Facilities Management - ClickSoftware

Facilities Management

Field Service Solutions for Facilities Management

Increase operational awareness across your organization to reduce backlog, increase customer and employee satisfaction while reducing costs.

Getting more done with less is the mantra for all facilities management organizations. Without the right tools, battling against costs, aging assets, and escalating customer expectations is an uphill battle. The legacy tools and approaches allow reduced backlogs and increased customer expectations to be addressed through adding personnel or increasing workloads.

This is in direct contradiction to an overriding need to reduce costs. It requires dramatic increases in operating costs— an approach that is simply not sustainable. Increasing customer expectations add to the pressures on facility management for critical customer touch points used to gauge success. The unsung types of work (like routine maintenance), are often deferred to address more immediate needs.

This leads to increased backlog and risk. The routine maintenance work is continually pushed out in lieu of the more immediate dramas. For instance, there is the need to quickly address those intense periods for many facilities management operations (e.g. move in/outs). It is essential to contribute to the overall burden on operations and enforce safety procedures for your personnel and end customers. Combined, these factors contribute to present an apparent conundrum. Addressing these issues requires increasing personnel, administration efforts, and thus a dramatic and unacceptable increase in operating costs.

Provide the tools your personnel need to succeed

Making the best use of all available resources requires acceptance from the people involved. Managers, supervisors, and field service professionals have to see and receive direct benefit. The tried and true approach is to provide the tools needed to ease each user’s job and allow them to be more effective in what they do.

No one likes paperwork. And double entry into a system is a poor use of anyone’s time. Managers, supervisors, service professionals, and contractors all benefit from a streamlined solution that exposes and collects details relevant to their individual needs. This all without having to fill out a piece of paper.

ClickSoftware’s inherently connected solution allows work to flow from CRM, EAM, ERP and Legacy systems for scheduling and dispatch to smartphones, tablets, and laptops. All necessary details are distributed for users to be effective and efficient.

Supervisors have access to assign tasks to their reports, monitor their progress, and receive alerts on critical issues while in the office or remote. Past activity can be compared with future needs to incorporate changes and continually improve.

Field personnel get an exact picture of what they need to get done, along with clear instructions to answer all the necessary questions (where, when, with what parts/tools, for whom, and how). Safety procedures can be provided and mandated as part of the job process to help ensure compliance and reduce HSE issues.

Likewise, Standard Work Instructions (SWIs) can accompany a relevant task or job details. This might mean escalation processes to get a supervisor’s signature when needed before proceeding. What tools, parts and notifications are required to support the job are clearly defined. This lets the service professional focus on getting the work done and spend less time preparing and doing the administrative work to close out a job.

Being part of an organization that uses the latest technology delivers pride of what one does and who one works for. With the increased precision and availability of job details, managers not only have a clear and readily available view across the entire operation, but the tools to adapt, adjust and expand when and where needed.

With dashboard reports pointing out precise gaps, a manager can shift their resource assignments and adjust the business policies to better impact the desired targets. With the ability to constantly collect and compare planned versus actual, and features specifically designed to expose where and how to make improvements, managers can quickly uncover areas to improve and institute changes through the tools provided. The result is a solution that expands to cover emergent needs, while adapting to where, when and how needed to conform to the specific operational needs of each part of the facilities management operation.

ClickSoftware solutions have been refined to transform your operation from merely reacting to incoming tasks to one that optimizes the use of every individual resource with an absolute awareness of all work. The tools leverage this complete awareness to ensure the backlog of maintenance activity is properly balanced with the emergent work and customer requests. This all to make the most effective use of all resources at all times.

Users are delivered tools that engage and help them complete their work more effectively. Thus, reducing paperwork, increasing consistency and easing their efforts as they get more impactful work done sooner. The toolset broadens the touchpoints with end customers. This increases the number, variet,y and opportunity for interaction, while reducing the administrative efforts needed to provide exceptional service.

All ClickSoftware tools are specifically designed to quickly and easily adapt to an inevitable change in operational need. The result is a flexible mobile workforce management solution that ensures more can be done in less time and cost.

Modernize to engage customers, reduce backlog, and increase efficiency while still reducing costs

ClickSoftware solves this conundrum with its well-renowned and innovative mobile workforce management technology. We provide complete visibility and access to all field personnel, assets, tools, and customer commitments within a single view of what’s happening across all facilities management operations.

This added visibility, enhanced by ClickSoftware’s integration capabilities, delivers a seamless process of taking in, assigning, dispatching, and closing out work. Details flow across the operation with minimal effort, to ensure access and collection of asset and customer details. Thus, work is completed more efficiently. This adds to the information bank for automatic access during future efforts related to that asset, customer, work type, or any other relevant criteria.

This heightened operational and contextual awareness is also used to dynamically prioritize every activity. As inevitable changes occur, the schedule is constantly updated consistent to the defined operational policies. It always adjusts to optimally allocate resources based on the desired priorities.

This absolute awareness also delivers immediate access to the right resource, with the right tools, at the right time, in the right location, with the right parts. As customers request service, or emergent needs arise, ClickSoftware considers all outstanding work items and every operational employee or contractor to firmly commit an appointment. Included is the ability to intelligently route personnel and bundle tasks. This makes the most efficient use of every resource as they move from job to job.

Features are also included to deliver a customer-centric approach to service. This includes automated notifications (based on the customer’s preferred method and timing of communicating) and trigger notifications (to keep customers aware of job disposition).

This feature-rich facility includes the ability to send a link to confirm appointments, rebook, and narrow arrival time of the service professional. It can deliver a picture and relevant details of the intended service professional. This way the customer and supervisors can see the service professional on a map. This helps confirm more precisely who is coming, for what, and when they will arrive.

This transparency comforts customers and managers, and supports safety concerns for the employee and customer. As customers self-schedule and manage their own needs, administrative efforts are greatly reduced. The result of this increased awareness and intelligent automation increases resource utilization, customer satisfaction, and adherence to business policy.

Simply put, getting more done, quicker and better with less.

Field Service Edge Solutions

Differentiate customer experience by automating mobile workforce management.

View demo   View video