Facility management (also known as facilities management or FM) is a technical management specialist job that focuses on providing organizations with reliable and appropriate support services. The tools and resources that promote the accessibility, protection, and sustainability of buildings, premises, utilities, and real estate are referred to as facilities management.

People need to be in buildings that are clean, accommodating, and functional in order to deliver their best work and feel invested in their surroundings. Facilities administration is involved in everything that happens in and around the buildings and grounds. They should be able to work, play, study, and live in environments that are safe, productive, and long-lasting. The facility management industry must incorporate a strong customer/client relationship platform in order to provide a well-integrated facility management service operation.

The immediate one-on-one contact between a person making a transaction (client) and a representative of the business selling it is known as customer care service. Most retailers consider direct contact with customers to be an important factor in ensuring customer loyalty and facilitating return purchases.

Also now, where much of customer service is done by digital self-service systems, most companies consider the need to communicate with a human being to be important. It’s an essential part of servant leadership. Most businesses have employees who never see or greet the people who purchase their goods working behind the scenes. Customer support agents are the people that interact with customers directly. Buyers’ views of the brand and the product are influenced in part by their interactions with the company’s representative. As a result, many businesses strive to improve their customer loyalty and satisfaction ratings.

For decades, companies in a variety of sectors, including the facility management service sector, have attempted to minimize staffing costs by automating much of the operations. Many businesses have implemented applications online and over the internet to address as many questions or fix as many issues as they can without human intervention in customer care.

However, there are several customer service problems where human contact is needed, resulting in a competitive advantage. The majority of profitable companies understand the value of excellent customer service. A courteous and empathetic conversation with a professional customer service agent will be the difference between a customer being lost or retained.

What is the most effective method for gaining a customer? We would say that our time-bound resolution, frequent and reliable reports do the trick for us at our facility management firm, and this is our motto and guideword for when we provide our services. We are not bound or based on the facility management service industry’s competitiveness, but rather on having a strong business experience with our clients and customers through our client service cell network, which we have integrated into our integrated facility management services.

Our client service cell is set up in such a manner that all queries and grievances are responded to, and in the event that they are not responded to instantly or automatically within twenty-four hours (24 hours), the complaints or queries are automatically elevated or passed to the next appraisal stage.

As a result, the site team’s ability to keep track of time and reach deadlines is critical. This is the primary reason we can only hire professional staff who have been educated in time management and customer support. We provide a client support forum that will allow us to communicate with our clients on a daily basis, see things from our client’s point of view or perspective, and provide new product-related information and tips, all with the intention of improving our customers’ satisfaction.

Integrated Facility Management service provides this complaint management service as part of a full package for our customers, which includes not just complaint management but also any messages sent out and any issues or complaints that were not resolved at the site level, all of which can be brought to their attention for a quick assessment and resolution while still meeting up with time or deadlines.

The post CSC -We’re not Competitor-Centric, We’re Customer-Obsessed! first appeared on Facility Management Company.

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As new buildings sprout up in sec 107/108, it is important for the residential society to have a smoother way of life through great management of facilities.

Integrated facility management company is the right solution to realize cost efficiencies and optimize the use of IT not to mention offering security, assistance and efficient ways of managing communication and complaints with residents. While integrated facility management is not a new thing in facility management, new buildings would be seriously overlooking its benefits if they fail to embrace it. Not only have facilities offerings have changed but the society has changed as well and the two’s expectations, priorities and needs make it even more necessary to have an increasingly efficient and connected environment to co-exist. Integrated facility management fulfills the need for convenience, cost efficiencies and operational efficacy.

Operational preparedness helps in enhancing user experience which is the key in the residents’ well-being. Intelligent integrated facility management also fulfills the need for data and analytics in complementing service delivery.Therefore, for the upcoming projects in Sector 107/108 to attract residents and keep the residential society happy; they need to give them a positive user experience. Integrated facility management is critical in giving this. By managing operations, building functions, technological needs, communication and other building infrastructure, it improves the quality of building performance for the residents by ensuring smooth operation, predictive and proactive maintenance. Besides, it is unfathomablefor modern building to have numerous different systems for a particular task while also lacking interoperability. Consolidating these facility management efforts into ahighly efficient delivery model will solve this gap. Having varied contractors to keep the lights on, lawns mowed, maintenance done, essential services delivered and physical plant running is exhausting and inefficient. Having an integrated facility management service on the other hand, takes care of all this, reduces operational costs, streamlines service deliveryand improves outcomes and performance.

Since the integrated facility manager is the single point of contact in regards to all the residential facility managements issues, there is a more efficient monitoring and coordination of service delivery. There is better address of complaints, responsiveness of issues and greater accountability. This is because integrated facility management integrates place, process, technology and people in carrying out all facility management related functions. Usage of a client service cell improves integrated facility management services even further. For real estate such as the upcoming section 107/108 projects, here is how a client service cell as part of the integrated facility management can ensure the best functionality, operational efficiency and service delivery of the built environment:

Support Services

One of the most crucial services of an integrated facility management system is support. Residents need to get their views, suggestions and complaints across and this is where implementation of a client service cell is the key. This improves satisfaction as well as service experience which in turn enhance their living experience and wellbeing.

The client service cell will the lifeline of the society, by being the one stop solution for any residential living query. This enhances connectivity between management and clients and reduces the time taken to handle queries rather than having the clients repeatedly call or look for the management team and have their requests forgotten due to lack of an efficient tracking and management system.

Get to Know the Residents

A client service cell will help the management team get to know the customer, by improving their connectivity. It helps management empathize with the clients and make them available to the clients so that issues and queries raised are solved in an easier and quicker manner. This improves overall customer service therefore improving customer satisfaction.

The post Client Service Cell Changed the Way a Residential Society Operates in Sec 107 first appeared on Facility Management Company.

Digital transformation is projected to boost up by the end of 2023 with more than 53% spending of all Information and Communications Technology (ICT) investment as predicted by IDC. The preceding year i.e. 2019 alone recorded a spent of $1.25 trillion by global organisations. It embarked on enormous competitive advantages and efficiencies for Facility Management Companies.

The intervention of technology via apps and other end-to-end digital services has smoothened every function of Facility Management. Elaborately, processes are now simpler and more accurate with better efficacy, contrary to being costly, paper-based with high labour intensity.

Informed Facility Management companies have already started to turn field data into strategic intelligence to generate better business outcomes. They gained immediate real-time visibility across locations by deploying intelligent tools on manual workflows which were digitizing outdated and connecting granular data from the field with service validation platforms.

Here are five digitally enabled services and tools with the potential of end-to-end automation and reinventing Facility Management across global organisations.

• App-enabled Surveys

Third-party vendors can take up mobile app-enabled site audits like QA inspections, shift end reports, compliance, etc. Audits can be standardised by SLA criteria and building type to save labour hours. It acts as quality assurance and accountability of the vendors. These apps highlight areas which need more attention which helps to drive a corrective plan which may include trainings. Moreover, these reports can be used for self-assessment to ensure client satisfaction.

• Real-time Monitoring Tools

The promptness of issue detection and resolution aids FMs in preventing escalations. Mobile auditing apps facilitate standardisation in terms of quality and performance. This ensures quality assessment across millions of square feet of real estate. Prompt communication of building issues enables quick resolution. The issues may vary from thermostat malfunctioning to a cracked windowpane i.e. including the biggest and the smallest problems. These monitoring tools act as the eyes and ears of FMs for raising tickets and enhancing safety and efficiency real quick.

• Image Management

Reporting through images has gained immense importance via apps that enable to capture and communicate with pictures which are geo-stamped and contain the exact time of a specific day. For vendors, it helps in verification of a task or service that has been performed with its magnitude. The amount of on-site visibility such tools provides is salient when linked to analytics platforms. Apps also enable segmentation through their searchable and filterable features to speed up the entire process while eliminating subjectivity.

• Validation Apps

Score carding, calibrating and aggregating vendor performance is crucial in FM. Though self-reported scores may differ from the vendor as performance metrics and methods of assessments differ. To optimise a business, FM expectations need to stack up against actual performance across geographies. Here, vendor validation comes into play to refrain from guesswork and drive actual numbers. Score carding and benchmarking the service providers not only establishes accountability but also mitigates the risk of business operations. It ensures optimally maintained workplaces in terms of safety, hygiene, functions, compliance and enriched human experience, ultimately.

• Intelligent Analytics

Advanced business dashboards identify and illustrate trends, micro as well as macro across geographies. Building and operational data are collated into centralised platforms for the purpose of gaining insights and driving corrective plans. They help in identifying top-performing and underperforming segments and potentially pinpoint risks. These dashboards bear critical importance for better management of facilities and vendor service for asset-specific management. An ideal integrated platform captures granular data, facilitates real-time implementation through streamlined reporting with low or no-code innovation.

Facility Management is on a constant quest to improve the overall human experience through consistent field execution and becoming more proactive for maintaining properties. The job of getting everyone on the same page through a shared view of distinct portfolios is now providing brighter visibility for making informed decisions. Faster resolution of issues is a product of transparent flow of communication which reduces risk exposure, creates overall efficiency and improves profitability of the business in the long run.

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