Maintenance work includes continuous—and sometimes complicated—communication between service requesters, technicians, and managers. I often hear maintenance professionals complaining about the time they spend providing status reports and on-going feedback about their team's progress.
It was a big concern for Tyler, a facility manager for a large professional sports arena. Tyler oversees a staff of 25 maintenance technicians, plus a long list of vendors.
“Just checking my email would give me anxiety,” he told me. “People were constantly asking for updates. Or they’d email information that wasn’t part of the original work order. More often than not, something would fall through the cracks because I couldn’t keep up.”
Tyler’s work team fields requests from facility users and tenants, plus they have a preventive maintenance program that requires parts of the building complex to close for short periods of time.
“Maybe it took two minutes to respond to an email. But when you do it 50 to 100 times a day, it adds up,” he explained. “I needed a better system to make sure people knew what was happening with their maintenance requests.”
Automated Maintenance Communication
Tyler’s team originally bought CMMS for the benefits of work order management and preventive maintenance scheduling. But they recently upgraded their software to include Service Request Management and Role-Based Access Control features, taking their maintenance strategy to the next level with automated maintenance communication.
“Now our maintenance customers can enter service requests directly into our MPulse CMMS software,” Tyler explained. “And what’s really helpful is they can monitor the progress of those requests in MPulse too. It’s really cut down on the emails asking for updates or timelines.”
Streamlined Approval and Assignment
Tyler also used MPulse’s automated maintenance communication tools to streamline his approval and assignment process with automated confirmations that are sent to requesters, managers, and technicians. Maintenance requests are automatically emailed to the maintenance team. In turn, status updates are automatically emailed to the appropriate people as the technician updates the work order.
“Now everyone is on the same page,” Tyler said.
Automated Maintenance Schedules
Tyler also automated schedules for both his employees and his vendors, which eliminated lost information as well as reduced confusion and errors. Now his employees know what their priorities should be as well as when they'll need to complete maintenance work around other activities.
“I know exactly when a room is scheduled for use, so I also know when the vendor can visit to complete any maintenance in the area,” Tyler said. “It’s helped reduce the number of conflicts, plus wasted time when the left hand doesn’t know what the right hand is doing.”
Now Tyler’s inbox is under control, and his maintenance customers are much happier. With automated communication tools, his MPulse CMMS software lets the right people know the status of their maintenance requests, and Tyler is free to spend his time doing more important things, one of the many benefits of CMMS.
How are you using your CMMS software to automate maintenance communication? Leave a message below or contact me.