Reactive Facilities Management (fm)
The Chardfm Reactive fm service does exactly what you would expect from the name. Through our freefone number 0800 009 3590 the Chardfm Helpdesk is manned 24/7 and ready to personally deal with your call. The Chardfm Helpdesk team are fully trained and authorised to deal with any emergency call-out, we can have one of our multi-skilled technicians with you quickly to minimise the impact of the problem.
Chardfm have been delivering this service for 16 years into key environments such as retail outlets and shopping centres, commercial and industrial premises, healthcare facilities and leisure premises. We know what it means to our clients to stay open while continuing to deliver their services and core business. Our Reactive fm is designed to meet this challenge.
The process from our client’s perspective is simple:
- Make the call to 0800 009 3590 or log the call via their online client login
- Wait a short time for the multi-skilled technicians to arrive
- Have their problem solved and go back to normal
From our side it is a little more complicated:
- Make the call to 0800 009 3590 or log the call via their online client login
- Personally answer the call or email and log it on the Chardfm CAfm system which will start the clock running against the SLA and our KPI.
- Wait a short time for the multi-skilled technicians to arrive
- a. The Chardfm CAfm system will automatically link the required service to the available and on call multi-skilled technicians.
- b. The Chardfm CAfm system tracker will identify the nearest geographically available multi-skilled technicians.
- c. The Chardfm Helpdesk team will send a wireless communication from the Chardfm CAfm system to the multi-skilled technician’s handheld wireless mobile device.
- d. The multi-skilled technician receives the job and the detailed description of the problem together with any asset history, necessary documentation and geographical location on their mobile wireless handheld device.
- e. The multi-skilled technicians will acknowledge receipt of the job wirelessly via his handheld device to the Chardfm CAfm system and start to travel to the job.
- f. The Chardfm CAfm system updates the ‘live’ client dashboard to show that the multi-skilled technician is en route to the job.
- g. The multi-skilled technicians arrives at the location of the job and notifies the Chardfm CAfm system wirelessly via his handheld device.
- h. The Chardfm CAfm system updates the ‘live’ client dashboard to show that the multi-skilled technician has arrived on site. (This is important as the call may not have been made by someone on site and the client fm may be monitoring several jobs at one time)
- i. The multi-skilled technicians fixes the problem and reports to the on-site manager for sign off.
- j. The multi-skilled technicians transmits the completed on-site report and signature to the Chardfm CAfm system.
- Have their problem solved and go back to normal
- a. The Chardfm CAfm system updates the ‘live’ client dashboard and measures the performance against the SLA and KPI.
- b. The Chardfm CAfm system reports completion either personally or electronically via the Chardfm Helpdesk team.
- c. The Chardfm CAfm system automatically allocates the labour and consumables either against the comprehensive contract or for invoicing.
- d. The Chardfm CAfm system generates a periodical report of the calls received, our actions and the KPI score for the period.
The process may look complicated but it is designed to deliver the highest levels of service and performance available in the market today.
For further information please complete an online enquiry request here.
Chardfm is Green for a reason and the environmental impact of this approach is:
By linking the job to the nearest appropriate geographical multi-skilled technicians we significantly reduce wasted and longer journeys. The system can also link calls together making carbon choices about routes.
The utilisation of the Chardfm CAfm system and the mobile wireless handheld device means that paper is significantly reduced.
