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| home . glossary . faq | |||||
| Frequently Asked Questions (FAQ) |
| A) What is the ServCtr Service? B) What are the hours of operation? C) How do Tenants get in contact with ServCtr? D) What if a Tenant wants to call the Property Manager or the site manager? F) What happens if there is an emergency? G) I am having problems viewing your reports
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| A) What is the ServCtr Service? ServCtr is a central tenant service contact centre. It is built on a technology platform that provides both an extended hours service request team and a 24 x 7 Web Self Serve portal. Since all routine activities are handled according to the property manager's (and tenant's) specific decision rules, service through ServCtr is consistent with the tenant's expectations irrespective of the time of day or the type of contact.
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| B) What are the hours of operation? For Base Service, the service centre is staffed 12 hours per day, 5 days per week (7:00 am - 7:00 pm (Local Time), Monday through Friday). After hours, callers receive the option of leaving a message or transferring to a security desk if they need immediate assistance. |
| C) How do Tenants get in contact with ServCtr? Tenants have more than one way to contact (and be contacted by) ServCtr.
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| D) What if a Tenant wants to call the Property Manager or the site manager? There is absolutely nothing standing in the way of tenants contacting building staff or the property manager directly. In fact, if a strong relationship exists that may be the best thing for a tenant. In that case, the property manager, assistant or operations person can either input the request into the system directly or they can call ServCtr and give them the details over the phone.
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| E) How does ServCtr work? A tenant or other user contacts the centre via telephone (using the central number) or by email, fax or over the web. Once in contact, the user simply makes their information or service request directly to the Building Service Co-ordinator (BSC). If the request is for routine information, the BSC simply answers the question & logs the transaction for future tracking. If the request is for routine service the BSC executes the request and a Work Order (WO) will be generated and routed to the appropriate service provider. Of course it doesn't end there because the service provider has to accept a pre-set deadline for service completion (based on the specific service type, tenant, time of day, etc.). Assuming that the service provider does accept, it's business as usual. The system will update the job status to "In Progress", which the user can check on the web at any time, and the service provider will complete the activity and close out the WO via contact to the service centre. If the WO is closed before time runs out, the status will be updated as "Resolved" and the BSC will later put in the final comments and cost information prior to closing completely. If, on the other hand, the time runs out and the WO still isn't closed, the system will automatically notify the Property Manager as well as anyone else who has been pre-selected for notifications. In ServCtr terminology, missed deadlines are referred to as exceptions, and the priority immediately becomes informing key stakeholders so that exceptions don't go unnoticed. ServCtr can't stop things from going wrong, but it can stop things from falling between the cracks. As with missed deadlines, exception requests are escalated to ensure that notification is assigned to the right person. Typically these requests are routed either directly to the property manager or to the manager's assistant.
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| F) What happens if there is an emergency? If there is a life/safety emergency at your building, the ServCtr BSC taking the request will log off the system and focus 100% on the situation. The BSC will follow the emergency procedures for the building (pre-set by property manager), and receive and dispatch orders according to the rules that the manager has set. The BSC will not log back onto the system until the building emergency situation is fully resolved or responsibility for the situation has been fully transferred to the property manager or their specific designate. |
G) I am having problems viewing your reports SynchroSERV uses Crystal Reports to deliver dynamic reports to your desktop. Further information for troubleshooting the installation of the viewer for these reports can be found here. |
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