Responding to maintenance calls
VisionFM's Call Center allows operators to retrieve a caller's information, identify the problem, provide advice and if required to submit a maintenance request. There are two methods to providing this service; a self-service work request form that can be added to your facilities web site and a trouble ticket form used by call center operators.
The work request form automatically displays the users name and location. The user can pick from a list of typical maintenance issues (created by the maintenance manager) and submit the request. The user can also check on the status of their open work requests on the web, without having to call the maintenance department.
The Trouble Ticket form provides call center operators with a single screen for responding to maintenance issues. The operator can enter the callers name and instantly the employee's location, furniture, equipment and call history is displayed. Based on the users description of the problem the operator can select a maintenance issue, which displays a list of resolutions. The operator can work through the resolution list with the caller to try and resolve the problem over the phone. If unsuccessful the operator can issue a work request that includes all information collected during the call.
Along with a typical resolutions list the maintenance manager can also predefine the typical response to the work request including the trade(s) required, parts, hours and typical cost. This allows the maintenance manager to quickly respond to maintenance requests.
The result is an easy-to-use maintenance software that allows the maintenance manager to build his/her experience into the system.
