How to improve responsiveness and service delivery

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Understanding exactly what you’re delivering and how and when you’re delivering it sounds simple enough. Armed with this information, there’s no reason why you shouldn’t hit your contractual KPIs.

Of course, nothing is ever that simple, which is why the facilities management and support services industry is turning to technology to help meet contracted service levels and maintain the finest of margins.

This whitepaper looks at how modern technology can help your facilities management organisation maintain high-quality service delivery and hit its targets.


Helpdesk software that facilitates ‘closed-loop’ service delivery, ‘self-service options’ and mobile working has revolutionised the services industry and is helping facilities management organisations change the way they operate.


Helpdesk software, starts with one of two things central to its design; cost control or relationship management. If the stated objective is to control costs, many solutions will start with inventory and asset lists. If the stated goal is to win and retain new clients, these solutions will generally be a CRM system with task management built in.

CRM solutions such as Microsoft Dynamics CRM provide you with customisable dashboards and reports that present you with an excellent base for tracking service delivery and relationships.


Careful thought should be given to the potential start-up complexity of any chosen solution. With the ever decreasing term of contract, your helpdesk should be designed for rapid mobilisation and ease of use – if it’s too complex, takes more than a few weeks to set up, and potentially won’t save you time or money, it would be worth reconsidering your choices.

You will likely need an auditing solution to help you police the output of contract delivery. This can either be a separate part of, or be integrated into, the helpdesk software.

If you have integrated auditing capabilities, your software can be configured so that faults generated from audits will be automatically logged as helpdesk tasks.

This functionality records faults and failures in accordance with SLAs and posts them straight to the helpdesk. The result is that failures then automatically generate a job for your response team to handle; closed loop service delivery.


Closed-loop performance management is about taking actions based on the results of performance monitoring as well as managing routine service activities. Feedback is then used to adjust the priority of service requests.

A closed-loop experience is an important consideration; it offers increased value on top of simply managing requests, beyond traditional logging, tracking and closing a task on completion, to helping you manage the overall relationship. It blends the results with updated plans and goals to drive business value.

Closed-loop service delivery is achieved through a combination of management processes and applications that support realtime access to operational and strategic data. This is linked with alerting technologies that enable other applications or users to monitor actions based on feedback.


Another major evolution in the delivery of facilities management delivery is, of course, the use of mobile technology. In response to the UK FM Software Survey 2016, which looked at how technology is affecting facilities management:

The previous year that figure was 45% - an increase of almost a third.

The responsive nature of mobile devices in providing a live link to the helpdesk from any location allows for faster, more efficient management of a task. This real-time information, in turn, allows for prompt and insightful strategic decision-making – keeping your organisation running efficiently and cost effectively.

The use of mobile technology also offers increased functionality such as the ability to scan a tag on an asset to read relevant information. Plus, engineers have the tools to upload the results of work directly onto the helpdesk system.


Another area of high growth according to the UK FM Software Survey 2016 is self-service. Increasingly, facilities management companies are allowing building users such as contractors and engineers to log jobs, book rooms and request services from mobile devices.

  • 66% use self-service tools*
  • 80% experienced improved reporting as a result*
  • 76% benefitted from increased auditability*

This increased use of self-service technology has helped streamline services and reduce costs as these tasks are now automatically handled.


What all these new technologies bring is increased awareness and the ability to respond faster.

If a service starts to fall below expectations – whether that’s your own internal standards or contracted SLAs – your software can be configured to monitor and alert you.

This gives you maximum opportunity to correct any problems before they become an issue for you or your client.

A valuable overview is still achieved through dashboards and reporting, enabling you to review your performance in detail and ensure each function within your operation is performing effectively.


In conjunction with this improved awareness, you need software that can be set with parameters that will alert you when a fault or failure is found as part of an audit.

Software that’s been purpose build for FM can look up an SLA and automatically apply the relevant parameters – tasks will then be generated, appearing on users’ devices for resolution. External teams can automatically be allocated tasks by phone or email and you can track and trace the whole process through to conclusion.


It’s clear new technology is helping shape the future of the facilities management and support services industry. However, investing in a generic system will bring limited returns. To gain maximum value from your IT investment, you need to deploy software that has been developed specifically for the facilities management sector.

Purpose built for facilities management, Servicetrac from Innovise combines the concepts of service delivery and customer engagement in an effective and efficient management tool.

Unlike other solutions, Servicetrac was born from soft services and grew into the task management space. Now it provides a scalable solution for facilities management organisations, giving them access to Servicetrac’s helpdesk and the wider management of soft services contracts.

Intelligent, flexible and configurable, Servicetrac’s helpdesk offers an agile approach to service delivery, allowing for remote access from mobile devices. It ensures your whole organisation understands and delivers to your contracted agreements.

Learn more about Timegate & Servicetrac or find out more about Innovise Software.

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