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FMDirectDemonstration of Managed FM Helpdesk Services
Mike Dowling Director
FM Helpdesk: Facilities Management Made Easy
2 04/10/23
Company
Head Office in Coulsdon, with clients throughout the UK.
We work directly with clients and via Business Partners.
We consider ourselves amongst the market leaders in managed Help Desk, Room Booking, PPM and FM solutions.
Mission Statement To provide our clients, high quality, innovative and
affordable business support solutions.
FM Helpdesk: Facilities Management Made Easy
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FMHelpdesk Structure
Project ManagerOverall strategic
responsibility direct to client
Client
FM ConsultantResponsible to PM and
Client
Post Set-up SupportSupport Team responsible for ongoing maintenance, support
and upgrades
Set-up TeamCombination of FMHelpdesk Support Staff and FMDirect
Consultants
Help Desk TeamCombination of permanent and
part-time staff, 24/7 shift rotation responsible for service delivery and client/contractor interface
Helpdesk ManagementImplementation Structure
FMDirectPartner strategic
responsibility
iiS Ltd.Software design company
responsible for product development and customisation
FM Helpdesk: Facilities Management Made Easy
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Facilities Help Desk– Managed Enterprise FM– Contractor Management
• Outbound calls by priority• Outbound txt to mobiles by priority
– SLA Compliance• Monitor response times• Call escalation
– Work Order Issue• Email or text
– Client/Contractor Update– Audit Trail– Reporting (on-line/emailed)– 8am - 5pm – 8am cover
Products/Services
Systems– Office Backup
• Dual Telecoms Providers
• Dual Internet Links• UPS – 30 minutes• Recovery to external
offices
– System Structure• Hosted Application• Hosting Centre Benefits• Dual Hosted PABX• Automatic routing• Manual Failover
FM Helpdesk: Facilities Management Made Easy
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FMHelpdesk Features– Automatic Email to
Contractors– Contractors, SLA’s,
Escalation & Work Monitoring
– Reporting, Resource Usage
– Colour Traffic lighting– Labour, Stores,
Materials Costs
Software Features
FM Helpdesk: Facilities Management Made Easy
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Benefits
Improved Customer Service
Call Escalation & Jeopardy
Centralised Contact/Data
Reporting & Call Metrics
Calls Managed to Closure
Web Access
Real-time Work Monitoring
SLA Compliance
Managed Helpdesk
Managed Helpdesk
Managed Helpdesk
FM Helpdesk: Facilities Management Made Easy
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Software Screenshots
Demonstration
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Login Screen
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Main Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Add Work Order Screen
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Work Monitor Screen
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Reports
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Reports
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Reports
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Main Menu
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Presentation EndEmail [email protected]
Demonstration
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