Communication and Technology
Back in 1997, eBuildingservice president, Kirk Beck, had the idea of creating
a web-based, technology-assisted facility maintenance
organization. At
that time, the software and technology required would have cost more than
one million dollars. Over the next few years, he continued to explore the
possibilities, and finally, by 2006, the technology became manageable and
affordable -- and eBuildingService was formed.
eBuildingService does not rely on technology to avoid direct and personal
communication, rather our systems enhance direct communication.
Instead of the customer calling the office, the office paging
the technician, the technician talking to the supervisor and then the supervisor
calling the office and then someone finally getting back to the customer
(or not), here’s how our various communication systems enhance customer
service, communication and efficiency:
Handheld Devices- Every single person at eBuildingService – technicians
and supervisors alike --carries a handheld communication device
at all times. This device enables:
Direct Phone Communication, so that
- constant, real-time communication with the field, so that a technician
can be reached at all times
- additional details or descriptions
of the problem or location can be communicated directly
- other
services at the same location can be handled in one call
- a
supervisor can guide or support any service work if needed
- the
technician can call with questions or for clarification or
approvals
- a customer can call the technician directly to find
out if they’re
on their way, onsite, what they’ve found or for any other information
GPS & Mapping - The handheld device is also a GPS so there is never
any question about finding a job location. The device provides
directions, the quickest route, or alternate routes in case of traffic,
road closures or detours.
Internet access so that finding the nearest supply house for
a part is a mouse click or a phone call away
eSR Access - Most important, the handheld allows each and
every employee – and all our customers – 24/7
access to
the online web-based job tracking system
eServiceRequest (eSR)
Our amazing eSR system is state-of-the-art technology applied
to the building maintenance and service industry to revolutionize how
general building services – as well as HVAC services, lock and
key services and emergencies, and tenant finish are handled.
No more wondering if the technician has been to the job, what he or she
did while there, if the job is completed, if a part is on order, when it’s
expected, the history of service calls, WHO is handling it, who the supervisor
is, what the estimated cost is. Now, ALL of that information is available
to our customers with the point and click of a mouse, 24
hours a day, 7 days a week from any location.
How Does eSR Work:
- Every customer is given a private access code
- The code allows customers
to log on to their account and their customized home page.
- From
that page, with simple point-and-click technology, the customer
can log on any time, and check job status online 24/7. Customers
can see what was done, when it was done, by whom and whether
the job is complete or waiting for a part or a follow-up service
call.
- Clients can also see who their technician is and can call
or send an e-mail directly.
- Information can be accessed by
customer, by property, by the nature of the service or by technician.
- Each
job has a timeline and a real-time status update. Job pages
also include technician and supervisor job notes as well as
cost estimates and proposals if applicable. The technician’s
time card is also visible so clients can see how much time
was actually spent on the job.
- Say goodbye to the frustration
of not knowing the status of your jobs. Did the locks get replaced
at Unit X at Property Y? Log on and check! Wasn’t the belt in
that HVAC unit replaced in the spring? Log on and
check. Who
did the last lock replacement at Property Z because you’d like
to request him again or have a question? Log on
and check. Has someone been out to shovel the sidewalks yet? Log
on and check! Is the gushing sprinkler repaired? Log
on and check! If you’re
a property manager and a tenant calls for status, you don’t even
need to put them on hold. Just log on and check.
- You can even
ORDER work online. As soon as your service request is input,
the supervisor is immediately notified of the service request.
When a tech is assigned a ticket they get electronic notification,
Any time a client adds a message, the supervisor and tech both
get an instant electronic notifications that there have been
updates or additional information/instructions added to the
job page.
- Clients can see cost estimates online and accept the
estimate and approve the work.
- You can also cut and paste
e-mails into the system.
- We’ve just added a feature so now files
and photos can be attached. If a technician is on site, they
can take a picture and upload it so that the customer or supervisor
can actually SEE what the tech is talking about. Clients can
also send pictures of a problem area, or, for example, of where
on the property they want a sign installed or where in the
lobby they want new lighting, etc.
- Once the technician reports
that the service call is done, a supervisor reviews the file.
No job is considered complete until after a supervisor has
reviewed and approved the work.
eSR is user friendly for everyone, customers, clients, service managers,
supervisors and the technicians themselves, who input relevant information
after each service call.
For a free customer demo give us a call, call or click
here for more information about our revolutionary eSR system.
Click
here to sign up Today!
-or-
Call Us Today to Find Out More or To Give Us A Try
303.592.1055
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