One of the changes that came out of our Transformation efforts is FM’s new Customer Service Center. In March we combined our Call Center with our Building Systems Automation Center (BSAC). The call center handled maintenance requests and general facilities needs while BSAC provided alarm monitoring services for the U’s 60,000 alarm points. Consolidating them into one group streamlines communication and improves our customer service. Instead of taking a customer request and then making another call, Customer Service Specialists and Building System Specialists can now directly communicate with each other about routine and emergency service requests. Instead of two different numbers our customers only need to call 624-2900 for 24/7 facilities service and support.
The Customer Service Center works with customers to ensure their maintenance requests contain all the necessary information for FM staff to provide quality service, while ensuring that the right resources are contacted to address any emergencies or alarm conditions. In addition, a weekend supervisor provides on-site coordination to ensure facility support for teaching, research and special events that take place over the weekend.
Great Performance - North-West District’s Rec. Sports Team
One of the fundamental changes we made in FM was creating teams that included multiple crafts. These teams get to focus on a smaller area to better learn their customer’s needs and equipment. Customers have appreciated only needing to contact one person, the Team Manager, to get work completed instead of calling several different foremen. Here’s a great example.
“I just wanted to send a quick note letting you know how much we at Recreational Sports appreciate the current level of service…our annual maintenance shut down was a complete success again this year thanks to your staff! I am very impressed with Curt Stone as his expertise and follow up on work orders are impeccable. I also wanted to mention just a few more of your staff that we really appreciate: Todd Zins (carpenter) Mike Mumey (plumber), Ron Mikel (painter), and Jeff Nettleton, (electrician) and Jeff Schmidt (Custodial Supervisor). These are the people I work with the most and they are complete professionals. Keep up the great work!”
These are the kind of team efforts needed to keep our customers happy. Thank you Mr. Stone, Mr. Zins, Mr. Mumey, Mr. Mikel, Mr. Nettleton and Mr. Schmidt!
Keep up the good work.
Mike
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