DOC Cleaning prides itself in the relationships it holds and develops with its customers. We spoke to Jamie Bull (Financial Director) and Sophie Rioch (Head of Marketing) about how they give their customers a first-class experience with the aid of Clientshare Pulse. 

What challenges did you face with QBRs before Pulse?

As a family company, a lot of our success has been built on building and maintaining strong relationships with our clients. However, COVID-19 changed the nature of our interactions. We couldn’t get in front of them as much, which made it harder to prove that we were delivering in our key areas.

We were using tools like SurveyMonkey to send out satisfaction surveys, but the response rates were incredibly low. We needed to increase our responses so we could enact meaningful improvements.

To adapt to a changing landscape, we looked for a solution that would allow us to maintain strong client communication in the age of remote and hybrid working. We wanted a way to demonstrate the value we were delivering and to gather feedback to ensure client needs were being met. This led us to Clientshare Pulse.

Why did you decide to use Pulse?

Our initial implementation of Pulse covered our top 25 customer accounts to make sure we were as informed as possible about how they were feeling. With fewer face-to-face meetings after COVID, Pulse became a valuable tool for maintaining the connection we already had in place. We could generate reports, send them over to clients, and then follow up with a Teams call or similar.

We appreciate the added contact Pulse offers as a support to our in-person meetings. We encourage our teams to continue meeting with clients face-to-face when possible, and to use Pulse to ensure we're consistently delivering on our promises and to capture client sentiment accurately.

How has Pulse benefitted DOC Cleaning?

For DOC Cleaning, Pulse has proved to be far more than just a feedback tool. From a management perspective, the Pulse platform offers incredible visibility. Before Pulse, we had to trust that our teams were consistently delivering reports to clients. Now, we can monitor exactly what is being sent and how often.

A leadership level of oversight has not only helped us ensure we’re meeting (and exceeding) client expectations, but it has also opened up new opportunities for growth. The platform gives us the ability to share reports with a wider client base, which helps us strengthen relationships across the board. 

We’re confident Clientshare Pulse will continue to play a key role in our client communication strategy as the platform evolves. We’re seeing a much larger response rate through Pulse, giving us valuable insights to use in supporting wider business decisions. The visibility Pulse provides alongside the ability to monitor client sentiment is invaluable to us. We’re looking forward to leveraging the platform even more as our business continues to grow.

Final thoughts

DOC Cleaning's experience with Clientshare Pulse has been beneficial in terms of maintaining client relationships, gathering meaningful feedback, and providing visibility to senior leaders. As the company continues to expand, Pulse is helping DOC Cleaning keep communication channels open and ensuring they deliver on their promises, ensuring long-term client satisfaction and business success.

About DOC Cleaning

Operating predominantly in London and the Southeast, DOC Cleaning provides managed services throughout the whole of the UK since their founding in 1972 as a small family business. They focus on cleaning buildings to an exceptional standard, whilst polishing the image and reputation of our clients. They create healthier, safer, more attractive, welcoming, and efficient environments for all staff, customers, and visitors. 

Learn more about DOC Cleaning