Facility Management Support

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Facility Management Support

*Facility Management Support* Every high level call needs priority, and to be handled in a timely and correct way especially when calling out support after hours. Our staff are trained to decide what is the appropriate level of priority, who are the most suitable contacts, the client preferred method of communication (Transfer Call, Phone, Pager, SMS, or E-mail) to single or multiple contacts and when to escalate to other nominated personnel.
Making it work A building or physical facility does not take into account time of day or who it affects when it suffers problems or issues. Many of the problems require a specific person or skill to rectify whilst others can only be dealt with by facility managers. Sometimes the issues are emergencies that need to be handled in a timely and correct way, whilst others are more about notification for later action. Building owners can also face stiff penalties for having unsafe premises based on the time delay to rectify the fault; telephone escalation support can be a fast and cost effective solution for these situations. Our staff are trained to appropriately question callers and decide the correct course of action and the appropriate method of communicating to the call-out staff (Conference call, phone, pager, SMS, or e-mail), provide job reference numbers that tie into your reporting and escalate the issue where the appropriate actions are not completed. How it works After signup, we work with you to develop procedures; We establish facility and call list, defining support capacities; We conference call you into a staff training session, overview and Q & A; Where access to corporate systems is required we work with you to train staff; We can answer your incoming calls 24/7 and handle as per procedure even if you mostly take the calls; You get a record of every call. Multi-story Facilities Our staff understand general issues associated with multistory facilities both commercial and residential and issues that require immediate attention from trades people, those that are owners/tenants responsibilities and those that require the Facility Managers representative's involvement and only when that involvement is required. However we work with the building management to define the support process in detail to ensure that the highest level of customer support is provided to the building users. Complex facilities Military bases, retirement villages, shopping centres, airports, mining sites, factories, building and road sites, major event sites are among the many facilities that we provide special support. We work closely with those that manage the support process for these facilities to back up the normal processes when the facilities are not fully staffed. Advantages Knowing ALL the support calls received and what they were, being able to charge more accurately, not paying for phantom calls, controlling call-out costs, minimizing disruption to staff outside working hours and ensuring support occurs in a timely manner. What you need to do to sign up Think through what you need and what you can save, document FAQ and staff/problem lists and talk with our sales staff about the options. Based on your requirements, we can quote on your service and come up with an efficient response plan. The next steps would then be to lodge your online application and confirm the account so that our Customer Service staff can set up your support service.