THE CHALLENGE
Fairfield Communities, a property management company specializing in rental properties, needed to reduce incomplete action plans to support their CX Evaluation program.
CLIENT OBJECTIVES
The client sought to:
- Expand on their current CX Evaluation program
- Fill critical gap that was key to ensuring issues were quickly addressed and resloved
- Bonus – enjoy savings by outsourcing the solution to IntelliShop vs. performing the function in-house
OUR APPROACH
To support their CX Evaluation program, IntelliShop recommended:
- Action Plan Support Services
Ensures issues found from CX Evaluation program allow for swift and seamless identification and resolution.
THE SOLUTION
When a key team member responsible for resolving customer experience issues moved into a new role, Fairfield was left with a critical gap. Despite a high-performing CX Evaluation program and solid issue remediation rates, there was no one in place to review and confirm that action plans—based on valuable consumer insights—were being followed through.
To avoid losing momentum, Fairfield partnered with IntelliShop to integrate our Action Plan Support services directly into their existing CX Evaluation process. Here’s how we helped:
- Closed the personnel gap fast – Our QA team stepped in immediately to keep things moving without missing a beat.
- Streamlined issue resolution – We ensured that problems identified in mystery shops were addressed quickly and effectively.
- Boosted site-level accountability – With consistent follow-up, site managers stayed engaged and completed their action plans.
- Improved service consistency – By keeping resolution efforts on track, we helped raise overall service quality across locations.
This approach aligns with best practices in customer experience management, like those recommended by Forrester, a trusted leader in CX research.
THE RESULTS WITH CX EVALUATION ACTION PLAN SUPPORT SERVICES
The client quickly gained momentum in resolving lingering issues as our Action Plan Support team swiftly reduced outstanding concerns, ensuring a better customer experience at those properties.
Immediate Uptick in Positive Change
IntelliShop’s Action Plan Support team resolved 25% of outstanding issues noted from their CX Evaluation program in the first week, reaching nearly 50% by week two—driving a stronger customer experience.
Reduction in Overdue Issue Remediation
The Action Plan cut incomplete remediation by 85%, driving immediate operational improvements.
Cost Savings Through Outsourcing the Program
By outsourcing Action Plan Management in support of their CX Evaluations to IntelliShop, Fairfield realized significant cost savings.
Issues Don’t Fix Themselves. We Do.
If you’re tired of seeing the same problems week after week, let’s fix that—fast, efficiently, and without the overhead.
What Fairfield Has to Say
“We are thrilled to highlight the exceptional value of Intellishop’s Action Plan Module. This innovative tool has significantly enhanced our operational efficiency by providing meaningful support to our associates, empowering them to achieve their goals with greater ease. The increased success rate in action plan completions is a testament to the module’s effectiveness and the dedication of our teams. We deeply appreciate the friendly and collaborative partnership with Intellishop, which has been instrumental in driving our success. Together, we are creating a more productive and supportive work environment for everyone.”
–Sue Essa, Senior Vice President – Training & Development
KEY METRICS
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Incomplete action plans were reduced by 85% -
Achieved 50% resolution within two weeks, affecting prompt, positive change