Target Persona: Retail operations manager, mall management team, or multi-outlet chain manager responsible for store maintenance, cleanliness, and facility upkeep across sites.
Your Scenario
You manage a shopping mall, retail chain, or group of outlets. You need to keep stores clean and maintained, handle tenant/staff complaints about facilities, track maintenance across multiple sites, and provide reports to stakeholders.
Step 1: Create Org
Select industry = retail. Set up your organisation details.
Step 2: Set Up Your Sites
For malls: Rename "HQ" to your mall name. Add floors/zones as needed. For retail chains: Each outlet/branch = one Site (e.g., "Outlet - Mid Valley", "Outlet - Sunway Pyramid").
Step 3: Map Your Spaces & Equipment
Mall: Common areas (Atrium, Food Court, Washrooms L1-L5, Car Park B1-B3, Loading Bay), Equipment (Escalators, Lifts, Central A/C, Fire Panel). Retail chain: Per outlet — Store Front, Stockroom, Staff Area, POS Counter, Signage, HVAC Unit.
Step 4: Retail-Specific Categories
Work categories: Store Cleaning, Visual Merchandising Setup, Fixture Maintenance, Restocking Area Prep, Signage Installation. Issue categories: Equipment Breakdown, Tenant Complaint, Customer Safety, Pest Issue, Utility Failure, Leaking/Flooding.
Step 5: Team Structure
Mall: Manager (Mall Ops), Supervisors (Floor Managers), Operators (Cleaning crew, Technicians). Chain: Manager (HQ), Supervisors (Store Managers per outlet), Operators (Staff). Assign each team to their specific site.
Step 6: Daily Operations
Cleaning crew sends photo after area cleaning. Store manager reports broken escalator via WhatsApp.
Step 7: Central Analytics and Reporting
Generate detailed reports per floor/zone for mall management meetings. Use the rich web dashboard to drill down into trends.
Optimise Your Usage
- ✅ Enable watermark for all photos — useful for contractor accountability (cleaning, pest control).
- ✅ Use QR codes at washrooms and high-traffic areas for cleaning verification (scan-before-clean).
- ✅ Inspection Templates for recurring tasks: Hourly Washroom Check, Daily Escalator Inspection, Weekly Fire Equipment Check.
- ✅ For chains: compare site performance in reports — see which outlets submit more updates and which have more issues.
- ✅ Use issue notifications so tenant complaints are flagged immediately to the right team.
- ✅ Stay Alert: Enable WhatsApp notifications for issues assigned to your team (Note: out-bound notifications consume Laksana credits).
- ✅ Automate Workflows: Set up auto-assignment rules based on categories, and configure SLA escalations to stay on top of issues (Advanced plan feature).