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by | Apr 20, 2017

If Maximo Listens, Customer Service Can Improve in the Hospitality Industry

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.

The Solution to This Problem…

Maximo – Configured for the Facilities Management Department

  1. The guest or cleaning staff send an email to the front desk describing the problem.
  2. Maximo is configured to listen for this email. It automatically creates a Service Request, classified to the correct repair team based on key word scanning of the email. The SR is automatically placed into workflow, where a work order is created using a pre-defined job plan outlining the steps and parts required for the repair. The work order is automatically approved and the correct crew is made the owner of the work order.
  3. As soon as the Service Request is created an email is sent back to the person who reported the problem, giving them the SR Number and telling them “help is on the way”.
  4. Once the work order is created an email is sent to the crew telling them about the work, where it is located, and what the problem is.
  5. The crew (or a member of the team) goes to the location of the problem. They open their Maximo Mobile Work Management application on their phone or tablet and set the work to “in progress”. On their phone they can report their time working on the problem, they can also indicate parts that they use to effect the repair and they can take photos and attach them to the work order. As soon as the issue has been fixed, they can complete the work order within the mobile application.
  6. Once they have completed their work on the work order, Maximo sets the status of the Service Request to “Resolved” and then emails the person who reported the issue that it has been resolved.

How this all works

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.

Some Interesting Hospitality Industry Facts

  • The World’s largest hotel has 7,351 rooms.
  • The most expensive hotel room is in Geneva – up to $84,000 per night.
  • The World’s smallest hotel is in Copenhagen

If your organization might benefit from a mobile work management solution, or you are interested in seeing a live demonstration of the described solution please contact us.

Stephen Hume

Stephen Hume

Stephen Hume is a seasoned Maximo Consultant working for BPD Zenith (Canada). He is a keen presenter at the following user group meetings: Facility Management Maximo User Group, Maximo Utility Working Group, Western Canada Maximo User Group, Canadian Maximo User Group, IBM Pulse, IBM Interconnect. His presentation topics have included; Upgrade Lessons Learned; Health Safety and Environment in Maximo; Mobile Incident Reporting using Maximo Anywhere; How to Prepare for and Survive an IBM Audit; Throw Away the Log Books with Maximo Operator Logs.


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