Responding to Maintenance Calls

VisionFM's Call Center allows operators to retrieve a caller's information, identify the problem, provide advice and if required, 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 or a trouble ticket form used by call center operators.

The work request form automatically displays the user's 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 caller's name and instantly the employee's location, furniture, equipment and call history is displayed. Based on the user's 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.

Features

• Maintenance manager can predefine a typical problem and resolution list.
• Maintenance manager can predefine a typical response to a work request including trades, expected completion time, parts and cost.
• Call center operators can enter an employee name and view contact information and employee call history.
• Operators can select an employee's location and display all assets assigned to that space including telecom jacks, computer equipment, furniture, etc.
• Operator can record a trouble ticket or issue a maintenance request.
• With VisionFM's optional Web Server, employees can look up the status of their work requests on-line.

Benefits

• No more lost or forgotten calls.
• Using pull-down lists of typical maintenance issues created by the maintenance manager, the operator will be able to properly classify each call.
• Reduced work requests because the operator has the information they need to provide front-line support in resolving the issue.
• The maintenance manager can analyze call information to look for trends.