Facilities Management
A facilities services company runs 600 client sites from one command center
Contracts promised SLAs the operation could not prove. We build a command center that sees every ticket, technician and asset across 600 sites, and lets the client see it too.
Outcomes
- SLA attainment
- 91% → 98%
- time from alarm to dispatch
- −48%
- manual month-end SLA reports
- 0
- new enterprise contracts won on live SLA proof
- 3
The situation
The help desk logged tickets in one system, technicians worked from another, and building alarms arrived by email. SLA reports were compiled by hand at month-end and disputed by clients.
Leadership wanted to win larger contracts on proven performance, but could not show live SLA status to a prospective client.
Where the work was leaking
- Building alarms emailed to the help desk and re-logged as tickets
- Technician status updated by phone call
- SLA clocks calculated in spreadsheets after the fact
- Client reporting assembled manually per contract
What we do in this situation
Phase 1 · Blueprint
We map the life of a ticket from alarm or call to close-out, and every SLA definition buried in client contracts.
Phase 2 · Build & Link
Alarms create tickets automatically, scheduling assigns the nearest qualified technician, and the command center shows SLA risk across every site in real time. Each client gets a portal with its own live view.
Phase 3 · Operate
We run the command-center platform around the clock with the client’s help desk, and tune routing rules monthly.
The command center became part of the sales pitch: prospects could watch the operation running.
Client names and identifying details are withheld. Figures describe the scale of change typical of an engagement like this, not a guarantee.
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