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Background

Part of the Mace Macro service is to provide an outsourced helpdesk function to its clients. The service encompasses receiving calls regarding issues with a building and then managing the reactive maintenance to remedy the issue. Currently the service covers nearly 2000 locations throughout the UK and overseas.
The requirement was to build a new helpdesk system that would enable the business to grow and handle more complex customer requests. Additionally a Web-based solution was preferred as operators could then operate remotely

Challenge

Clients are requiring more sophistication from their helpdesk solution, which meant that there were a number of challenges to be met:

A true multi-client system (existing helpdesk systems could not handle multiple clients)
Ease of use and minimal training overhead for the call centre operators
Optimum automation of the system
Minimal licensing and maintenance costs
The ability to accommodate timely, specific client requirements
Full web access for all, avoiding problems associated with Client-Server technology

Call logging - from anywhere via the web

Solution

fmHorizon was implemented in approximately 3 months from the beginning of the requirements gathering phase. The system built on our proven platform using Microsoft .NET technology and XML.
Entirely web-enabled and run via a web browser, technology has been incorporated that provides very rapid access to the database so there are no delays often associated with web based systems.

Outcome

Important benefits have already accrued since implementation including: much improved control when managing a multitude of service requests from different clients using different contractors, with different SLA's at different sites.
Operators are now logging calls in less than half the original time and managing the call so effectively that they have time left for other activities. Extensive reporting capabilities are now enabling complete control of the operation, and management of all aspects of the Helpdesk Operation.

Key performance indicators are now simple to report and such information is facilitating performance improvements. Recurring costs for previous software systems has been eliminated and pay back of the initial investment for fm24 will be recovered within the first 12 months of operation. Because the system has been designed by operators for operators, training has been greatly simplified

This solution won the BIFM technology award in 2006/2007 and was runner up in Pfm awards 2006/2007

all administration is managed online via SiteManager

Administration of the helpdesk "standing data"

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Background

Challenge

Solution

Outcome

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