Service Center

Provide a Planning and Coordination Center

All companies providing facility service to distributed portfolios have some form of call receipt, vendor management, dispatch processes, and capability. But, none today can fully realize the service improvement capability and cost management potential of a pro-active, fully integrated, collaborative, “Operations Control” process.

We know that the market requires commitments to drive down costs year over year. We understand that the key driver in winning new business includes an ability to provide this year over year savings. This operations center approach will specifically organize our people, process, and technology to successfully provide this.

It is not always easy for FM companies to meet these new customer expectations given the typical isolation of traditional call centers from other functions across the company. Doing so with agility, operational efficiency and an emphasis on value creation is even harder. This has to change in order for FM providers to effectively market to their clients. This is especially challenging in a distributed portfolio.

Today, your customers expect you to support their requests and needs using any device on any channel, at any time. Their journeys often touch several departments within your business – from Marketing and Sales to Billing and Support – and at every point they expect you to know who they are, understand their prior interactions and enable seamless service to all of their facilities at any time.

By having a centralized facility Operations center, You will be able to leverage this support across all business units and accounts big and small. By simply moving key services and support to the operations center, you will quickly realize labor and costs efficiencies. To effectively provide the broad range of facility maintenance and support services to clients with multiple, distributed facilities, our operations center is responsible for planning, coordinating, and monitoring execution of facility services from start to finish.

The strength of our approach comes from a relentless focus on performance management and coordination of work activities. Our planning and scheduling team ensures tactical execution of your maintenance playbook, subcontract management, cleaning, landscaping, and all other services by planning work execution from annual work plan down to a daily basis, then analyzing how effectively the daily and weekly schedules are executed against a defined set of Key Performance Indicators (KPIs) established around your business drivers. This ensures all tactical activities are executed based on customer business needs in a timely manner. 

This capability is enabled through the use and integration of technologies that support FM service delivery models. Our approach includes the integration of the following existing software:

Sweven by ECOBPM Business Process Management

This is an existing cloud-based technology used to manage vendors and son-site technicians in the field. It will be aligned to your specific contracting and operational requirements.

Computerized Maintenance Management System (CMMS)

Sweven by ECOBPM is also an existing cloud-based enabled technology that is the foundation of the Maintenance Program. It will be aligned to your maintenance standards and updated as we advance our maintenance platforms and programs.

These systems provide the enabling backbone of the operations center, allowing the specialists at the center to be responsible for maintaining the technical goals of the company and your client, as well as scale up as needed to support any future potential needs

Subcontractors / Vendors / Contracting

Subcontractors, vendors or service providers would be contracted directly to the FM provider. We would work with your contracting personnel to insure our on-boarding activities comply with your standards, as well as allow your current providers to seamlessly be integrated into the operations center’s programs.

We are prepared to put any vendor or scope through the platform.

Implementation Timeline

We will be able to standup this organization and be functional in 30 to 60 days. This includes site selection, build-out, technology deployment, hiring staff, onboarding initial vendors, and being ready to take the first call. The goal of this initial standup of services is twofold:

1.- To provide a seamless, low risk, accelerated startup that ensures continuity of operations and does not disrupt services.

2.-To enable you to reach a Steady State of performance as quickly as possible while continually meeting the needs of the customer.

WHY AN OPERATIONS CONTROL CENTER?

» Integrated service delivery platform and organization that is both scalable and effective

» Turnkey processes for planning and balancing schedule, operational requirements, and resource requirements

» A balanced approach to integrating technology and service

» Real-time management of internal and vendor services

» All companies have some form of daily operations management process

» No daily schedule operates as planned

» Brings together experienced scheduling, operational, maintenance, customer service, and revenue control people

» Works together with your staff to innovate processes organically


» Continuous design and improvement of tools to
enable next generation innovation

CENTER’S PRIMARY MISSION

» Provide financial benefit and return to the FM provider

» Host and administrate CMMS and all associated technologies

» Recruit and manage vendors

» Balance maintenance and operational needs


» Planning for upcoming events


» Pro-actively manage impact of unplanned changes to schedule


» Ensure Quality vendor provided service


» Coordinated operational decisions


» Monitor, Anticipate, Manage and Minimize the impact of facility issues on performance, service, and cost


» Problem-solving cultue

INCREASED EMPHASIS ON

» Cost control

» Revenue Retention

» Customer impact

Planning and coordination center

How well each day is managed determines overall
operational, service, and financial performance of the account

Our center is virtual. This graphic is structured to help visualize the activities performed by our team.
Our center performs four main functions for our clients 
 1. Planning and Scheduling,
2. VendorNetwork Management,
3. Trouble Call Receipt and Coordination, and
4. Work Verification and Invoicing

Planning and Scheduling

Our planning and scheduling team assists our customers in the development of annual planned maintenance and work plans centered around their clients’ requirements for facility-related activities such as building maintenance, plant operations, equipment maintenance, calibrations, cleaning, transportation, grounds maintenance, etc. We then program these annual work plans into the Sweven by ECOBPM system. This system is used to integrate, track, and coordinate all work performed for the account. On a daily and weekly basis, our schedulers plan and schedule all corrective maintenance, outine inspections, preventive maintenance, and predictive maintenance activities using daily and weekly work schedules specifically for the site-based facilities teams and service providers.

We then monitor performance of the work as the daily schedules are executed against a defined set of Key Performance Indicators (KPIs) established around your business drivers. This ensures all facilities requirements are executed based on customer business needs in a timely manner. Further, when work schedules are disrupted, such as by inclement weather, our personnel initiate and oversee schedule recovery actions to get operations back on track as quickly as possible. Our planners also analyze history obtained from the work order system to identify and correct negative trends that could lead to malfunctions and failures.

Vendor Network Management

Our center’s vendor management personnel Identify, negotiate, and on-board third-party providers for service delivery at client locations around the country. The vendor network is managed and stored within the Sweven by ECOBPM system. Here, our personnel work with our clients to determine the best third-party vendor strategy to support your clients. This includes continuously reviewing the vendor network to find areas of light or no coverage for a given trade, negotiating with vendors, and identifying primary vendors to best serve specific locations and trades. These individuals also identify cost reduction opportunities and take action to create greater efficiencies, economies of scale or ensure better quality resources are provided to the account.

Trouble Call Receipt and Coordination.

This function is much like a traditional call center service, where clients can make contact with us and request facility service to correct a problem or ask for services. Clients can reach out and request service through multiple communications channels, such as text messaging, email, social media, and the good, old fashioned telephone. Our customer service personnel work with requesters to coordinate an appropriate response to their issue, integrated trouble calls into the overall work schedules each day, and ensure work is completed timely and requesters are kept apprised on their issues. In addition, we have personnel who can act as project manager on facilities-related project work performed by either in-house personnel and/or contractors.

Work Verification and Invoicing

Finally, when work is completed by third-party providers, our followup personnel verify work completion, client satisfaction, and ensure each work order is properly invoiced by the service provider. We use Sweven by ECOBPM to properly record and store rate information, work order completion notes, and vendor invoice labor and material counts are correct on all work orders, material requests, and ARs. We ensure each invoice is proper and is ready to be paid by our client.

Technology Platform

The Sweven by ECOBPM technology platform powers the center’s capability and informs account management with
real-time and historical reporting across all services and scope, as well as actionable analytics to drive process change, elevate business efficiencies and with customer satisfaction ratings. This programming team ensures the technology platform performs to the needed requirements

Customer Support

We use the continuously updated history to assist clients in forecasting and projecting manpower and equipment requirements to support various proposals and production rates. We work closely with the facility management and engineering groups to preparing cost estimates, scopes of
work, and appropriation requests for rearrangements or equipment installations and building repairs