Tackling time wasters: Ways of raising the bar in FM repairs

By Ben Yexley, Head of Business Development at askporter

Faced with tight budgets and rising customer expectations for quick repairs, facilities services providers need to optimise their efficiency.

However, several challenges impede FM services performance.

Inefficient contractor management

Miscommunication leading to misdiagnosis is a major issue. Inaccurate relaying of problems results in deploying the wrong tradesperson or incomplete initial visits due to lack of time or equipment. These repeated occurrences cause significant financial waste. This is why technology that monitors contractor attendance should be put in place to help enhance customer satisfaction. For example, the use of an AI agent that efficiently gathers diagnostic information from customers, feeding it to backend systems for streamlined assignment, completion sign-off and issue resolution.

Over-reliance on trust-based processes

Relying on trust for attendance and task completion may lead to no-shows and missed appointments, often only noticed upon receiving customer complaints. This poor communication can lead to contract cancellations. Technology for logging attendance and tracking progress allows for the verification of job completion and prompt issue escalation which in turn improves customer satisfaction, an important advantage when retaining customers is more cost-effective than acquisition. Installing check-in/out software systems with proof of service and quick reorganisation will help automate processes allowing for FMs and their teams to automate sign-off and ordering.

Slow adoption of AI technology

A failure to leverage advanced FM software and data analytics for optimising operations and informed decisions could create a competitive disadvantage. But new technology is designed to streamline administration, allowing FMs to focus on proactive management. Trained FM teams equipped with the right solutions can be enabled to maximise returns, improve efficiency, cost control, employee satisfaction and improve client/customer happiness, positively impacting the bottom line.

Neglected Assets

Delaying preventative maintenance until there is a failure is much more costly in the long run. Neglecting routine maintenance on critical systems leads to rapid problem escalation, causing downtime and potential client compensation. Instead, adopting proactive asset maintenance with regular inspections and best practices that are enabled by technology can provide property oversight, saving time and money. To help prevent issues arising, an AI platform for ordering supplies, gathering feedback, and processing payments will mitigate against any reputational and financial risks.

Poor resource allocation

Balancing expenditure is complex, but inadequate budgeting and misallocation of funds can halt essential projects so require continuous monitoring and adjustment. This is why every budget should include provisions for emergency repairs and contingency funds.

So to recap the focus should be on:

• Customer satisfaction and client retention: Efficient, responsive services are crucial for satisfaction and reducing client turnover as delays cause dissatisfaction and potential loss.
• Cost savings: Inefficient processes increase overheads which is why improving first-time fix rates and reducing revisits results in significant savings.
• Reputation and competitiveness: A reputation for reliability provides a competitive edge, attracting new customers.
• Compliance and risk management: Proper maintenance meets regulations and safety standards, while timely resolution mitigates legal and financial risks.

Addressing these challenges through technology enhances customer satisfaction, reduces costs, strengthens reputation, ensures compliance, and improves overall business performance. For more on leveraging technology, visit askporter.com.