Case Study 2

Situation:
One of iOffice's channel partners began managing the mail services for the Client utilizing the iOffice Connect Mail module. During the implementation process, the Client was introduced to the full scope of the iOffice Connect capabilities and was interested in utilizing the Service Request and Relocation modules to support their internal facilities group. The Client was using an internally developed portal for managing request forms for a variety of office and facility services. The ticketing process was easy-to-use and a successful process for end-users. However, the Client's operations team needed a more robust tool for tracking the fulfillment of tickets and reporting activity and performance. The Client wanted to implement the Service Request and Relocation Module of iOffice Connect but they wanted to keep their internal portal for the end-user. In addition, the Client had a system in place for managing their architectural drawings but needed a better way to keep the drawings up to date with current occupant and asset location information.

Solution:
After determining their requirements, iOffice built a skin for iOffice Connect to mirror the customer portal. The end-user interface remained the same, but the operations team was able to garner the benefits of the Service Request and Relocation module for coordinating service delivery. In addition, iOffice created an interface with the Clients CAFM system so their architectural drawings were kept up to date.

Result:
The Operations Team now has the ability to receive and manage service tickets via their smart phone device. The technicians are now able to coordinate all service requests while they are in the field which increases operational performance and responsiveness. Scheduled tasks are also automatically populated in the queue reducing the administrative time to manage preventative maintenance activity. The Client also has a more effective way to manage internal moves, adds and changes. All task groups utilize one system ensuring moves are coordinated correctly and in a timely manner. Because iOffice Connect is a fully integrated system, as moves are completed the occupant and asset location information is updated across the portal and in the Client's CAFM system. Service tickets are immediately routed to the correct requestor/asset location and incoming mail is automatically routed to the correct recipient location. Finally, the Client is able to easily summarize activity and measure performance via the reports.