Capture, track, manage and resolve facility issues across multiple stores.
Store requests for maintenance services are automatically captured and processed. Automated workflows, customized routing and approval processing ensure problems are routed to the correct location, prioritized, approved and promptly dispatched to an authorized contractor. Any number of factors including store location, type or issue or priority for example, can be used to define the handling of maintenance requests. Reduced response times result in minimal downtime and customer inconvenience at your stores.
How it works
Creating a Work Request – The Store Manager at the Manchester store goes to open in the morning and finds the front window cracked. He immediately logs onto the web based system and submits an emergency work request. This request could also have been made using a telephone (IVR).
Contractor Receives Work Order – A work order is automatically generated and dispatched to a preferred Contractor. The Contractor receives a notification, acknowledges the work order and enters time to repair estimates. The Contractor continues to update the status of the work order though job completion. These tasks could have been completed using a web browser, smart phone or telephone (IVR).
Facility Manager Tracks and Checks Status – Up to date job status can be obtained by the Facility or Store Manager using a web browser, smart phone or telephone (IVR) throughout the life cycle of the job.
Preventative and Scheduled Maintenance
Automating the service maintenance tasks that occur on a regular basis helps to assure the highest level of customer satisfaction and the highest level of equipment availability. A robust scheduling module is provided to help manage complex scheduled and preventive maintenance service contracts.
Preventive maintenance contracts for equipment, such as HVAC, fire equipment and inspections and safety checks are created and managed for all stores in one location. Recurring scheduled maintenance contracts such as janitorial, landscaping and pest control are also easily defined and managed. Contracts can be configured by many different options include by trade, contractor, start date, stop date, frequency and location. Signed service contracts can be attached to contract documents for easy online access.
Electronic invoices are created by Contractors and linked to Work Orders and contracts. All maintenance, labor and material costs, service dates, service satisfaction and contract history are tracked online.
Facility Managers can easily communicate information and procedures to multiple store locations in a consistent manner with visible accountability. Online documents and guides provide store employees with information to assess and address service maintenance issues, relay store facility guidelines, identify safety and emergency procedures, define facility checks or capture critical information. The custom guides can include photos, step-by-step guided text or audio and video for detailed instructions.
How it works
Using Troubleshooting – When a Store Manager creates a service request, a troubleshooting guide is launched to direct the user through a systematic troubleshooting process, such as checking circuit breakers, thermostats, door latches, etc.
Collecting Specific Information – Many times, performing a simple corrective task can resolve the issue and avoid an expensive service request call. The custom guide provides instructions to resolve common store maintenance problems and can assist store employees in consistently and accurately submitting new service requests.
Learn more about the benefits of using Big Sky.