The Challenge:
Delivering a wide range of services at the highest quality and standard, with the flexibility to adapt as needed and remain cost-effective for our customers. The key challenges include:
- Meeting Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
- Ensuring compliance with safety and building regulations
- Managing diverse services efficiently
- Providing transparent reporting and financial compliance
The Solution
Our solution centres around our Helpdesk function, which, uses a state-of-the-art Computer-Aided Facilities Management (CAFM) system. This centralised system provides our team with the ability to manage the entire nationwide portfolio through a single point of contact. The Helpdesk manages both Planned and Reactive tasks, and the team answer service calls within specified service timelines, assigning unique task numbers via the CAFM system for comprehensive tracking.
A bespoke helpdesk methodology was created for contract mobilisation, which details response and rectification periods. All calls are logged within 15 minutes, ensuring transparency and adherence to SLAs. Our CAFM system serves as the primary Information Technology Platform, supporting the Helpdesk and facilitating overall TFM service delivery.
The Outcome
Our Helpdesk solution has led to tangible outcomes as a result of data analysis gathered from our CAFM system. New cleaning equipment, water-saving initiatives, and strategic planning of contractor works have been introduced which has led to significant cost savings.
The implementation of the Helpdesk function, continuous improvement initiatives, and strategic cost-saving measures have strengthened the partnership with our customers. The TFM services provided have not only met but exceeded expectations, demonstrating a commitment to excellence and adaptability in a dynamic environment.