How MonkSpaces.Ai organised Phoenix Malls’ operations
Overview
Phoenix Malls is the shopping mall brand of Phoenix Mills Pvt. Ltd. and is currently one of the biggest mall operators with 8 malls spread across India.
Business Challenges to Our Solutions
Challenge 1
Improper Management of Work Permit and Gate Pass
Phoenix malls ran a very manualized 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.
Solution
We 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 would be communicated to the necessary stakeholders for approval on the admin dashboard96 hours to 8 hours
Reduction in average gate pass approval time5 days to 1.2 days
Reduction in average Work Permit Approval TimeChallenge 2
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 recieved on a daily basis.
Solution
Complaints were made much more simpler to handle with our ticketing system, bringing in features like automatic assignment to the concerned workman, ticket escalations, and notifying the concerned parties whenever complaints were resolved30 hours to 6.5 hours
Reduction in mean resolution timeChallenge 3
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-paper systems, so it was difficult to take insightful decisions based on the same.
Solution
Our team implemented it's Retailer Feedback Index (RSI) module, which allowed retailers to give feedback directly from a web portal. The feedback link was also sent on emails and whatsapp to ensrue high adherence90%
Total feedback filled by retailers95%
Overall Retailer Satisfaction Index (RSI)
Since the implementation of MonkSpaces.Ai, our operations are 90% paperless now. We have digitized Tickets, Checklists, Gate Passes and Work Permits which saves us a lot of time in conducting routine tasks. The Retailers are able to communicate and get their approvals via the retailer portal itself.
