Service Request Administration Finest Practices for 2021

Staff take it without any consideration that the tools they want can be obtainable and dealing correctly once they want it. However with out environment friendly service request administration, it is simple to fall behind and accumulate a backlog of repairs. 

Staying on prime of service requests isn’t solely vital for productiveness. It is also important for the well being and security of your workforce at a time when expectations for cleanliness have by no means been larger.

This is an outline of what an excellent service request course of seems like and 5 steps you’ll be able to take to enhance yours. 

Service request administration fundamentals

Good service request administration comes down to a couple basic items: 

  • Giving staff a simple approach to submit work orders
  • Delegating duties effectively to your crew
  • Offering visibility to staff on the standing of service requests
  • Automating handbook duties and preventive upkeep 
  • Protecting a report of accomplished upkeep duties 
  • Frequently reviewing your commonest requests so you’ll be able to handle issues earlier than they happen

As an example, an worker who reserves a convention room needs to comprehend it has been correctly sanitized earlier than their assembly. They want to have the ability to request cleansing providers and know they’ll anticipate a response inside an affordable time-frame.  

How you can enhance your service request course of

Your services crew ought to begin by evaluating your present  work order course of and figuring out any gaps or areas the place there’s room for enchancment. As an example:

  • How do you assign service requests? 
  • Which members of your workforce are approved to submit a request? Is administration approval required?
  • As soon as a piece order is generated, does the requestor obtain updates on progress and completion? In that case, how is that this data processed?
  • Do you have got a system in place to find out when tools must be serviced once more?
  • How usually are service tickets generated? 
  • Does your group have a preventative upkeep plan in place? 
  • What system, if any, have you ever carried out to measure your crew’s efficiency? 

An optimized service request course of would not occur in a single day. It stems from a deep understanding of the components that have an effect on your corporation, together with the group’s measurement, the relationships between service technicians and workforce, and the core nature of your corporation.

Comply with these 5 steps to enhance yours. 

1. Implement facility upkeep software program

With out facility upkeep software program, it is not possible to trace and handle service requests. In different phrases, you don’t have any service request course of — only a pile of paper or emails. 

The suitable software program will make it simple for workers to submit each service requests and IT assist tickets utilizing a cell app. You may arrange a workflow to assign the request to the correct particular person, whether or not they’re on the services administration or IT crew. The technician can see the situation of the request inside your ground plan so they do not should surprise which one of many 50 printers in your constructing wants a brand new cartridge.

They’ll get directions on the way to repair it proper inside your facility upkeep app.

And when you use asset administration software program, they’ll see when the final restore passed off, when the guarantee expires, and the way a lot your organization has spent repairing that exact piece of kit up to now. Relying on the kind of asset and the way a lot it is costing you, it’d make extra sense to switch it moderately than proceed to restore one thing that often breaks down. 

In the meantime, staff can simply see the standing of their request. 

2. Customise your service request administration system

Implementing the correct software program for service request administration is half the battle.  The opposite half requires evaluating your present processes and customizing your expertise to assist them.

As an example, you’ll be able to arrange your software program so it pre-populates particulars and assigns requested duties, primarily based on the character of the work order. If prior approval is required for service tickets, have a built-in function arrange that assigns a piece order instantly when an emergency or security request is submitted. Restrict choices to not more than 15 classes or teams with not more than 4 to 6  objects/request sorts to select from per group. By working the main points beforehand, you’ll be able to cut back downtime and save your staff the difficulty of getting to scroll via a whole bunch of choices.

3. Automate duties the place doable

Many service requests are predictable. You already know your crew might want to carry out sure duties when new staff begin, once you’re relocating a division to a different ground, or when the altering seasons affect sure constructing techniques. That is the place automation could make your crew extra environment friendly. 

As an example, you should utilize sensor integrations to set off service requests after an worker has used a desk or a convention room. 

Sensors may warn you when restroom provides are operating low so you do not have to attend for somebody to inform your crew you are out of cleaning soap and bathroom paper.  

And you may arrange commonplace duties to assign to your crew as you are planning an workplace transfer so you do not neglect to handle one thing.  

4. Schedule preventive upkeep duties

Frequently scheduled preventive upkeep helps alleviate reactive conditions, which may price your organization wherever from two to 5 occasions extra than deliberate work.

It reduces tools downtime, which may price as a lot as $260,000 per hour, in response to the Aberdeen Group. These are simply the direct prices. Ready days to restore an vital piece of kit additionally leads to misplaced productiveness, strained buyer relationships, and poor morale at your group.

Facility upkeep software program makes it simple to handle preventive upkeep. You may schedule PM duties at sure time or utilization intervals, primarily based on the producer’s suggestions. 

This may streamline your service request administration and make it easier to decide its effectiveness over time. Cautious information evaluation generally reveals that it’s less expensive to function tools till it breaks down, getting ready for corrective motion or substitute, as soon as breakdown happens. The one variable that is still the identical for companies spanning each measurement and scope, is that those that ignore the benefits and profitability of a stable preventive upkeep plan will miss out on discovering their true revenue potential.

5. Use facility upkeep KPIs to optimize service request administration

Some of the highly effective instruments constructed into your FM software program is metrics and reporting. That is your alternative to be taught from previous triumphs and downfalls, to take predictive measures, and to speak this information throughout your group. You could have management over what experiences are generated, how usually they’re generated, and who positive factors entry to this data.

Earlier than you arrange facility upkeep dashboards, take into account: 

  • Who can be operating experiences or viewing dashboards, and who will be capable to view them?
  • What forms of reporting add probably the most worth to your crew?
  • What degree of element do you need to see when reporting on service request exercise?
  • What key efficiency indicators (KPIs) will you utilize to measure the efficiency and well being of your service request course of?

Our purchasers have discovered success by together with these widespread experiences:

  • Variety of requests submitted by location, class, and precedence
  • Variety of requests submitted by precedence and affected unit
  • Proportion of requests accomplished on time
  • Variety of requests re-assigned to a brand new technician, and why?
  • Abstract of accomplished requests, together with request kind, requestor, operator, decision, and price
  • Requests closed with out completion and why
  • Variety of open requests and common age
  • Variety of requests with errors in categorization, task, and prioritization

Lengthy-term success is measured by our potential to be taught from each triumphs and failures. Entry to correct, dependable, and well timed data is essential for the administration of your group, and the work order course of isn’t any completely different. 

Taking the time to evaluation the commonest service requests can present perception that additional improves your effectivity. In the event you understand a major share of service requests look like seasonal, you’ll be able to schedule sure duties to align with the altering of the seasons. 

Or when you see {that a} sure technician is persistently falling behind on work orders, she or he would possibly want extra coaching. 

Take step one to smarter service requests 

With systematic coordination of your organization’s instruments, assets, and knowledge, your services crew can enhance service request administration and maximize productiveness.

iOFFICE + SpaceIQ supply service request software program that makes it simple to handle preventive upkeep and on-demand work orders.

Staff can ship requests via cell apps, and you may dispatch requests to the suitable upkeep or IT skilled in your crew. You may also present a centralized, self-service portal for the commonest service requests within the workplace, corresponding to a request to scrub or sanitize areas after staff use them. 

In case your group has heavy tools, corresponding to machines, warehouse property, or autos, your upkeep technicians can conduct on-site inspections, carry out preventive upkeep, and submit detailed work orders wherever. 

And you may observe vital upkeep KPIs with easy-to-use dashboards inside all these techniques.

Prepared for a better look? Request a demo right now. 

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