Facilities Service Request Software, Customer Portal

What is Facilities Service Request Software?

Facilities departments are used to fielding a wide variety of work requests: from too hot/cold issues, to broken elevators, to plumbing issues, renovation requests and so much more. It used to be that these requests came in the form of calls or physically completing a work request form. Large organizations even have a facilities call center to triage and manage these inbound requests. With technology advances, paper forms and phone calls have been replaced with online forms, and online forms have been replaced by customer service portals.

Facility Service Request Portals are an online application for customers to submit service requests to a facilities organization. The web application features an entry form to collect the who, what and where of the request and transmit to the facilities organization for review and approval by a customer service team. As the request advances through the workflow, the Facility Service Request Portal updates customers of the status of the request.

Easy Online
Requests

24/7
Self-Service

Scales for
Peak Demand

Capture Critical
Information

Improve
Customer Service

Keep Stakeholders
Informed

Customizable
Workflows

Our Unique Approach

Improve Communication

Engage Requests is a user-friendly, integrated facility service request solution that improves communication across your organization and speeds up request to resolution.

Engage connects the requester, facilities department, and technicians in the field for each service request. The system creates clarity and enables near real-time communication, so everyone remains in the loop as work is planned, scheduled, and executed.

Improve Customer Service

Engage Requests allows you to create customized templates for different facility service requests that:

Streamline the request form and make it easy for your customers to complete
Ensure you capture complete information depending on the nature of the request, which saves reaching back out to the requester
Route requests appropriately for approval and completion
Keep all stakeholders (including the customer) informed of progress and status changes

Custom Workflows

The workflow engine in Engage Requests is incredibly sophisticated and allows you to:

Create custom workflows with an easy-to-use, drag-and-drop workflow designer
Ensure requests have funding approval (if applicable) before any work proceeds
Conditionally generate multi-trade work orders when necessary
Dynamically route by property, location, account, and many other data elements

End-to-End Solution

FacilityForce provides a comprehensive, end-to-end solution for facilities management including the ability to:

Capture complete details via a sophisticated online request engine (Engage),
Enable map-centric asset management with the embedded power of Esri ArcGIS (Locate),
Route requests according to your business processes for approval, schedule and allocate the necessary resources (Operate),
Dispatch to field personnel who use mobile apps to locate the job, order parts, log time and complete the work (Perform),
Track complete costs and performance metrics across your organization (Analyze),
Leverage standardized tools to streamline processes and exchange data with other systems (Automate).

Testimonials

We have turned inefficient and outdated government processes spread across loose excel files, on multiple staff computers, into a reliable centralized location with data viewable by all of our executives at any time.

Thomas Miller - Chief Real Estate Officer

We now have one place to see a complete picture of all our properties' and assets' true cost burdens.

Tim Corbett - Chief Deputy Director

FacilityForce's AssetSync has enabled us to institute a very streamlined process. Our field techs love it and it's saved us a significant amount of time and money.

Facilities Service Request Software

What is Facilities Service Request Software?