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.
THE LATEST HELPDESK SOFTWARE
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.
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.
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.
SELF-SERVICE IN FACILITIES MANAGEMENT
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.