The core Challenges
Large Facilities Management Company, our client, offers professional services to a largest retirement community in California, which features 12,736 homes and over 18,500 residents. It provides full-time staff of carpenters, plumbers, painters and gardeners, for maintenance and landscaping, allowing residents a relaxed and enjoyable stay.
The company’s existing system was a desktop-based work-order management system, which is integrated with Microsoft Dynamics AX, to track, assign and manage work orders. Fieldworkers receive manually prepared sheets describing the scope of work to be completed. Upon completion of every task, the sheet needs to be submitted to the helpdesk in order to close the assigned ticket and update the system. Usually, the resolution time to complete the service request ranges from 2 to 3 days.
Managing the work orders using their current desktop app was a drawback for the client. They were unable to establish real-time communication between the helpdesk and the field-force. Also, there was no visibility on workforce productivity, resulting in limitations while tracking and validating labor hours. Thereby, the client was looking for a solution that would streamline their work-order management process, enable real-time tracking of the service requests and increase productivity of field workers.