Customer Profile:
-Headquartered in Raleigh, NC
-41.7 million square feet of office, industrial and retail property
-18 Development projects totaling 1.8 million square feet
-Made CorrigoNet one of its Top 5 Strategic Objectives for 2002
Founded in 1978, Highwoods Properties (NYSE:HIW) is one of the nation's largest fully integrated real estate operating companies. Headquartered in Raleigh, N.C. and operating in nine states, Highwoods is a self-administered real estate investment trust (REIT) that provides leasing, management, development, construction, and other tenant-related services for its properties and for third parties. Their growth has been fueled by attracting and retaining exceptional local talent, cultivating quality real estate assets, and focusing acute attention on superior customer service and operational efficiency.
As of March 31, 2004, the Highwoods portfolio features 529 in-service office, industrial, and retail properties, encompassing approximately 41.7 million square feet. They also control more than 1,300 acres for future development throughout their many markets, which extend across the Carolinas to Georgia, Florida, Virginia, Tennessee, Iowa, Kansas, and Missouri.
A customer since early 2002, Highwoods has implemented CorrigoNet™, Corrigo's Web-based maintenance and customer service solution in conjunction with Corrigo's wireless field management module to automate their service and maintenance processes.
Re-branded as ServiceLink, CorrigoNet's tenant interface has been deployed throughout the Highwoods portfolio. Since deployment, more than 200,000 work orders have been generated. An average of 40 percent of the service requests were created online by tenants (with some divisions receiving more than 50 percent of requests online), increasing customer service representative productivity and significantly increasing tenant satisfaction.
The total percentage of work orders created by tenants through the Web-based ServiceLink system continues to increase with time. Highwoods is leveraging their increased service performance as an important competitive differentiator and marketing tool. Highwoods has hung a plasma screen in their headquarters in Raleigh, NC, displaying the real-time transaction flow through the CorrigoNet solution to illustrate the efficiency gains they are making and their dedication to customer service.
CorrigoNet has been thoroughly integrated into other Highwoods important back office systems. Using the latest XML messaging technology, CorrigoNet is able to exchange leasing and customer data with Highwoods' current ERP system to maintain a consistency of vital customer data across platforms. Offered a choice between licensing (purchasing) the solution or paying a monthly ASP fee for access and hosting, Highwoods opted to purchase CorrigoNet and has integrated it into their existing financial platform.
Corrigo Benefits:
-40 percent of customer service requests come in via the Web
-Increased customer service representative productivity
-Improved customer satisfaction
“Corrigo's work order management system became a Top 5 Strategic Objective for Highwoods in 2002 and has been a major focus ever since. CorrigoNet is key to our efforts to deliver differentiated levels of service to our customers and achieve industry leading levels of operational excellence. We believe this solution is as important to our success as anything else we do with technology.”
Kevin Penn, Chief Information and Business Solutions Officer, Highwoods Properties