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In this webinar Planon and Verdantix explain how facility management service providers can successfully meet their business objectives and customer expectations by using data and technology. 43:58 EnglishLearn more
Planon research offers service providers insights into how to demonstrate added value to their customers. Enhance your IT strategy to keep up with changing market needs.Learn more
Read this white paper to learn more about the crucial role of hyperautomation for FM service providers and discover how to implement a valuable hyperautomation strategy.Learn more
Service Level Agreements or SLAs are defined in every client agreement. The bigger the contract scope, the more complex these service agreements are, and the more difficult it will be to track and report on contract compliancy. In fact, Verdantix research finds that the inability of service providers to adequately provide proof of outsourced contract compliance is seen as a concern by 56% of service provider customers. As Service Level Agreements become more complicated, this concern will only increase. An SLA can contain multiple requirements and conditions that need to be considered in the service delivery process. Services can be delivered per customer, business entity, building, but also per (group of) asset(s), space(s), or a combination of these. The Service Level Agreement will set the agreed budgets, quantity, quality, time, and place of delivery, requesting process and any other rules of engagement, that have been required by the customer. In addition, measured customer satisfaction can be part of the SLA. A solution that can track these specific agreements pro-actively is an essential requirement to organise a professional service delivery process.
Organisations that manage facility service delivery in a commercial environment, use the contract with the customer as a base point to organise service delivery and create upsell. Within the customer lifecycle, one can distinguish between different main activities to ensure Service Level Agreements (SLAs) are met with the customer and are delivered satisfactorily.
Figure 2: FM Services Customer Lifecycle
The combination of customer-oriented SLAs, subcontractor contracts, and service provider self-delivery make professional facility service management a complex and diverse discipline. After acquiring the customer in the commercial phase, the next step is onboarding the new contract and the space, asset, and sensor data of the new client. In this stage it is important that the onboarding process doesn’t take too much time and is accurate. In parallel, recurring activities are planned, subcontractors are informed, and the registration of reactive jobs already starts. Balancing the activities throughout the year and finding the right resources can be a real puzzle. This onboarding stage can be a complex one involving the integration of various factors such as available resource capacity, regulatory requirements, risks, and contractual agreements.
The preparation phase is where the service provider takes care of all prerequisites for the actual execution of tasks, including the short-term planning of staff. Work instructions, work permits and other health and safety precautions, material, and equipment management must be in place. Basically, this is setting all the conditions to do the right things AND do them right, the first time. After this stage, the actual work can be assigned to a field worker. Here, it is important that the field worker has the right knowledge, skills and certificates, as well as availability, to perform the job.
Planning, execution, and monitoring of service delivery using professional tools with smart automations, ensures that services are delivered as agreed, and creates the opportunity to truly contribute to the business objectives of the customer. Pro-active monitoring of agreements and sense of urgency ensure the job is performed at the right time, with the right resources, and in the right location. During the execution process, it is important to keep administrative burden low, but accurate, with automatic tasks, time, and travel registration. Facilitate optimal communication with the workforce with mobility tools to support their job and monitor progress. Priorities can change, and with an excellent overview of the current situation in a graphical and geographical planning tool, acting on jeopardies becomes far easier. When the customer is satisfied and the job is completed, an automated process can calculate the revenue based on the contractual agreement with the customer, ensuring a swift and accurate invoicing process.
Real-time monitoring during the service execution process and evaluation phase, allows service and contract managers to identify potential (contractual) risks during delivery. Business Intelligence (BI) Dashboards provide immediate insight into service provider performance that may lead to incident escalations, service provider performance lapses, increased service costs, variable levels of customer satisfaction and extended request processing times. Access to these insights help service providers to implement continuous improvement processes for service delivery, contracting and customer focused innovation.
As a facility services provider, how, where, and when your workforce and that of your customers perform their work is changing. Hybrid working is becoming the standard. More and more office workers are working outside of traditional offices, for instance, from home, satellite offices, or flex working spaces. This has an impact on the availability and accessibility of facility services: people need easy access to relevant services and support information wherever and whenever they are working. Self-service portals allow clients to request services at any time and from anywhere in a very simple and efficient way. With these portals, customers can query the status of requests, the planned delivery, costs involved or review any additional information needed.
The key success factors for self-service portals are process standardisation, simplicity, and communication. Another useful solution for successful self-service management is mobile tenant engagement apps. These improve the customer’s facility experience by providing user-friendly access to services, entering a request, booking a meeting room, or logging an incident.
Successful implementation of a self-service process drastically reduces the number of calls to an operations command centre or a decentralised service desk. Although they will never replace the human interaction offered by a service desk, self-service apps and kiosks allow your helpdesk staff to focus more on providing expert support and the management of customer satisfaction levels. In addition, once self-service processes are standardised and made easily available, service providers can ensure immediate distribution of calls to the relevant tradespeople or external subcontractors without the need for manual interaction through the service desk, shortening the time from request to action.
Facility services management solutions unify all stakeholders such as customers, service consumers, service provider field workers, technicians, subcontractors, service desk employees, service provider back-office workers, and suppliers in one connected process. The digitalisation of the FM service provider’s end-to-end process in a single source of truth can help Service Providers to develop a Hyperautomation strategy, and enjoy benefits such as increased resource capacity, improved customer retention and operating margins.
A comprehensive Facility Services Management solution includes all the functionality needed to support the life cycle of a customer. These functions include: customer contract and service agreement management, consumer engagement, customer management and self-service, service management, mobile field worker support, resource planning, work registration and monitoring, subcontractor management, KPI evaluation, and revenue, cost and budget control.
All of these are supported through integrated best practices with preconfigured Hard, Soft, and Real Estate Service process support for services such as HVAC, M&E, plumbing, sanitisation and waste management, security, space and move management, landscaping, vending, reservations and visitor management, and other facility services.
This page shows how important a Facility Services Management Solution is to further professionalise the service delivery process, and distinguish a provider from the competition in the segment. Top ranked Facility Management Service Provider businesses have taken advantage of the innovative Planon Universe for Service Providers solution to achieve just that, accompanied by other benefits such as increased resource capacity, operating margins and first-time-right job execution and billing. The solution offers seamless integration with ERP, finance, HR and other systems used by your customers or subcontractors. Planon can evolve with your organisation over time to enable best-in-class service delivery performance.
Planon announced today that SPIE is one of the first German customers for Planon’s software solution specifically for commercial service providers.Learn more
Planon announced that the Dussmann Group has selected a global licence of Planon Universe for Service Providers.Learn more