FAQs

Q: What is your process for work order handling?

A: In today’s unpredictable world it doesn’t make sense to process service requests as if they were orders for fast food. Our On Demand approach requires that whether the project is recurring or ad hoc, we consider the first step of any project to be a “diagnosis” rather than a simple service order

  • Our dedicated and experienced diagnostic team are available to field any standard or emergency job requests – 24X7

  • Working closely with our on-site technicians and using our proprietary work order management software, we get beneath the surface of an assignment to properly evaluate each situation so as to recommend the ideal solution and marshal the right resources against it.

Q: Will our account be supported by a fully accountable Project Manager?

A: One word: Absolutely!

  • Fundamental to our On Demand structure is the commitment to provide our clients’ with a Single Point of Contact (SPOC) account manager. This is an experienced executive with full responsibility and authority to manage all aspects of the client’s business as well as the briefing, supervision, performance evaluation – and if necessary replacing – of specific vendor partner teams.

  • If awarded a significant percentage of the services outlined in the RFP, Springwise will further commit to dedicating a SPOC account manager 100% to the client business.

Q: How will our QA requirements be driven down to the Springwise front line?

A: We believe that effective communication and education requires direct communication and education. Our On Demand structure is purposely flat, eliminating layers of bureaucracy that can derail the process.


  • Our SPOC account manager sits at the heart of the process and ensures that the proper information is communicated to the right people, at the right time and through the right methods.

For frontline employees in particular we provide detailed written and verbal communication customized to their particular area of coverage and expertise.

  • It’s not a “1-way” road. Q&A is encouraged to ensure that expectations are clearly understood and potential issues are identified and resolved in advance.

Q: When issues arise, how will our needs be prioritized amongst your other clients?

A: Our “Single Point of Contact” approach to client management is predicated on true accountability. For this responsibility to be embraced by our managers it is critical that we don’t spread ourselves too thin. In the event that the assigned SPOC for the client will not be 100% dedicated to the account we ensure that client responsibilities are assigned in such a way so as to not compromise the value of the solutions we provide.

Further, our On Demand Philosophy requires that we train our SPOC account managers to be proactive, resourceful and adaptable in their approach to managing their clients’ issues and dealing effectively with competing priorities as opposed to a “first come first served” approach you may get from other service providers.

Q: How often do you meet with frontline teams performing the work on site?

A: Daily. A constant flow of communication is essential when dealing with widely-spread field teams. Phone and email are the best tools for being able to check status, discuss open items, trouble shoot, provide performance feedback, etc – all in real time.

Depending upon the issue at hand, the field teams are encouraged to interact with anyone from a variety of roles within the company, from Account Management, to Quality Control, to Accounting. This applies to both self-perform and vendor teams.

The management teams in our vendor partners are also required to provide the same level of oversight as we do with self-performed jobs. Furthermore, they are expected to act as an extension of our management team on a local basis when site visits are necessary.

Q: How do you ensure frontline staff personally consult with property managers

A: It is absolutely mandatory for our frontline staff to meet with location managers prior to beginning a project. Following a accurate “diagnosis” intake, our On Demand approach requires the execution team to review and clarify the requirements with the location manager as well as set expectations, confirm communication methods and ensure the project starts out in an optimal way.

Further, our front line teams are trained to think with a solution vs. task mentality and are able to adjust to whatever situation they encounter. And if they require expert counsel, our in-house team is a phone call away.

Q: How often are QC managers actually in the field working with vendor partners?

A: We find that by maintaining frequent contact with frontline teams throughout the execution of the job and via our performance tracking methods we rarely have to go on-site to mitigate problems.

That said, if we get the sense that an issue needs our eyes and ears on site, we dispatch the appropriate quality control resource immediately.

Q: What has been the churn rate of your subcontractors?

A: At Springwise we believe that our company is only as strong as the people on the front line. While Self-Performance is the foundation of our On Demand expertise, we've complemented these capabilities with carefully selected vendor partners that enable us to bring the best combination of expertise, reach, responsiveness and cost efficiency to any given job.

  • Our extensive partner network of vendors spans the country and covers multiple trade disciplines. Our long lasting vendor relationships average nearly 5 years (with some relationships lasting more than 10) and enable us to field a highly coordinated and capable team to serve your needs.
  • The number of vendors that churn is extremely low and while we don’t have exact figures we would estimate it at less than 3 – 4% per year. As important, this churn has predominately been due to our screening and elimination of vendors as opposed to vendors voluntarily leaving our network.

Q: How well do you understand our vendor performance tracking system?

A: We've reviewed a number of Vendor Performance Tracking Services programs and believe we fully understand them. We have no concerns integrating our in-house system with whichever system you choose and utilizing it in our work processes and with our frontline staff.

Springwise also happens to be a strong proponent of the effectiveness and efficiencies of these phone and web based quality control systems and have constructed our own powerful and efficient system to support our client’s business. Our own system includes:

  • IVR and web portal service reporting from the field through our Service Verification Network.
  • Enhanced service tracking and accountability through proprietary service verification tracking software.
  • Work order work flow management
  • Invoice and payment processing

One benefit we make available to our clients is to link our two systems to harness even greater efficiencies while enhancing overall quality control. We have successfully accomplished this with other major retail clients and their ASVs. Our IT staff has already developed processes which update these systems with timely and accurate information concerning the status of outstanding work being performed. Should you choose a system with which we have not integrated previously, they will research that system and develop the processes necessary to provide the same accurate information to the new system.

Q: How do your QA processes align with our requirements?

A: We have a strong track record of consistently meeting – and often exceeding – our client’s quality standards.

  • Our “On Demand Approach” to our clients’ business includes a follow-up phase where experienced and dedicated in-house Quality Control staff promptly and personally contact location managers on a full 100% of services performed to ensure satisfaction and to determine if further support is needed.
  • Further, your standards and ours converge with the integration of your specific requirements into our internal reporting and KPI performance tracking system.

Q: How is Springwise prepared to help us deal with all of the unexpected but critical events that can have negative impacts on our facilities, such as:

  • Wind, storm and lightning damage to the facade, signs and windows

  • Fallen/storm damaged trees

  • Roof leaks/damage

  • Emergency electrical and plumbing repairs

  • Auto/infrastructure accidents

  • Trip/slip and fall hazards or damage on walkways and in parking lots

  • Natural disaster remediation

A: Whether it is a recurring or ad hoc project, Springwise brings a crucial On Demand approach to everything we take-on, ensuring that just the right solution is applied for any given situation.

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