making process. By providing GSA with easy access to customer data and market intelligence, GSA has a valuable tool to help them deliver tailored workspace solutions and a high quality customer experience.
CPS enables GSA associates to better understand the current and future requirements of their customers and to focus on building more complex customer relationships, such as working in partnership to develop and implement workplace solutions that increase productivity.
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