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Case Study 2

The Facilities group is responsible for managing the space, moves and maintenance of one corporate office and 481 branch offices spread across two states totaling over a 1mm square feet. The customer did not have a tool to maintain and or update their space utilization; to track moves, adds or changes; or receive or track facility maintenance requests. Drawings of floor plans were created and maintained by their office furniture vendor. Move and maintenance requests were coordinated through multiple emails, phone calls and Excel spreadsheets. In addition to not being able to track requests or activity, they had no ability to effectively coordinate third-party vendors, analyze cost or performance or determine future needs. The IT group had a ticketing system that was going to be implemented for Facilities to utilize for receiving and tracking requests but it was going to be managed and controlled by IT. Facilities needed a tool that was specific to their environment.

iOffice was invited to provide a demonstration of the Space, Move & Service Request Modules. The Bank immediately saw the value and began implementation. The most challenging component was implementing the Service Request Module as it covered a significant geographic area and no service standards or processes were in place for coordinating service delivery. iOffice began working as part of the customer team to design a standardized process for all the Bank locations to submit and manage requests. The TRAC process is as follows:

• End users submit to their area Admin
• Admins enter tickets via a Kiosk view of the Service Request Module. Admins by-pass the TRAC log-in and simply click on a link to the site from their Intranet. They are routed directly to a service ticket.
• The service tickets are automatically dispatched to a pre-determined service tech. Service techs have the ability to accept or reject tickets as well as record all activity remotely via a smart phone device. If the ticket is rejected, it automatically routes to the alternative technician assigned to the task.
• Admins monitor the queue insuring tickets are closed.

Since formal implementation in June 2009, over 5,000 tickets have been submitted and tracked through iConnect. The customer now has a streamlined service request submittal process. Technicians and Vendors responsiveness and activity is easily tracked and measured. Maintenance requests can be monitored for volume, cost and performance. The Facilities group can effectively budget for the future and provide accurate, up-to-date to management.