Outsourced Helpdesk
24/7FM is a help desk management service from
Integrated fm that combines the power of a full-capability
help desk with the benefits of outsourcing.
More than just another call centre, 24/7FM is a fully managed outsourced helpdesk facility operating 24 hours a day, 7 days a week. 24/7FM uses Integrated fm’s Software as a Service technology to enable requesters to access the help desk via the Internet using a standard web browser. Requests can also be logged via the telephone to an experienced 24/7FM operator.
- The profile of the facilities management department is enhanced through improved customer service
- Implementation has minimum impact on existing processes but a high impact on performance
- Call management service provides independent monitoring of supplier performance
- Costs are reduced by rationalisation of desk space, staff utilisation and training costs
- The expense, uncertainty and complication that can surround software purchases are removed
- This service is provided independently from your service providers, so you will always receive true and independent reports on the performance of your supply chain
Key features
- Fully intranet-enabled
- SaaS - ‘Software as a Service’
- Dedicated Account Managers
- Request through to completion
- ‘On line’ reporting in real time
Tactical benefits
- Client support is enhanced by 24/7 availability
- Client feedback on performance provides data for improvement
- Details of the service are based on on-site assessments of current processes in order to match delivery to real need
- Automatic communication is provided to the clients’ internal customers, keeping them informed at all stages
Operational benefits
- Using the 24/7 intranet enables clients’ internal customers to log job requests from their desk
- The task of organising sickness and holiday cover is eliminated
- Jobs can be logged directly to the 24/7 fm service by intranet, telephone or email