Integrated Services Management
The Planon Integrated Services Management solution supports you in creating operational excellence in delivering both people centric and workplace related support services including catering, cleaning, security, employee services, visitor services, problem and incident management, as well as any other services that are requested by your organisation’s workforce. By registering all services agreements and contracts for both the demand and supply in one central database, you can constantly monitor performance and improve the quality and efficiency of execution. The extensive support of workflows allows you to easily streamline and integrate services processes from multiple disciplines including FM Service Management, IT Service Management and HR Service Management within one integrated solution. By connecting both your customers and your suppliers to this solution, you achieve full chain integration. This ensures excellent control and transparency in service delivery and supports easy implementation of changes in your sourcing strategy.
Structure and maintain data, including:
- Contracts with your service providers, their costs and expiry dates
- Service levels with your customers, along with corresponding budgets and actuals
- Workflows, tradesmen involved, approval settings and communication flows
The standardisation and definition of your services offering is the starting point for professional and integrated services management. Registering your services catalogues, cost centres, budgets, service level agreements with your customers, and supply contracts with providers, allows you to support and monitor operational service delivery processes and associated costs and quality. In addition, Planon Universe contains preconfigured catalogues and templates to register your external suppliers, internal tradesmen, coordinators and their corresponding areas of responsibility. This allows automated processing and efficient communication with all stakeholders involved. An extensive knowledge base facilitates structured documentation of knowledge and knowhow, making experience easy to share and access for your colleagues, customers and supplier.
Ready to use processes
Execute and control processes, including:
- The timely delivery of customer requests and services
- Interdisciplinary processes and workflows that include multiple departments and suppliers
- Outsourcing of services and quality and cost tracking
The Planon Integrated Services Management solution streamlines and supports the planning, execution and monitoring of all services processes that are requested by your organisation. By integrating multiple suppliers and disciplines of FM, IT, and HR into unified processes, customers gain a better service at a lower cost. The standard integration of this solution with Planon’s Maintenance Management solution allows you to contract and monitor both building related hard services and people centric soft services in one solution. The solution contains preconfigured processes and workflows for many operational FM and HR services and a standard implementation of Information Technology Infrastructure Library (ITIL) for IT Service Management. Planon Apps, Planon Self-Service and Planon Mobile Field Services ensure an easy, efficient connection for both customers and tradesman with this solution, resulting in a full end-to-end solution for all stakeholders.
Reporting and management information
View and analyse information, including:
- Charge-back reports to the corresponding cost centres
- Performance analysis on Service Level Agreements, the associated costs and budgets
- Customer satisfaction reports, frequently requested services, most reported incidents
Understanding the performance of your suppliers, your customer satisfaction, actual costs versus agreed budgets, upcoming contract expirations , the number of catering request per department or the number of IT incidents per month: operational output and management information are both key to identify quality improvements and cost saving opportunities. The Planon Integrated Services Management solution includes an extensive and easy to use report generator to create specific reports. For efficient monitoring and communication with customers and suppliers, the solution includes a wide range of web based dashboards that present real-time management information including SLA performance, SLA escalations, actual workloads, and costs versus budgets.