PRSM 2012 Best Practices - (Page 92)

ANSwEriNg A CALL STATuS ChALLENgE wiTh AN ivr SOLuTiON AUTHOR Jim howard, rFMP Manager, Maintenance & ust compliance , COMPANY hess corporation chAllenge: Hess Maintenance handles more than 100,000 work orders per year for its 1,300-plus locations, leaving little time for its staff to follow up on the status of each call. solution: Hess has been using, an internet-based Computerized Maintenance Management System (CMMS) since 2005, and it has added an integrated IVR (Interactive Voice Response) System to track the status of each work order effectively. The IVR System requires that contractors: 1. Dial in to a toll-free number from one of the registered phone numbers at each location upon arrival. 2. Enter their unique five-digit IVR PIN and specific call tracking number that they are assigned with each work order. This step changes their status from Pending Tech Arrival to On Site. 3. Dial in to the toll-free number using the five-digit PIN and call tracking number upon completion or departure from the location to update the status of the call. The IVR System allows Hess Maintenance to: 1. 2. 3. 4. 5. See the status of all calls in real-time. Validate actual time on-site vs. time billed. Automatically notify contractors of past due requests and all incomplete call statuses. Objectively measure contractor performance vs. established Service Level Agreements (SLAs). Foster competition between contractors by publishing results on a monthly basis. results: The implementation of the IVR System has allowed Hess Maintenance to effectively manage more than 100,000 calls per year. In addition, it enabled the company to tighten financial controls and has allowed the implementation of a Scorecard system that objectively measures the performance of 150 contractors--all without adding to staff. By using IVR as a performance tool, the company was able to improve Vendor Scorecard results from 73 percent out of 100 to 90 percent in 2010, almost a 20 percent improvement. Call statuses are automatically updated by the IVR System inputs. Maintenance coordinators see actual time on-site vs. time billed for each invoice and can easily challenge an invoice to request additional documentation. Also, billed labor is tightly controlled as it is now tied to the IVR times on-site. High-performing contractors are acknowledged via monthly newsletters and additional opportunities; low-performing vendors are subject to performance improvement plans up to andincluding termination. 92 | 2012 Best Practices

Table of Contents for the Digital Edition of PRSM 2012 Best Practices

Conducting Multi-Site Paving Improvements to Ensure Continuity
Conducting Multi-Site Paving Improvements to Ensure Continuity
Exterior Rebranding
Exterior Rebranding
Getting the Most Value Out of Roof Management
Getting the Most Value Out of Roof Management
Pervious Concrete Pavement Solves Drainage Challenge
Pervious Concrete Pavement Solves Drainage Challenge
Pervious Pavement: Concrete Solutions to Driveway Stormwater Drainage and Sustainability Problems
Pervious Pavement: Concrete Solutions to Driveway Stormwater Drainage and Sustainability Problems
Applying Bipolar Ionization to Improve Indoor Air Quality and Save Energy
Determining Responsibility for Ceiling Leaks
HVAC Maintenance and Repairs Quote Review
Managing HVAC Energy Usage Without Installing an Energy Management System
Solving HVAC Issues on Landlord Operated Systems
Creating a Standardized Cleaning Chemical Program
Floor Replacement Planning and Execution
Improving Pest Control Monitoring to Maintain Store Cleanliness
Streamlining Store Cleaning Through Internal Benchmarking
LED Conversion Bolsters Ambiance, Bottom Line and Environment.
LED Gas Canopy Lighting Upgrade
Lighting Maintenance
Retrofitting Signage with LED Technology
Performing Basic Troubleshooting to Save Money
Implementing Repair Audits to Ensure Customer Safety
Improving Quality, Cost and Schedule Through Safety Education
Managing Extended Power Outages Through Emergency Response
Managing Risk Through Slip Resistance Testing
Creating Energy Teams to Pursue Opportunities
Formulating Green Solutions
Making Data Centers LEED Compliant
Outfitting Facilities with an Eye on ENERGY STAR Certification
Recycling Cooling Water From Air Conditioning Systems for Toilet and Landscaping Use
Sustainability-How the Facilities Team Can Contribute
Driving Down Waste Expense
Reducing Trash and Recycling Expense for Retail Locations
Transferring Compactor Maintenance to a Service Vendor
Waste Service Efficiency and Compliance
Waste Evaluation and Right Sizing to Reduce Cost
Asset and Service Warranty Tracking and Management: More Fully Realizing the Value of Budget Expenditures
Conducting an Organized Meeting
Proactive Maintenance Scheduling and Delivery
Repair Reductions by Participating in Design and Construction Table
Streamlining the Store Closing Process
Achieving Process Improvement Through Onsite Assessment of KPIs
Forecasting a Maintenance and Repair Budget
How to Calculate Return on Investment
Tracking Finances for Facilities
Centralizing Vendor Training and Management
Creating a Service Vendor Call Center to Save End Users’ Money
Answering a Call Status Challenge with an IVR Solution
Communicating Product Recalls Using a CMMS-Inspired Module
Doing More with Less and Saving Money in the Process
Ensuring the Accuracy of Web-Based Maintenance Requests
Establishing an End to End Procure-to-Pay Process
Leveraging Existing Technologies to Provide Updated Process Improvements
Quality Management of Bundled Periodic Services
Reduced Dashboard Time at Supply Houses
Parking Lot Management
Creating Best-In-Class Snow and Ice Management White Paper
Energy Savings/HVAC Air Filter Bypass
Managing a Retail Lighting Retrofit Project – Bright Ways to Improve Your Lighting and Your Bottom Line!
Managing Energy Usage with Interval Meter Calibration
Navigating the Department of Energy’s Higher Efficiency Regulations
Supplier Insights into Competitive Sourcing White Paper
Testing HVAC System Options to Reduce Costs and Labor
Understanding Retail Facilities Sourcing White Paper
Glossary of Acronyms and Terms

PRSM 2012 Best Practices