Delays in reporting completed work = Unhappy customers
The answer to this problem = A mobile solution!
The hospitality industry is pervasive, competitive and worth multi-billions of dollars per year. Every city, town and village has aspects of this industry and every person knows someone that works in it. The main product produced by all companies involved in hospitality is customer satisfaction.
Getting Facility Management Staff to the right place to resolve guest issues quickly and efficiently is critical for customer satisfaction.
Without a mobile solution, maintenance staff would need to pick up work orders from a central location or offices spread throughout the hotel or resort campus. Or, customer service staff would have to call the maintenance staff and rely on verbal communications to relay new work that is required throughout the day.
When the work is completed, or any issues encountered doing the work, the maintenance staff would need to then either travel back to an office to update the work order, save their updates for the end of the day, or remember to call customer service to pass along the completion details.
Delays in reporting completed work = unhappy customers.
This solution has been designed to function with as little human interaction with the system as possible. From the very first email to the work sent to the crew on their mobile device, there is no need for a person to log into the system to do anything. Maximo takes care of it all.
The Maximo Email Listener detects the arrival of emails into a specific email inbox. It “reads” those emails and determines whether a new service request is needed or not. If a Service Request is needed the listener creates it.
The Service Request workflow is configured to start automatically every time a new SR is saved to the database. It scans the description of the Service Request to look for key words or phrases to determine the nature of the issue being reported. If, for example, the description contains the word “shower”, the workflow determines this must be a plumbing issue it then goes down the plumbing path.
The plumbing path of the workflow uses an Action in Maximo to create a work order using the plumbing job plan. This creates an Approved Work Order assigned to the Plumbing Crew which contains all of the details from the Service Request.
Two different Escalations are used to send notifications. The first is used to detect the creation of a new Service Request and send notification to the person who reported the issue via email. This email tells them the SR Number, Details and gives them the service desk phone number to call for updates.
The second Escalation runs when a new work order is detected in the system. It sends an email the the members of the crew that the work order is assigned to telling them about the new work and instructing them to log onto their mobile application to view more details if required.
Maximo Mobile Work Manager has been configured to allow a crew member to log into the application, view work assigned to their crew, take ownership of a work order, and update that work order with completion details.
The total time from when the customer or staff member sends the initial email to an approved work order being sent to the crew on their mobile device is less than 30 seconds. This allows crews to be very responsive and aware of issues almost as quickly as they are reported.