FM Mobile - Harnessing Technology for First-Rate Client Experience
The Advent of FM Mobile
In June 2019, Facilities Management (FM) introduced FM Mobile. The initiative is in response to a 2017 Facilities Assessment and Customer Survey that identified opportunities for a greater degree of communication, reliability and timeliness of projects for FM clients. Client expectations continue to evolve, and as a service-oriented organization, FM has turned to mobile technology to create a seamless experience for end users - FM’s field technicians who have direct contact with clients.
For over 18 months, FM redesigned maintenance work flows and introduced nearly 400 new mobile electronic devices to their work force. The new processes and technology aim to boost productivity and significantly enhance workflow transparency. Mobile handheld devices allow for ongoing communication between FM technicians and their clients.
Throughout May of 2019, FM Maintenance and Alterations hosted a series of shop talks to officially introduce the initiative. Next, came weeks of employee training on the issued mobile smart devices, iWM (Work Management) application and the new work flow processes.
A Competitive Advantage
Since its introduction, FM clients have provided feedback, which is reviewed to further refine the process. So far, FM Mobile has enabled FM to be more reliable and predictable for the campus client as it allows for better tracking of work performance. Through the enhanced mobile handheld technology, jobs are prioritized, work is triaged, planned/scheduled, materials are drop-delivered to campus locations and client communication is improved. FM Mobile reduces unproductive and wasteful travel time back to the FM building to gather parts/materials, while also reducing campus traffic. Essentially, the technology allows FM technicians to perform their role efficiently. Overall, FM Mobile has dramatically altered how FM clients are serviced by enhancing client relationships.
FM Mobile Features
- New Smart-Tech devices (iPhone or Mini iPad)
- Quicker access to material and tools
- Order material & tools from SmartTech device
- Materials and tools delivered to pre-designated field drop off points
- Easier process for unused material and tool returns