FEATURE COME TOGETHER
Property operations and maintenance is not a one-person gig. Then why does traditional CMMS treat it that way, asks Rajavel Subramanian, Co-founder & Head of Product at Facilio.
While the technician is typically the one performing the maintenance, they are hardly the only stakeholder. For every property, there are occupants/employees, tenants/ clients, vendors, technicians/field teams, managers, and executives. Each of them is invested in the operations of the building but sorely left out of the maintenance management process by existing CMMS platforms.
Let’s look at the state of affairs with a typical CMMS, which is designed for just one stakeholder: The field technician.
On a typical day, the field teams perform maintenance and update the CMMS. This information is also shared via email, WhatsApp, and other communication tools. In fact, in one of our webinars, 47% of the audience said that their teams spend more than four hours a week on tools outside of their CMMS for collaboration/stakeholder engagement. The problems don’t end there.
From these disparate systems, operations teams manually collect updates to notify occupants/tenants. They gather data and make reports manually. Managers and executives wait for anywhere between a week to a quarter to see portfolio-level reports. This results in:
• Occupants/customers being dissatisfied because raising service requests is tedious and updates are sparse.
• Tenants losing trust in the property management teams due to poor service experience.
• Vendors losing time and efficiency merely communicating updates.
• Executives blindsided without the insights needed to make business decisions.
A good Connected CMMS should give all stakeholders what they need and want — at the click of a button. It should go beyond maintenance to bring together people, processes, and systems. It should meet every ops stakeholder—from vendors to tenants to clients and executives— right where they are. With a good Connected CMMS, this is how your building operations might look.
1. Occupant experience: Improved
comfort and satisfaction Occupants are the ones who interact with the property, they are the end consumers. Yet, existing CMMS tools don’t prioritise them. They don’t offer anything by way of ‘occupant experience’ at all. So, there is no easy way for occupants to raise service requests, track issue status, interact with stakeholders in real time, etc. All of this happens outside the CMMS, mired by manual follow-ups over emails and phone calls. Even for the ops teams, current CMMS tools don’t offer automated ways
26 | TOMORROW’S FM
to send these updates, creating an overall sub-standard experience.
A good CMMS should eliminate these challenges. The occupant/employee portal should empower them to help themselves in the following ways:
Book spaces: Reserve conference rooms, parking spaces, lockers, etc., from their mobile app/kiosk. In the world of hybrid work, this is even more important for managers and executives to forecast occupancy, but we’ll come to that.
Manage visitors: Occupants should be able to invite visitors, approve their entry into the building, share WiFi passwords, etc., frictionlessly. In the post-pandemic world, this should be touchless too.
Control comfort requirements: Turning up the heat or dimming the lights should happen right from their seat. More importantly, the CMMS must track their comfort requirements and automate them over time.
Raise service requests:While passing by the conference room and noticing that the projector isn’t working, no occupant should wait to return to their desk and send an email. They should be able to raise a service request right from their mobile phone as they walk along.
Be updated: For all their requests, they need to get real- time notifications and the ability to give feedback.
A Connected CMMS is not just convenient, it also makes business sense. Our clients have seen a 13% increase in workforce productivity with the Facilio Connected CMMS platform.
2. Tenant experience: Better visibility
and service experience Tenants want to optimise employee/occupant experience to inspire collaboration and innovation in the workplace. Yet, the existing legacy CMMS platforms lack the features needed to make this happen. They do not offer a dedicated app/portal for tenants, push notifications/alerts, or social features like chat/comment. A good connected CMMS should enable that by filling gaps in visibility, communication and strategic interventions.
Visibility: The tenant portal must offer complete real- time visibility into occupant experience and compliance posture. It should allow them to raise requests, track status, monitor package delivery, etc.
Communication: Tenants need on-time notifications about events, security drills and other announcements. They must also have easy interactions for administrative tasks like giving approvals, responding to queries, etc.
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