The challenge
- Keep every community and tower at international FM standards, to keep attracting investment and protect the resident experience.
- Manage a very large base of assets, subcontractors and services in one system that was flexible and still easy to use.
- Raise work orders automatically, in real time, from BMS and IoT alarms.
- The CAFM products on the market were rigid, maintenance-only tools. None of them covered the resident experience, service provider efficiency and an independent check on maintenance quality together.
The solution
Reflexion CAFM with the mobile apps, the audit and inspection solution and add-ons, integrated with the developer's ERP, CRM, telephony (CTI), owners' association management system (OAMS), BMS and IoT platforms.
- Asset register
- Helpdesk
- Reactive, preventive, predictive and corrective maintenance
- Subcontract management and subcontractor portals
- Technician mobile app
- Service request app for residents
- Audit and inspection management
- Incident management
- Lake inspections and essential services
- Inventory management
- Dashboards and reports
The results
One live record for every stakeholder
Residents, helpdesk agents, contractor dispatch teams, technicians, supervisors and management approvers all work from the same live data, each through their own portal or app. There is one version of the truth for every party.
PPM that schedules itself
SFG20 or custom task sheets are auto-scheduled on a 52-week calendar to make the best use of resources. Contractors get an SLA tolerance by frequency (plus or minus 7 days for monthly tasks, 15 days for quarterly) and missed windows elapse automatically, so nothing is scheduled or chased by hand.
Contractor performance nobody can dispute
Each contractor's performance score is calculated every day from weighted SLA and KPI parameters, using data from maintenance, quotations, audits and inventory. Management and contractors can drill down to the exact work order behind every miss.
Dispatch without dispatchers
Contractors and their technicians are allocated automatically, 24x7, wherever the rules allow, without waiting on a coordinator.
300,000+ assets, one scan away
QR-coded assets let technicians and inspectors raise a work order, pull the maintenance history or see open jobs on the spot. Cost, warranty, condition and movement are tracked per asset and feed sinking fund budgeting.
Residents report issues without calling
The service request app captures each issue with photos and location, so requests arrive complete and the helpdesk spends less time on the phone.
A technician app that removes guesswork
Technicians get live job details and update status, photos, location, time stamps, customer ratings and material bookings from the field. Check-in and check-out for the lead technician and team shows duty, travel and idle hours.
Independent checks on quality
Inspection templates for ISO, OHSAS, technical, night, pool, lake, landscaping and security rounds give the developer its own check on compliance and service quality, separate from the contractors.
