The search for actionable intelligence: Shifting from operational excellence to smart customer experience

The past decade has seen a rise in the use of advanced Building Information Management (BIM) systems to gather the kind of data that can help guide district intelligence and optimization. This data has been used to record and report on operational efficiency: when to cool/heat a building to maximum effect, when to turn the lights on and off and to notify of impending or actual break-down of operational equipment. Our buildings now run smarter, cleaner and more efficiently.

“Over the last two years alone 90 percent of the data in the world was generated.” – Forbes

For the owner and operator, an efficient operation gives a direct benefit and measurable difference to their bottom line. If the HVAC is running well, the customer is most likely more comfortable, but what other benefits do they receive?

Benefits of intelligent building systems

Vertical transport and it’s availability ranks in retail centers as their second biggest customer complaint (shortly behind parking). In today’s typical smart building, escalators (and lifts) are measured around the clock for their availability, speed, distance travelled, loads carried and people carried.

This data is used for power optimization (it may turn off or slow down during low periods of use, saving valuable energy) and predictive maintenance. If the escalator stops functioning it will immediately trigger an alert, the building manager will dispatch a repair crew and a temporary sign (think A-frame of laminated card with: out of order, sincerest apologies – Management ) will be placed to notify customers.

Smart customer experience for navigation

These centers all have digital information kiosks where a customer can navigate from A to B via the best route. If a customer needed to travel between floors, would it have recommended that escalator if it was on the guided route? Most likely yes. Would this have caused frustration to the customer who now needs to find an alternative? You bet!

At PAM we identify these navigational disruption events during the eX-Labs process. By taking a look at what customer touchpoints exist and what operational information is available, we help our clients craft smart customer experience solutions that have a positive effect on both sides of the equation. A small amount of effort to connect the availability of the vertical transport to the customer navigation would reap ongoing benefits. Automated and intelligent customer navigation ensures more efficient, frictionless pedestrian journeys and happier customers. Happy customers with extra time to shop spend more money – everyone benefits.

Steve Plummer
Solutions Consultant, PAM

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