First Impressions Matter: How visitor management is improving the sign-in experience.

Let’s do a thought experiment. Think of all the companies you have visited in your career. Visualize the kinds of experiences you have had when you walk into the building. Did you feel welcomed? Was there a receptionist there to greet you? How often were you in a position of waiting while the receptionist was multitasking? Now visualize yourself as a visitor to your own company. Imagine being a customer, client, panelist, delivery person, temporary worker, or consultant. You walk in the front door. What happens next? Is your company delivering the ideal check-in experience?

The reception area is the gateway where first impressions are made. It is the point of entry where access is controlled and traffic directed. In other words, a well-managed visitor experience should be of vital concern for a lot of reasons.

Visitor management is a technological solution that systematizes the tracking of every person coming into your company.  In the old days, visitor management would be managed by means of a receptionist and simple sign-in sheet at the front desk. Maybe those sign-ins would wind up being tracked in a manually edited spreadsheet. These old school methods aren’t very efficient, however. It is hard to search the back logs, and assigning a front desk receptionist to be there for any visitors who may show up could be inefficient in a couple of ways. The receptionist might not be busy enough (too much downtime), or too preoccupied with other tasks that pull them away from the frontline duty of reception. Visitor management presents a more robust, consistent, and professional process for greeting visitors.

Tablet computers such as the iPad were the enabling technology that allowed visitor management systems to take off around 2013. Every year has seen increasing functionality. A visitor management system goes way beyond traditional sign-in functions. It can log visitors, make photo ID badges, handle NDA signatures, accept deliveries from couriers, send notifications when an expected visitor arrives, and permit employees to communicate with visitors.

Key benefits and advantages of visitor management

  • Better point of entry experience. Visitors feel more welcomed, better oriented, and safer.
  • Less haphazard, more professional and consistent.
  • Easier to track visitors for auditing and reporting purposes.
  • Affords more flexibility and productivity for front desk personnel.
  • Gives a “better look” to your company’s brand image.

Analyzing the need for better visitor management

We can break down the visitor experience and see how your current processes measure up against a digital visitor management experience. Ask yourself these questions:

When a visitor arrives, how long does it take to greet them?

Is the credentialing process handled in a consistent way? How easy is it to create visitor badges? Are the credentials customizable and clear?

Could the handling of legal requirements such as NDA’s be better handled? Are NDA signatures maintained in a secure fashion?

When a courier arrives, how long does it take to accept and record receipt of deliveries?

How practical and efficient is it to audit and track visitor logs?

Are site safety requirements accessible for visitors, especially contractors?

How efficiently are company personnel notified of visitor arrivals?  Would visitors have a better experience if they had the opportunity to perform check-in at a self-serve kiosk?

For all of the questions above, visitor management systems usually offer better answers. They can save time, increase flexibility, and enhance security and privacy, not to mention giving your company a “better look”.

Safe and Secure. Visitor management systems can provide improved access control too. They help to secure the facility from unwelcome intrusions, protect visitor and company privacy, and ensure regulatory compliance. Visitors can be matched against watch lists to keep criminals and black listed persons from gaining access. The system can also keep visitors and employees notified about evacuation plans and emergency notifications.

The most popular features of visitor management systems

  • Customizable check-in
  • Automated notifications
  • Two-way digital communication between employees and visitors
  • Streamlined legal and NDA agreements
  • Searchable and trackable visitor logs
  • Badge printing to enhance security

Olà

Marketing Systems Group recognizes the importance of visitor management, and we are excited to introduce you to our latest enhancement to the ARCS platform. It is called Olà powered by ARCS.

Now you can get the key features companies seek in a visitor management solution without having to maintain a separate system. The visitor management piece is integrated with the ARCS platform.

Olà supports customized branding, self-serve kiosk sign-ins, visitor badging with personalized data, NDA signatures at point of sign-in, tracking of arrivals, cancellations, and no shows. Quotas can be monitored in real time. A dashboard feature allows you to view visitor activity and access evacuation lists in case of emergency. Visitor logging is of course built-in, and it can include visitor demographics, contact information, and activity charts. Visitor activity can be accessed remotely 24/7 from mobile devices and web browsers through a centralized web-based management system.

For more information about Olà, contact your MSG representative today.

The Power of Conversation

Observers of the market research industry have been noticing a trend of late: researchers are acknowledging the limitations of large-scale surveys and are rediscovering the value of qualitative research, namely, real conversations with real people. Why?

That’s precisely the question, and also, the answer. “Why.” Quantitative research often has difficulty answering the “why?” questions. While it is true that much insight can be gained by analyzing big data, why not go directly to the source and talk to them? By interviewing and hearing people’s stories and insights, you can understand data better. Why do products sell? Why is growth not taking off? Why do preferences emerge for one brand and not another? Some answers are more readily gained by simply talking to people, then interpreting the results.

Continue reading “The Power of Conversation”

TCPA Compliance

My name is Tim Antoniewicz and I am not a lawyer.  I am not legal counsel.  I once played Clarence Darrow in a junior High School production of Inherit the Wind but what I am about to say should in no way be considered legal advice.  However it may be considered helpful in sorting out the quandary that many researchers face when conducting research with a cellular sample frame.

In light of the new FCC regulations (6/18/15) that expand the TCPA, CASRO has provided the following guidelines:

The Federal Communications Commission approved new regulations that expand the Telephone Consumer Protection Act (TCPA). The new FCC rules broaden restrictions on autodialed calls to cell phones without differentiation for caller intent. 

ALL calls to cell phones made using an auto-dialer are PROHIBITED.

DO:

ALL calls to cell phones should be manually dialed.

Regularly update number databases to identify numbers ported to cell phones.

Don’t:

Use a predictive dialer OR an auto-dialer to call cell phone numbers.

Assume that human proximity to, or intervention in, the placement of an autodialed call to a cell phone provides exemption from the TCPA.

Staying educated and taking proactive measures are the key to compliance with the law. Here are some high-level guidelines to follow:

  • Mitigate the risk by verifying the types of phones numbers on your list
  • Get the consent of the current wireless subscribers to a number
  • Be aware of ethical considerations including respondent safety and privacy.

Marketing Systems Group can assist you in flagging likely wireless numbers, identifying ported landline-to-wireless numbers and real-time screening of active cell phone numbers.

MSG is committed to helping you navigate the ever changing regulation landscape from the TCPA and remain in compliance while accomplishing your research goals.

For more information about TCPA compliance, see http://www.tcpacompliance.us/

MSG in a Bottle

Welcome to our brand new blog for customers and industry observers. We’re calling it MSG in a Bottle, and I know you’re going to love following it.

One of the best things about my job as president of Marketing Systems Group is the opportunity to work with an inspiring, committed team of professionals. They constitute a brain trust of talent and experience. Their collective market research expertise and dedication to quality truly makes a difference across our entire product line — GENESYS® sampling system , PRO-T-S® dialer software and ARCS® all-in-one panel manager.

Since 1987, we’ve been delivering innovative solutions to the survey research community, and our staff continues to do amazing things, year over year.

I’m proud of these professionals. They are what make our products great. We learn from each other every day.

That’s all well and good for a company president, you might be saying, but what about me?

That’s why we’ve started this blog. We want you to benefit from the collective wisdom I see in action every day at MSG. I’ve asked this talented team of pros to share their insights and expertise with you.

At the MSG in a Bottle blog you will get our expert analysis of hot industry trends, stay informed with news on the survey research industry and the latest standards updates, learn how we’re positioning our products to meet customers’ needs, and get practical advice and tips on how best to use our products. Think of it as “news you can use.” Also, we hope to have some fun along the way, too. We want you to get to know us better. And we want to hear from you too. You’ll be able to join the discussion and share your feedback and suggestions via the comments section after each blog post.

I’m excited about this new channel for reaching our customers and the survey research community, and I’m confident that our media and marketing team will keep you up-to-date on the survey research industry topics that truly matter. We hope you’ll bookmark us and stop in frequently. New pieces will appear on a bi-monthly basis. Or better yet subscribe/follow us here, and never miss a new post when it arrives.

Thanks and happy reading,

Jerry Oberkofler