How to manage service requests for a facilities operation
Even if you have well-trained technicians in your facilities operation, they will need your help from time to time when handling customer service requests. It is your job to ensure that these requests are handled quickly and professionally so that the clients will return. In this guide, we'll discuss some things you can do to create a successful service request management process for your company's operations.
Use business software
Successful managers use business software like ServiceNow to ensure their team is on top of service requests. It can be intimidating when a customer comes in with a complaint, and you're not immediately sure how to solve the problem, but with a little preparation, it will be much easier. ServiceNow is an IT asset management system that centralizes all your service request tickets in one place so your team can access them from anywhere and track which requests have been fulfilled and which haven't. The intuitive nature of the software makes it easy for your staff members to know exactly what they need to do without any confusion or time lost trying to figure out what needs attention first.
Communicate Frequently with Colleagues
Communicating with your coworkers is one of the most important things you can do. It helps keep the team informed about what is happening and gives them a chance to share their ideas on how best to resolve any issues that might arise. When service requests come in from your customer, communicate with your colleagues as soon as possible, so they know what needs to happen next. Use the tools available in ServiceNow, such as Quick Actions or Chats and Forums (to name a few), to stay organized and reach out at a moment's notice if needed.
Create an organized system
ServiceNow is a great tool that can be used to streamline the process of managing service requests. Its open architecture can be customized and tailored to fit your organization's needs. If you're looking for a way to manage all of your facility operations with one platform, this could be the answer you've been looking for. It will help ensure that each request is dealt with promptly and efficiently - something every customer expects when they contact their company about a problem.
Have Quick Fixes Ready
ServiceNow is a cloud-based platform that helps you improve your customer service. It enables you to track and manage all of your service requests in one place, so you can proactively provide the best possible customer service. Proactive service management leads to happier customers and a more efficient operation overall.
Identify and Solve Problems Quickly
The last thing a facility need is an unhappy customer. Unhappy customers come in many forms, but the most common are those who have submitted a service request and are waiting on repair. If you have not yet adopted a solution like ServiceNow, it is time to do so. This will give you greater insight into your service requests and allow you to identify and solve problems quickly.
Keep Accurate Records & Monitor Data Trends Over Time
To successfully manage service requests, facilities managers must keep accurate records and monitor data trends over time. Data is collected from service requests and analyzed in a variety of ways: by date, by location, by priority, or by type of repair. These reports help facilities managers identify patterns and understand what is driving the need for certain repairs. This information can be used proactively to increase productivity and anticipate when equipment will need maintenance. Facilities managers can also use a tool like ServiceNow that automates the process of completing service requests from beginning to end.
