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Better monkey business with customer-centric cleaning

Using the digital cleaning solution Tork EasyCube™, Apenheul Primate Park in the Netherlands has managed to lift cleaning quality and drop complaints significantly in just one season. But the solution is also causing a more long-term shift of mindset among Apenheul staff.

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Apenheul has a wide range of apes and monkeys, many of which roam freely. 70 employees work year round to keep the park running, as well as 250 seasonal workers. The season of 2015 was exceptionally busy, which was good for business but unfortunately led to many complaints about cleaning and washrooms.

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“Think about when you go to a restaurant. If the washrooms are a mess you don’t want to see the kitchen. The same goes for parks: dirty washrooms affect the visitors’ overall experience” says Erwin Cheizoo, Operations Manager at Apenheul. He decided to do something about the complaints, so he implemented Tork EasyCube.

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Tork EasyCube is a digital cleaning management solution. Through connected devices in the park washrooms, Tork EasyCube gives employees real-time information on cleaning and refill needs, accessible on tablets and computers. 

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Armed with the data from Tork EasyCube, Cheizoo and his staff could improve efficiency straight away. They adjusted cleaning, reallocating staff where and when they were needed most. The data shows the impact clearly. When comparing the first and the last week of this year’s peak season, the time with empty dispensers has decreased by over 60 percent.

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Visitor service team members Linda Dolman and Jenny van Iersel now keep track of exactly how many people have visited the washrooms and what refills are needed on a tablet they keep in the reception. “With Tork EasyCube we stay ahead of problems. Before we had to check every dispenser, now we can see exactly what is needed, and we’re getting fewer complaints, which saves us a lot of time. It’s much more efficient,” says Linda Dolman, Assistant Team Leader.

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Arjan Eikelboom is responsible for the service team in Apenheul’s restaurants, and has noticed a shift in the attitude of his team members, who are mostly young people working during holidays.
“The holiday workers think the app is fun. Some of them are even checking it when it’s not their cleaning shift, changing the toilet paper if they see it has run out. They’ve never showed this kind of initiative before,” Eikelboom says. 

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Operations Manager Erwin Cheizoo and his teams are shifting from static schedules to need-based cleaning. Their ambition has always been to take the perspective of the customer in everything they do. Thanks to Tork EasyCube, that is now true for the washrooms as well.

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“I was surprised that Tork EasyCube could change the way we think. Now that we are used to the system we can keep one step ahead. If you love your customers you have to try this system – it will make you think like them.”

I was surprised that Tork EasyCube could change the way we think. Now that we are used to the system we can keep one step ahead. If you love your customers you have to try this system – it will make you think like them.

Erwin Cheizoo

Operations Manager