We sat down with Josue Silva from Flagship to talk about how they're using Clientshare Pulse, and what they feel has been the biggest impact for their business.

Josue Silva, VP of Operations at Flagship

How do you use Clientshare today? 

We have weekly business review meetings with all our customers across the US. Our operations managers host the meetings and discuss KPIs, issues, concerns and things that went well over the last week. After the weekly meetings, we gather the notes, any pending items, document everything through Clientshare and use the platform to send the reviews to them.

People can then score us via the platform and leave feedback, which gets memorialized in the system. In my role I also use the platform to send a weekly report to my CEO and COO as a recap of the week's activity.

Before you started using Clientshare how did you manage the weekly review process?

We didn’t have a digital process before Clientshare or a way to visibly track the data and follow up on the actions taken. We still had the weekly meetings, but had no way to send recaps, gather written feedback or measure scores.

What are your favorite features and benefits of using Clientshare?

When there's a low score or client feedback, I really like that the system notifies us. The alerts mean that we can make sure that any negative feedback is responded to and actioned straight away, which is a very valuable feature for us.

Clientshare has given us a lot better visibility over the team's activity, making sure all meetings are happening when they should be and that all actions are added, tracked and followed up on.

Using Pulse has opened up a new communication channel with our clients that are incredibly valuable. We are getting a lot more consistent scores and feedback now than we did before using Pulse. Communication is the key to good client relationships. Having regular two-way communication channels ensures we resolve any potential issues a lot faster.

With Pulse, we can track account activity, feedback, scores and actions consistently over time, meaning we have an audit trail that makes it easy to prove progress or present the history of the relationship to new stakeholders.

About Flagship

Flagship Facility Services is a facilities maintenance company headquartered in Southlake, Texas. In 35 years, Flagship has grown from a one-person startup to a leader in the rapidly developing FM space. We now provide holistic solutions to more than 1,800 client locations across the U.S. and Canada.

Flagship specializes in janitorial services, engineering, and maintenance for the aviation, manufacturing, and Life Sciences industries. With 6,000+ employees, we’re dedicated to creating the best possible experience for our customers.