Solution

The Conssero on-line web application provides real-time communication between clients, contractors/service providers and tenants/occupiers. Real-time communication is extended on to the sites themselves using our unique Site Terminal which comes in the form of either a touchscreen PC, ruggesdised web kiosk or simply a standard tablet computer running the STkiosk app.

A New Approach

This is not a client-focussed Computer Maintenance Management System (CMMS), nor is it a service provider/contractor-focussed Maintenance Management System.

The Conssero application offers a new collaborative solution to the problem of tracking job workflow across organisational boundaries and works alongside existing legacy systems. It also works in multiple languages, currencies and time zones.

Instead of ad-hoc emails and phone-calls this allows all standard requests and responses between parties to be instigated with simple point and click actions which automatically embed all the relevant equipment, location and order-reference details.

Standard requests and responses include:

• Site Request (Occupier to client Site Representative)
• Work Order Request (Site Representative to Service Provider Call Centre/admin office.)
• Work Order Approval Request (Call Centre to Site Representative)
• Work Order Approval (Site Representative to Call Centre)
• Work Order Assignment (Call Centre to field Work-Team)
• Work Order Completion (Work-Team to Site Representative)

The precise workflow can be modified for a particular type of equipment so that, for example, in some cases Occupier fault reports may pass direclyt to the designated Service Provider. In this way the system knows which stage each and every job is at and who is on-site at any time. Additional messages which do not progress the workflow (such as queries or explanations) can also be created and will be kept as part of the audit trail for the relevant job.

By holding data on the Key Performance Indicators (KPIs) or Service Level Agreements (SLAs) for each piece of equipment and service (eg cleaning, plumbing etc), the system updates performance measurement as each job is completed, enabling “real time” performance monitoring  via an online dashboard and the ability to generate reports.

The system tracks all the workflow with “Site Requests” or “Work Orders” which are visible to all relavent parties. Generation of these are easy for the user and are automatically routed to multiple parties where needed. This means that workflow visibility and performance reporting are all now available with reduced administration, leaving both site and office personnel more time to concentrate on delivering their part of the process.