Why Your Retail Incident Management Needs a Specialized operations platform (Not Just a Generic One)

Running a retail property or shopping center is a complex job. You’re tracking property assets and incident/work-order records, managing structures and facilities, logging incidents like property damage, suspicious activity or tenant concerns, and coordinating incident response and property follow-up. Many retail property portfolios attempt to shoe-horn a general-purpose operations platform into this workflow—but soon realize it doesn’t quite fit.

The limitations of generic operations platforms for retail property portfolios

Generic operations platforms are built for tracking sales pipelines and customer relationships. For a retail property organization (retail incident management) you need:

• Properties/Sites, property or facility locations, structures and facilities and assets and incident/work-order records
• Business property contacts integrated with property data
• Incidents and service requests captured by location & category
• Real-time workflow tracking for cleaning/maintenance & safety teams

When you use a standard operations platform, you end up building lots of custom fields, many suffering from poor mobile experience, and limited analytics for retail incident management.

What sets Retail Incident Manager apart

Retail Incident Manager was intentionally created to capture and present not just contacts, but the vital asset and incident data, incidents by location/property/site, tags and workflows. It was designed specifically for retail property portfolios—unlike other tools that retrofit this capability.

Key features you should look for

Here are the capabilities Retail Incident Manager brings that generic systems often struggle with:

1. Property and property/site database: Manage addresses, assets and incident/work-order records, structures and facilities in one place.
2. Incident/report tracking: Capture things like property damage, suspicious activity, safety hazards, tenant concerns, facility issues — by location and category, with photo capture and mobile reporting.
3. Customized workflow assignments: Clean & safe teams can be assigned tasks, follow-up in real time, view status.
4. Mobile responsive interface: Field staff can report via phone or tablet easily.
5. Analytics and reporting: Gain insights into retail incident management, incident trends, service levels and provide retail property stakeholder reports.

Additional benefits of using Retail Incident Manager operations platform

✓ Easy to Use ✓ Continuous Innovation ✓ Advanced Reporting ✓ Client Specific Coding

Real-world use case example

Imagine the scenario: Your Retail Incident Management Ambassador sees a large graffiti tag at 1234 Main Street at 10 PM. They open the Retail Incident Manager Advance Report and Tracking (A.R.T.) mobile app, select the type of incident, take a photo, and save that information to that location. Next a task can be assigned to the Maintenance & Field Operations team. The reporting dashboard shows that incident from which you can see an increase or decrease in those types of incidents and adjust operations accordingly. This kind of workflow is far easier when the operations platform is purpose-built for retail property portfolios.

Conclusion

If you’re still using a generic operations platform or spreadsheets to manage your retail incident management, it’s time to consider the difference that a dedicated platform can make.