The Challenge
Improper management of work permit and gate pass. Phoenix Malls ran a very manualised system when it came to generating gate passes and work permits. They were physically filled out by the retailer and went through a time-consuming multilayer approval process.
Messy complaint management system. Due to the large size of and bustling activities in the malls, Phoenix Malls had a difficult time tracking all the complaints they received on a daily basis.
Manual surveying process. Being a leader in the mall industry, Phoenix did monthly surveys with their retailers to understand more about their feedback on how to run the mall better. These surveys were done with pen-and-paper systems, so it was difficult to take insightful decisions based on the same.
Our Approach
A digital gate pass and work permit portal. Brahmastra Labs provided Phoenix Malls' retailers with a web portal where they could raise their gate pass and work permit requests, and upload all necessary documents. Forms that were filled up online were communicated to the necessary stakeholders for approval on the admin dashboard.
A ticketing system for complaints. Complaints were made much simpler to handle with the ticketing system, which brought in features like automatic assignment to the concerned workman, ticket escalations, and notifying the concerned parties whenever complaints were resolved.
A Retailer Feedback Index (RSI) module. The team implemented its Retailer Feedback Index (RSI) module, which allowed retailers to give feedback directly from a web portal. The feedback link was also sent on email and WhatsApp to ensure high adherence.
The Results
Average gate pass approval time fell from 96 hours to 8 hours, and mean complaint resolution time fell from 30 hours to 6.5 hours. Total feedback filled by retailers reached 90%, and operations across the portfolio became 90% paperless.
