How to Take an On-Demand Approach to Facilities Management Service Delivery
The on-demand economy is changing how facilities management services are delivered. Do you have technology in place that allows you to provide what your clients are asking for?
The support services sector has come a long way. Sixty or 70 years ago, the delivery of such services was a predominantly done in-house, where organizations directly employed cleaners, maintenance staff and security guards to service the building everyone worked in. The only time a contractor would be engaged would be is something needed to be done by a specialist.
As the market has matured, so has the nature of the service delivery models that have developed around it. In 2018, the on-demand economy had an impact on the expectations of service delivery in the sector. The ability to swipe or tap a device to buy or initiate a service has set a new standard for customer expectations and has had ripple effect on the service providers. Service providers are relying on technology now more than ever to be able to react swiftly to engage the “right now” needs of their customers.
Your business should always be evolving, and a good technology partner will offer you lots of new functionality on a regular basis. This should enable a service provider to not only deliver a service to make an environment cleaner or safer, but to additionally provide improved business performance through the work that they do. Using technology to increase scheduling efficiencies, streamline task logging and improve productivity and accuracy are just a few examples of the ways in which service providers are extending their offering and achieving business value for their clients.
Advances in workforce management, compliance software, CAFM, IWMS together with AI and intelligent buildings have all had an impact on how, when and why a service is delivered. By disrupting traditional models of working and management, technology is allowing service delivery providers to implement and manage an end-to-end process based on the live and accurate data that is being collected. When agility and productivity are the goals, yesterday’s spreadsheets and workflows no longer make the grade.
As business strategies change in response to external demands, organizations need service delivery that is agile enough to respond quickly to changing conditions. And as a result of this shift within the sector, it is largely accepted that service delivery teams must become proficient in using technology but that has its own challenges. Those expected to use the technology need to know how to use it and need to want to use it.
Industry-specific software enables new functionality to evolve in-line with current user needs and to respond to future facilities and built environment requirements. Good software is software that is intuitive to use, providing users with a quick and easy way to pick up tasks and manage their own workflows. It must contain features and functions that offer the user an ‘easier’ way to do their job or offer them personal value that encourages and stimulates adoption.
Technology that does this is available today. The bigger challenge is will that technology work effectively with hundreds or thousands of users to cope with the current and the future business scale? Looking for scalable, user friendly and agile technology is not as challenging as it sounds. Procure it, integrate it into the business and drive efficiency, better data and more informed decision making.
Optimizing service delivery whilst saving time and money through increased efficiency, tech allows support services provider to offer a more attractive package of service and support to their clients, whilst evolving the traditional delivery model.