FM & TECHNOLOGY FINGER ON THE PULSE Louise Wilson, Business Manager at Moneypenny, takes a look at the benefits
of using outsourced technology to implement innovation, drive cost savings and improve customer service.
Technology is transforming the workplace, both in terms of how businesses operate and how employees prefer to work. As a result, organisations are more aware of the impact the environment can have on business performance.
Over recent years, the FM sector has also seen a major shift in how managers procure and run services. Outsourcing to expert providers has become an increasingly popular way to deliver efficient and effective solutions that meet the differing needs of modern business.
Facilities managers play a vital role in supporting business leaders to adapt to the implementation of new technologies, ensure the efficacy and reliability of the environment, generate cost savings and encourage ongoing innovation – all the while ensuring employees remain comfortable and productive.
Discovering ways to cut costs is often a major indicator of success for facilities managers, and outsourcing technology is a proven way of hitting targets in this area.
“The pressure to deliver innovative services is not only borne from
heightened competition among FM providers, but also from a growing demand from clients for smarter, more advanced solutions.”
By allocating a set annual budget for outsourced tech- related services – which can include anything from managed hosting, IT support or customer call handing – companies can avoid the unpredictability of managing these services in- house and the associated fixed-cost overheads. Above and beyond the initial outlay, investment in technology can incur significant ongoing expenditure from recruiting specialists, licensing software, maintenance, upgrades and hefty equipment purchases – not to mention regular staff training and ongoing data analysis.
By passing responsibility to specialist suppliers, facilities managers can find cost and service certainty and give office users peace of mind that their business-critical tech will run as smoothly as possible.
28 | TOMORROW’S FM
Innovation has long been a major challenge for facilities managers. The pressure to deliver innovative services is not only borne from heightened competition among FM providers, but also from a growing demand from clients for smarter, more advanced solutions.
As this trend has matured, FMs have come to realise that outsourcing offers quicker, more cost-effective access to cutting- edge products and services that will drive innovation in both buildings and occupiers. Moreover, by taking the outsourcing route, FMs are able to take a ‘test and learn’ approach to technology and assess exactly what works for them, without the expensive outlay of designing or purchasing owned solutions.
A key objective of every business, no matter the size or sector, is to deliver a consistently high level of service to clients or customers and this is where outsourced
customer service technology can help.
Facilities managers nationwide are benefitting from outsourcing the management of switchboards to improve their front of house experience, reduce call waiting times and enhance the customer journey for inbound enquiries to their clients.
Innovative advancements in technology offer a more effective call answering solution to traditional switchboards by handling enquiries efficiently and directing them to where they need to be. In turn, the seamless service helps uphold client reputation and therefore boosts satisfaction in the service provided by facilities managers.
As well as financial and service-focused benefits, outsourcing technology has an overarching ability to do one thing that every facilities manager craves – it makes working life that little bit simpler.
One of the biggest causes of workplace stress is time wasted dealing with tech-related issues. Outsourcing removes this headache and frees up valuable resource to focus on other, more engaging areas of business. If an issue occurs, facilities managers can simply divert the problem to their dedicated technology supplier and focus on finding new ways to improve their service, streamline spend and keep an edge on the competition.
www.moneypenny.com/uk
twitter.com/TomorrowsFM
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