Despite its impressive size and reputation, Air Liquide was in desperate need of a facility maintenance request system that allowed for easy tracking and improved customer satisfaction.
iOFFICE has allowed the facilities team to improve operational efficiencies and maintain a higher level of customer satisfaction."
American Air Liquide’s corporate facility team needed a standardized facility service request system that would allow them to better track and forecast resources.
iOFFICE’s SaaS web portal had the right level of customization and organization to meet their needs.
Requests are now more easily submitted, tracked, completed and benchmarked.
AAL can now actively manage occupant and space data while capturing and reporting data on space utilization for more than 270,000 square feet of corporate office space.
As the world leader in gases for industry, health and the environment, the Air Liquide Group is operating in 80 countries with more than 43,600 employees. Headquartered in Houston, Texas, American Air Liquide’s U.S. operations support more than 5,000 employees in approximately 200 locations, and yet, facility maintenance requests were still being received via telephone, email and personal interaction. Completed requests weren’t being recorded or tracked, and management didn’t have the ability to ensure or verify customer satisfaction for the facility services being routinely performed.
As a result, in the summer of 2011, American Air Liquide’s corporate facility manager was tasked with developing an operational plan for implementing a standardized process for not only receiving facility requests, but also for quantifying the tasks required to complete each service within the request. The new process would have to track which team members and how many team members were necessary to complete a requested service from start to finish. Above all, this new process would have to establish performance benchmarking that would allow management to proactively forecast facility resources in the future.
American Air Liquide’s new facility management team quickly determined that iOFFICE, Inc. would be able to provide an open architecture, software as a service (SaaS) web portal with the desired customization for producing a robust menu of service requests specific to AAL, accessible to all facility occupants both nationally and globally, with benchmarking tools already in place to meet AAL’s reporting goals and requirements.
“It is easy to learn, user-friendly and effectively helps my team manage a wide range of facilities activities."
Corporate management can now understand the volume of activity and type of requests being received per site and as a complete organization. Benchmarking is now available by service type and by assigned operator(s). Occupants can easily submit requests, monitor statuses and see final resolutions. After experiencing a seamless implementation process and being extremely pleased with the ease of use by both facility teams and occupants alike, American Air Liquide’s corporate management quickly recognized the value added by having access to accurate, real-time operational statistics and wanted to expand the scope of iOFFICE services being utilized. They immediately began implementation of the Space Module for their Houston area offices. With the expanded iOFFICE services in place, AAL can now actively manage occupant and space data while capturing and reporting data on space utilization for more than 270,000 square feet of corporate office space.