Incidents

A broken light, defective photocopier, small office move. Who do your customers turn to for assistance with these matters? If there is no coordination, incidents can start to lead their own lives, with perhaps multiple people responding, nobody responding, or the work half-done. Frequently, the lack of clarity can mean that work is carried out on an ad-hoc basis. Such situations can give facility management operations a bad reputation.

The Incidents functionality makes a point to keep it simple. Work Order handling is easy and fast. Many fields are automatically filled in. Assigned departments, whether internal or external, are efficiently coordinated. Work orders are automatically generated. Information such as cost centre, cost category, section, assigned person and required materials can all be specified for the work order.

Visibility into the processing or progress of requests or incidents from (internal) customers is important for a structured and professional facility management service.

By using the Incidents functionality via the network, your customers can register problems and incidents themselves. The internet also offers customers the possibility to track the status of their incident. This allows facility management operations to concentrate more on coordinating the work, and less with the registration of information.

What can Incidents mean for you?

Uniform registration of incidents (complaints, wishes, information requests, defects)
Automatic planning of (sub-)activities following on from the incident
Standard coordination of activities via specific work instructions to assigned departments
Easy confirmation to the customer of requested and performed activities, including price information if required
Insight into the status and progress of the incident
Sign-off of performed activities
E-mail feedback about work orders
Generation of clear management information, such as cost and performance information, about internal and external suppliers for example (Service Level Agreements)