Streamlining operations with Zoho Desk & Creator for a leading facilities management company.
A leading facilities management company that manages operations for multiple clients, including corporate offices, residential complexes, and retail spaces.
The company handles a wide range of services such as maintenance requests, asset management, and vendor coordination. They needed to improve service delivery, meet SLAs, and gain actionable insights.
Manual processes and lack of visibility were hindering growth and service quality.
Maintenance requests were handled manually or via email, leading to lost or delayed tickets, lack of prioritization, and missed SLAs.
Manual task assignment to technicians often caused delays and inefficiencies, particularly for urgent issues that required immediate attention.
Without a structured system, SLA compliance was inconsistent, leading to client dissatisfaction and potential contractual penalties.
The company lacked insights into ticket trends, technician performance, and SLA compliance rates due to insufficient reporting tools.
We implemented a comprehensive CAFM solution using Zoho Desk and Zoho Creator.
Implemented Zoho Desk for logging and tracking all maintenance requests. Categorized tickets by type (HVAC, plumbing, electrical) and priority for efficient handling.
Created a custom task assignment module on Zoho Creator. Automated assignment of tickets to technicians based on location, availability, and expertise.
Configured SLAs with custom timelines for different service levels. Set up automated notifications and escalation workflows for tickets nearing deadlines.
Integrated SMS notifications for clients and technicians. Clients receive updates on ticket status, while technicians get instant alerts for new assignments.
The solution transformed service delivery and operational visibility.
Reduced average ticket resolution time by 30% through automated task assignment and real-time SLA monitoring.
Achieved 95% SLA compliance within three months of implementation, significantly reducing client complaints and penalties.
SMS updates ensured real-time communication, increasing client satisfaction scores by 20%.
See how Nurture Spark can build a custom CAFM solution for your business.
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