The challenge
- Enquiries and estimates were poorly managed, and quotations were slow to go out and hard to track.
- There was not enough data to see which customer contracts made money.
- The existing technician app did little beyond the basics.
- Clients had no portal of their own, which created a trust gap and made renewals harder.
- Out-of-scope work was lost as information passed by hand between technicians and coordinators.
- There was no system to grow into energy management, inspections or smart metering.
The solution
After evaluating UAE-based and international CAFM systems, the company chose Reflexion CAFM with the mobile apps, the inspection solution and the security guard solution, configured around its existing operating processes rather than forcing new ones.
- Customer contracts, locations and assets
- CTI-integrated helpdesk
- Reactive maintenance and PPM
- Subcontractor management
- Technician mobile app
- Customer app and portal
- Inventory management and asset tagging
- Utilities management
- Dashboards and reports
- Integrations with ERP, BMS, IoT and WhatsApp
The results
Enquiry to quotation in one flow
Every enquiry, from every channel, lands in one place and is tracked through estimation, quotation and client approval. Technicians can price out-of-scope work on site from preset rate cards and share the quote with the client from the app.
Profitability visible per contract
Revenue is analysed automatically from contract income and one-off service income, against manpower and material costs captured on each work order.
Smarter dispatch
Jobs are auto-allocated by duty roster, skill set, workload and distance to the customer. Live technician location and punch in and punch out show work, idle and travel time per technician.
Clients see the service they pay for
The customer app and portal let clients raise requests, follow live status, approve quotations and rate each job, so renewals start with a record of what was delivered.
SLAs tracked before they are breached
SLA timers notify helpdesk coordinators and technicians in time to act, which improved compliance and reduced escalations and penalties.
Better cash flow
Automatic reminders for invoice dates and early renewal notices improved cash flow, forecasting and profitability.
