Does your day feel like a race against time?
"Lamp broken in room 2223"; "Door at parking entrance grinds"; "No toilet paper in the toilets in Building Z – 3rd floor"... Staying on top of incidents like these can be very challenging. The complexity increases if your company is above a certain size (number of employees; number of locations).
For a Facility Manager the typical symptoms of this complexity are:
Last In; First Out. "OK. I've got these two Post-Its, the email that arrived yesterday, the phone call I just took and the stuff Olive mentioned to me in the corridor. Where do I start?"
No real overview. "The issue is fixed now. I can't remember who the five employees are who reported the issue so I can't let them know the job is done [sigh]."
No statistics. "I have a feeling that my supplier is taking longer to sort out issues than his contract allows but I just can't prove it. It would be great to have the data to prove that point beyond doubt."
Every contractor has their own way of measuring performance (that's if they measure it). "I need to be in control and to have one system for all incidents. If I change supplier I don't want to change system and I want to keep the data and the KPIs."
Employees have no idea how tricky it is for you to manage incidents. They just call you, e-mail you, leave a note on your desk or stop you on the corridor to let you know what the issue is. Then they expect you to fix it. Fast. And they want to hear back from you when it's done or when work is underway.
They can get easily frustrated by their relative blindness on the progress of their request. "Mmmh, this lamp is still not fixed. Is someone working on getting it fixed? I've no idea. Maybe I'll just send them a new e-mail and find out what's going on?"
If any of this sounds familiar to you then the Proxyclick Service Desk offering might well be the perfect solution for your company.
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A simple tool to help you treat your employees like your customers
Proxyclick's Service Desk solution is a web application through which facility-related incidents are reported by employees, reviewed and assigned by facility managers and accessed by relevant external parties (such as contractors).
The advantages vs. a "mail + phone + post-it + corridor request way of working" are:
Single source of information
All incidents are now entered and managed in a single system. Advantages: information needs to be entered only once. All information can be visible to all parties.
Comprehensive & flexible overview
As a facility manager you have a full overview of all incidents within your company. And you can filter them in any way you want.
Exception management
You can now easily identify the most critical incidents which are not necessarily the most recent. Just create rules to notify you via e-mail when specific events occur. Example: "e-mail me when incidents of category X assigned to Y have not changed status for more than Z days". If a incident needs your attention, it will get it.
Faster communication
Information is entered via a simple form. This is much faster than writing an email (no need to start with "Dear blabla, How are you") and it guarantees that you get the information you need. Also, enriching and forwarding incidents happens by clicking a button. And no need to remember who the recipient should be. They're automatically linked to the ticket.
Real participation of employees in facility processes
With Proxyclick, employees use the system for various good reasons. Here's three of them: 1), Service Desk gives them more reliable and up to date information about the status of their incident. At any time employees can check the status (i.e. reviewed by facility manager, assigned, closed). 2) it's faster (see "faster communication" above). 3), they're used to Proxyclick, especially if they use it for other everyday processes (e.g. ordering their lunch).
Simplicity and independence
You need to master just one application. You don't need to learn every individual system that your suppliers propose to use. As Proxyclick is independent of suppliers you keep your data if you decide to switch suppliers.
Statistics
You can export all the data you want when you want. And you can gain insights into your operations and your suppliers.
