Service on demand at Residenz Au Lac Interview with Rita Morf, Head of Customers & Communication
Several healthcare facilities have already successfully implemented service on demand. This includes the Residenz Au Lac, where the service was implemented in early 2019. Service on demand is mainly in use in the seminar and event areas and at reception.
Rita Morf, how have users reacted to your service on demand service so far?
The button boards in the seminar rooms are very popular and are used at every seminar. As a result, guests feel very well looked after and our employees know exactly when they’re needed, whether that is for technical support or break catering. The call button is also much appreciated at reception, as it means the Residenz is perfectly equipped for its hospitality role.
How has service on demand changed daily working life for those involved?
Employees can schedule their tasks more flexibly and don’t have to repeatedly ask customers if everything is still okay or if they have a request. Guests simply press a button to let us know when they need something. This allows us to respond to customers much more efficiently and in a more goal-oriented manner, and to demonstrate our focus on the customer.
What do you personally consider to be the greatest advantage of service on demand in the healthcare sector?
The biggest advantage is that the service is so flexible in its application and can be tailored to meet specific needs. So far, we’ve used service on demand in seminar and event management as well as at the reception. I imagine that in future, the service could also be used in nursing homes. For example, if a senior in the home requires assistance, they can order the desired service directly at the push of a button. This might be for building services, shopping services or nursing support. The retirees in the apartments are becoming increasingly familiar with the technology. It’s important to note that the network and the devices have to work and be reliable, because support is needed more urgently here than for seminar customers. This is why we’re still in the test phase.
Where were there initial issues that needed to be resolved?
Training of employees is a decisive factor. One issue that needed to be addressed was the system to which the order should be awarded. Our service and technical staff work to ensure 24-hour operation. As a result, they’re always on different deployments and often have no PC access at all. We’ve resolved this issue by purchasing special mobile phones for service on demand. On-duty employees always have their mobile phone with them. This ensures that the order or request is always received by the person who can best provide or at least coordinate the service.
Where else in your operations do you think you could use service on demand?
There would certainly be potential in the area of logistics. I’m thinking, for example, of tasks like cleaning toilets or replenishing paper towels. This is currently all still done using inspection rounds and staffed accordingly. At some point, emergency calls throughout the building may be required and this could be solved using service on demand. However, this is a sensitive area that could be a matter of life and death. That’s why we’re waiting a little longer for this option.
We would be happy to help.