Planon Accelerator™ is Planon’s best-practice solution which is based on 1,800 implementations worldwide and features pre-defined processes which allow you to benefit from Planon software immediately. It is the fastest and most cost efficient way to implement our standard and integrated business processes in Real Estate, Space and Workplace, Maintenance, Integrated Services and Sustainability Management. Read more about the benefits from Planon Accelerator™ >

Planon Integrated Services Management solution integrates numerous soft services in a web-based solution.

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.

A single-source-of-the-truth

Structure and maintain data, like
  • Contracts with your service providers, their costs and expiration dates
  • Service levels agreed upon with your customers, the corresponding budgets and actual costs
  • Workflows, tradespersons involved, approval settings and communication flows

The standardization and definition of your services offering is the starting point for professional and integrated services management. Registering your services catalogues, cost centers, 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 Accelerator™ contains preconfigured catalogues and templates to register your external suppliers, internal tradesmen, coordinators and all 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 them easy to share and easy to access for any colleague, customer or supplier involved.

Data in Planon Integrated Services Management solution >

The Planon Integrated Services Management solution allows you to define and maintain all your services offerings from multiple disciplines in one structured services catalogue. By using Service Level Agreements (SLA) the specific service delivery terms like costs, quality and delivery times can be defined and registered per customer. This solution ensures efficient processing and execution of services, also the setup of workflows, authorization procedures, response times, applicable coordinators, internal tradesmen and external providers. All catalogues and configurations are immediately taken into account when any customer requests any type of service. Standard import templates allow fast and secure upload of any type of data like catalogues or supplier data. In addition to many others, some key data fields in the Planon Integrated Services Management solution include:

Customer data, such as:
  • Customer type, department, cost center, contact person, location
  • Employees, contact details, service request authorizations
  • Planon Apps and Planon Self-Service authorizations to allow services access online
Catalogues and SLA data, such as:
  • Services classification, name, type, identification code, status, availability
  • SLA start-/end date, customer, cost center, costs per service, budget
  • Quantity, quality, delivery time and place, terms and conditions

Suppliers and contract data, such as:
  • Supplier name, type, status, contact details, vendor rating criteria
  • Contract start-/end date, scope, costs, payment mechanisms, terms and conditions
  • Time to start, time to complete, output specifications, quality requirements
Workflows and approval data, such as:
  • Start to end workflow configuration, full logging of status transitions during execution
  • Approval settings on service types, costs, locations, volumes or any combination
  • Dispatching and communication settings to requesters, coordinators, managers, internal tradesmen or external providers

Budget data, such as:
  • Budget category, type, applicable time period, actual status
  • Budget value, commitments, actual, remaining, history
  • Related services, activities, contracts, cost centers

Ready to use processes

Execute and control processes, like
  • In-time and in-quality delivery of customer requests and ordered services
  • Interdisciplinary processes and workflows that include multiple departments and suppliers
  • Outsourcing your services and tracking the quality and costs

The Planon Integrated Services Management solution streamlines and supports the planning, execution and monitoring of all services processes that are requested by your organization. By integrating multiple suppliers and disciplines like FM, IT, and HR into unified processes, customers gain a better service for less 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 from within 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 and efficient connection for both customers and tradesman, resulting in a full end-to-end solution for all stakeholders.

Processes in Planon Integrated Services Management solution >

The Planon Integrated Services Management solution supports processes that unify customers and all delivery stakeholders in one end-to-end and integrated solution. The unique combination of Smartphone Apps and Self-Service portal for service requests, the ready to use Planon Accelerator™ processes for real time monitoring, and mobile tools for operational execution, ensures full chain integration that results in a highly efficient processing. By integrating people and workplace centric services from multiple disciplines like FM, IT and HR in one single solution, you offer your customers a single point of contact for any service requests, incidents or questions. Preconfigured workflows ensure a seamless connection with applicable back offices and specialists. All processes are interconnected, use the same data, and are integrated with other Planon Accelerator™ solutions to maximize the benefits from having a truly Integrated Workplace Management System.

Integrated Service Desk:
  • Process any service requests, incidents or questions for any discipline from beginning to end, track the incoming call, through acceptance, assignment, execution, through the final closing
  • Enter new calls easily and quickly, avoid redundant registrations of incidents, use the built-in knowledge base for questions and prompt problem solving
  • Automate approvals, internal assignment or external dispatching of work by standardized workflows and proactively monitor service level agreements, costs and quality of execution
FM Service management and execution:
  • Execute catering, cleaning, waste diposal, security and workplace services request, register costs and time spent, stock control and delivery details
  • Support reservations of facilities, events, travel services, visitor registration, parking and hospitality services
  • Manage access authorizations, security plans, issued keys, locks and associated locations
IT Service management and execution:
  • ITIL based processes for Incident-, Problem-, Change-, Configuration-, and Release Management
  • Easy to use and maintain Knowledge Base to drive fast problem solving based on shared knowledge and experience
  • Integrated Configuration Management Database (CMDB) that supports all processes, networked assets and visualizations to track impacts, easy search functions for any CMDB component
Monitoring and control:
  • Proactively monitors the execution of any service request or incident according applicable service level, agreed timelines, costs, and quality
  • Built-in alerts that automatically pop up and inform you about upcoming or potential escalations, exceeding timeliness or budgets, or excessive backlogs of incidents
  • External notifications that send alerts to relevant email addresses, SMS messages to specific mobile numbers, or instant messages to preferred social media
Customer feedback and quality control:
  • Give requestors automated feedback per email or web based Planon Self-Service regarding the status of a request, the planned delivery, delays and actual costs
  • Support easy customer feedback on the perceived service, timing and quality when a request or incident is closed
  • Execute objective quality control surveys based on predefined Key Performance Indicators (KPIs) and easy to use mobile tools

Reporting and management information

View and analyze information, like
  • Back charge reports for delivered services to the corresponding cost centers
  • Performance analyses on Service Level Agreements, associated costs and budgets
  • Customer satisfaction reports, frequently requested services and most often reported incidents

Understanding the performance of your suppliers, the satisfaction level of customers, actual costs versus agreed budgets, upcoming expirations of contracts, the number of catering requests 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 many standard reports and an extensive and easy to use report generator to create your specific reports. For efficient monitoring and communication with customers and suppliers, Planon’s Integrated Services Management includes a wide range of web based dashboards that present real-time management information like SLA performances, SLA escalations, actual workloads, and costs versus budgets.

Reports in Planon Integrated Services Management solution >

The Planon Integrated Services Management solution includes a wide range of standardized and ready to use reports and analyses for all different users and stakeholders. The built-in report generator allows users even to design and compose their specific output and analyses, and save these for future use. The solution offers many different drilldown and search functions to report on delivered and planned services, operational performances, contracts, costs, budgets, suppliers, locations and many more. Web based dashboards complete this solution with real-time management information that allows managers and executives to analyze performances, recognize trends, and forecast capacities and budgets.

Standard reports, like:

  • Open requests per customer, closed incidents per month, registered calls per day, incidents per category, costs per month, costs versus budgets
  • Operational work execution reports, orders per supplier or department, impact analyses, work permits, completion analyses, stock reports, financial analyses, charge back reports
  • Report generator to create user defined reports including report design, data fields, calculations, selection criteria, grouping and various of settings
Monitoring reports:

  • Proactive alerts or notifications in case of any risk that service levels are not met or deadlines to complete exceed preset threshold values
  • Performance analyses and service reports delivery against agreed service contracts, financial impacts, bonus or penalty implications
  • Monitor change in customer demand over time, preferred services, customer satisfaction and feedback
Services Management dashboards:

  • Access web based management dashboards with your browser or on any connected mobile device to monitor actual performances
  • View Service Level Agreements (SLA) results per month, exceeding SLA’s, services work reported and in progress, workload per month, or work orders per services category
  • Drilldown in dashboards to analyze details, add your specific dashboards and allow access to any relevant stakeholders

Your benefits

  • Single data source that enables standardization and immediate cost reduction
  • Efficiency in service contracting and execution through continuous performance monitoring
  • Streamlined and integrated processes in one solution resulting in better and faster processing
  • Anytime and anyplace access to services and knowledge
  • Integrated services that increase productivity and that are aligned with your organization's goals

Your benefits

  • Catalogues and workflows drive standardization and integration of multidisciplinary processes
  • Single input, multiple uses: SLA’s and workflows immediately apply to any service request
  • Easily maintain your service catalogues and SLA based on customer feedback and demand
  • Lifecycle tracking on SLA’s and contracts to support historical analyses and future planning
  • Configurability of data and processes ensures a solution that follows your strategy

Your benefits

  • Reduced costs by increased efficiency in processing and delivery of services
  • One-stop-shopping for customers by integration of multiple disciplines
  • Anytime, anyplace, easy access to services that enable business productivity
  • Continuous monitoring that increases service quality and customer satisfaction
  • Full chain integration that supports flexibility in your sourcing strategy

Your benefits

  • Huge diversity of ready-to-use standard reports that facilitate all stakeholders
  • Identify cost savings by combined reporting of multiple disciplines
  • Full budget and cost control with real-time dashboards, proactive alerts, and reports
  • Output drives excellent service execution and SLA tracking
  • Compliant reporting and management information that supports strategic decision making

Why Planon software

  • Integrated by design with all other Planon Accelerator™ solutions
  • Supports integrated processes for both professional service providers and internal support organizations
  • Extensive monitoring on contractual agreements and SLA’s, quality control and customer surveys
  • Customer interaction based on the ‘Click-Call-Face’ concept with Planon Apps, Planon Self-Service and Service Desk support
  • Full chain integration with service providers that increases both sourcing flexibility and transparency

Why Planon software

  • Multiple services disciplines like FM, IT and HR combined in one integrated catalogue
  • Flexible SLA definitions to allow deviating terms and conditions per customer
  • Dynamic workflow configuration for approval, communication and execution
  • Extensive monitoring settings for external contracts and Public Private Partnerships (PPP)
  • Full logging and audit trail capacity of any change in data, configurations or SLA’s

Why Planon software

  • The Integrated Services Management solution is fully connected with other solutions in Planon Accelerator™ like Space & Workplace Management and Maintenance Management
  • Multiple disciplines are integrated in one solution and can easily be extended with additional disciplines, services and workflows
  • All stakeholders like customers, front office coordinators, back office managers, tradesmen, and external providers are interconnected in one single solution
  • Easy and configurable integration with SAP or other financial systems for invoicing processes
  • Very simple and intuitive to use Self-Service portal and Smartphone Apps for customers to enter service request, report incidents or query actual progress

Why Planon software

  • Very easy to access operational reporting and graphical management information
  • Enormous diversity and flexibility in composing exactly the reports and analyses you need
  • Deep dive into dashboards to analyze information in more detail
  • Date and period based reporting supports historical analyses, future planning reports, and output for certain periods of time
  • Reports are generated real-time from data and processes in the Planon Integrated Services Management solution