How MonkSpaces.Ai organised Phoenix Malls' operations
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.
Company
Phoenix Malls
Location
Across India
Portfolio
Shopping Mall
Scale
8 malls
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.
Digital gate pass and work permit portal
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 dashboard
Reduction in average gate pass approval time
96 hours to 8 hours
Challenge 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.
Ticketing system for complaints
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 resolved
Reduction in mean resolution time
30 hours to 6.5 hours
Challenge 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.
Retailer Feedback Index (RSI) module
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 adherence
Total feedback filled by retailers
90%
Impact at a glance
96h → 8h
Gate pass approval time
30h → 6.5h
Complaint resolution time
90%
Paperless operations
"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.
The app is quite userfriendly, and our security guards are able to utilize it well without much challenges.
The MonkSpaces.Ai team is approachable, and are available for any support"
Gaurang Borkar
Floor Manager, Phoenix Palladium
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