Engage Customer Panel Recap

by | Oct 27, 2016

RizePoint Customer engagement

The most anticipated session of the RizePoint Engage conference.

When asked, “what do you want to get out of the RizePoint Engage user conference?” users commonly proclaim that they want to learn how others use the RizePoint system.  It’s true, RizePoint’s Management Console and Mobile Auditor solutions are so robust, and can be used in so many ways, it’s a terrific idea to understand how others put the system to work in their operations.

That’s just what we got to the bottom of in the Engage User Panel session at this year’s conference. This year’s panelist included:

  • Paula Popoli, Sr. Project Manager of Resort Operations at Marriott Vacations Worldwide
  • Kelly Toce, QA Analyst at Sodexo
  • And, Joe Ventimiglia, Operations Services Manager, Checkers and Rally’s Restaurants

The panelists shared their thoughts on a variety of topics and we’ve captured the highlights for you here today:

The first question for the panelists dove right into the heart of what the attendees wanted to learn. Nisha Burke, panel moderator and Product Marketing Manager at RizePoint, asked about the unique ways the panelists use RizePoint. Joe Ventimiglia, of Checkers and Rally’s, presented on this topic the day before the panel but still had plenty to share.  He explained that Checkers and Rally’s utilizes RizePoint across nine departments, in both corporate-owned and franchise-owned restaurants.  Paula Popoli of Marriott Vacations World Wide also weighed in to describe how her team started with two RizePoint forms and now has over 60 forms to automate everything from WiFi checks to fire safety drills.

When asked, “what do you find most useful in the RizePoint system?” Joe gave details about how they have a form to track the transition of a restaurant from corporate-owned to franchise-owned and vice versa. The form includes the inventory of the restaurant as well as the condition of all items so owners know the state of their new restaurant.

Joe went on to share the time when he had an ah-ha moment that helped him use the system in a bigger way when he heard Best Western talk about how they use RizePoint to manage construction projects. Joe thought, “We do construction too, and I bet we could benefit from the visibility and accountability that RizePoint brings to processes.”

The panel session then turned to helping new users become pros at using RizePoint. Kelly Toce of Sodexo explained that it is important to know that anyone can use the system. Even if you’ve never had experience with auditing or systems, don’t panic and don’t be afraid. The RizePoint system, and the team of subject matter experts that go along with it, will help you out. She described the importance of mapping out processes, creating process maps, and building smart sheets in order to accurately build audits. She advised attendees that the more planning you complete up front, the more solid your audits will be when you are done.

After new users’ uncertainties were put to rest, Paula shifted gears and shared details with the audience on how her organization takes advantage of self-auditing. She explained that her franchisees use this proactive opportunity by sending fire safety audit results directly to the insurance company. This ensures that all sites are up-to-code and all documents are in one place. Joe explained how Checkers & Rally’s requires 13 self-audits per year. The average quarterly score is used to award a Gold or Silver restaurant status. RizePoint makes this self-audit process easy to administer and track progress.

Kelly took control of the panel conversation at this point to share the importance of her relationships with other RizePoint users. She explained that if you are trying to use the system to accomplish a particular goal, there is likely another user that has been there before. Sharing insights, tips and tricks, and best practices can really take an initiative to the next level. Kelly recommended that Engage attendees not only forge strong relationships with other users at the conference but continue those relationships throughout the year in order to learn from each other and share information.

Before moving to audience questions, the panel addressed a request to share recent trends.  When asked, “what are you seeing in your job today that you did not see a few years ago, or even last year?” the panelists all shared their perceptions of what today and the future have in store: more departments are requesting RizePoint forms. Joe noted that he even created a RizePoint form for departments to submit requests – the form includes questions about who will perform the audit, who will receive the report, and the report format requested. Kelly now shares reports with the SVP team and the CEO. The reports are a powerful way to provide information to all levels of the organization and especially those people that are always on the road.

To wrap-up the session, Nisha posed one last question to the panelists that asked them to look into the future, “do you see any new trends in brand protection specifically? In other words, are you taking any new steps now, that you didn’t previously, to proactively protect your brand reputation?” Paula said she is busier than ever because of the demand for the RizePoint reports. Kelly and Joe talked about how they share the Executive Summary of reports and attach details. This minor detail is a powerful way to communicate all audit results across the organization.

The theme from this session was that RizePoint and the attendees are focused on brand protection and standards compliance. After hearing from the panelists and the audience, it is clear that everyone at Engage is committed to creating a flawless customer experience.

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