Facilities Management Application

Background

The client is a large construction and real-estate corporate based in Japan. Head-quartered in Minato-Ku, the company operates in construction, real estate and financial segments. The company manages more than a million apartments in Japan. The Construction segment is engaged in the planning, design and construction of contracted works. The Real Estate segment is engaged in the brokerage, management and leasing of real estates, the provision of real estate information and guarantor contract business. The Financial segment is involved in the construction loan business, trust business, consulting business related to asset succession and asset management, and fire reinsurance business.

Challenges

The real estate management subsidiary company wanted efficient solution to track Repairs Management requests from the tenants. The facility management team wanted to deliver frictionless service experience to the customers for loyalty and business. They had to run day-to-day operations, coordinate & track repair requests and collaborate with technicians to complete repairs on time.

However, repetitive tasks, administrative difficulties and manual processes slows down operations. Taking “Urgent” requests through regular SOP also creates chaos and dissatisfaction.

The company was receiving numerous requests from tenants on a daily basis for facility support. This included support for issues on plumbing, carpentry, structural changes, power & power backup, lifts and a wide range of other challenges. The company had to assign these issues to specific individual / technicians in the same prefecture for resolution. All of these requests were managed and tracked in an Excel sheet which made the process extremely difficult and cumbersome, especially when large volumes were involved. Often caused service delays that made customer unhappy.

The company needed a comprehensive Facility Repairs Management application to manage the end-to-end lifecycle of building repairs & maintenance requests from building owners / tenants.

Solution

An integrated solution in Iqxora platform was delivered to the customer for registration, tracking and management of facility service requests.

The process involved:

• The tenant or owner raising the request for support in the platform, which would be routed to the facilities team and the personnel in charge of that specific building.
• This team then works with a technician to get the task assigned to the technician in the system.
• The technician acknowledges the request, performs the repair and submits the invoice.
• -Once the completion of issue is registered in the system, payment for technician is released by approving technician invoice.

The system also has a Vendor Registration and Management module for registration of individual vendors who would be servicing customer requests from various parts and prefectures of the country.

The application is being used by more than 1,500 customer users and 7,000 vendors.

Result

• Timely processing of service tickets and happy customers.
• Complete visibility of tickets and logging of user comments.
• Ensure that payments are released to vendor only after work is completed to satisfactory levels.
• Ensure that tasks are assigned to vendors in a structured manner and prevents malpractices with manual assignment of vendors.
• Neat approval workflows that ensure audit compliance.
• Technicians are able to view their service history and get real-time status of their invoices.
• Comprehensive audit trail for all user actions.