Integrated Dispatcher and Field Service Management System for Efficient Facilities Operations

The client faces difficulties managing maintenance tasks due to reliance on manual processes like whiteboard and sticker-based scheduling. This results in inconsistent task assignment, limited visibility into ongoing operations, and inefficient resource utilization. There is a need for a centralized digital solution that improves operational efficiency, enhances visibility, and maintains flexibility similar to manual methods, while reducing operational costs and increasing customer satisfaction.

A property management company overseeing large commercial and residential portfolios, requiring streamlined maintenance and service operations across multiple locations.

• Develop a web-based system that consolidates dispatching, tracking, and reporting of maintenance and service tasks.
• Enable real-time task assignment and status updates to improve operational transparency.
• Automate business processes for scheduling, resource allocation, and compliance with service level agreements.
• Reduce operational costs by minimizing idle worker time and nonbilled efforts.
• Enhance customer experience through transparent, accessible monitoring tools and communication channels.
• Provide mobile capabilities for field technicians to receive tasks, report completion, and handle ad hoc requests efficiently.
• Ensure active client involvement throughout development to tailor the system precisely to operational needs.

• Customer portal for property owners and administrators to view ongoing maintenance tasks, submit new ad hoc requests, and provide feedback.
• Dispatchers’ web application to manage maintenance contracts, assign tasks, allocate resources, and track task statuses including active, completed, and pending items.
• Task scheduling aligned with predefined service level agreements and fixed timelines.
• Multiple methods for assigning technicians to specific tasks and properties with real-time monitoring.
• Mobile application for field personnel to receive assignments, report completions, and add ad hoc tasks directly from the field.
• Rich logging of user actions for process analysis and audit trails.

• Customer portals for property owners to monitor and submit maintenance requests
• Enterprise resource planning (ERP) or contract management systems for maintenance contracts
• Mobile app communication protocols

• Scalability to support growing property portfolios and user base
• High performance with real-time updates and minimal latency
• Robust security measures to protect user data and access controls
• Reliable logging and audit trails for compliance and analysis
• Cross-platform compatibility for mobile apps

The new digital solution is expected to provide full control over facilities management processes, leading to operational cost reductions through decreased worker idle time and minimized nonbilled efforts. It aims to significantly improve transparency and responsiveness, thereby increasing customer loyalty and satisfaction. Overall, the system will support better resource utilization, enhance service quality, and enable scalable growth for the property management operations.