Simplify Your Service Request Process
What Is A Service Request (Work Request)?
A Service Request sometimes referred to as a Work Request, provides communications and management of services needed, allowing you to streamline request intake and maximize work performance efficiency. The Service Request Module in a CMMS (Computerized Maintenance Management System) provides customers with a quick and easy form to fill out from a computer, smartphone, or mobile device, ensuring accessibility across all platforms. This intuitive system allows for faster response times, better prioritization, and more accurate documentation of service needs, ultimately enhancing productivity and reducing downtime. With real-time updates and notifications, your team can efficiently manage requests, improving overall maintenance and operational workflows.
Difference Between A Service Request And An Incident
A CMMS Service Request Interface gives users the ability to communicate between the maintenance team and other departments across organizations
CMMS work order management software is used to generate work requests and automates work order activation, assignment, processes, and distribution to ensure that work orders don’t fall through the cracks. A flexible maintenance calendar provides a snapshot of upcoming work orders so that you can plan for the days or weeks ahead.
Importance Of A Service Request
The main objective of the Service Request Module is to be able to organize and manage service requests, streamline processes, and increase performance efficiency. To be successful, the Service Request form has to be convenient, easy to use, and accessible from a computer or mobile device.. A well-structured service request system minimizes communication gaps, ensuring that all maintenance tasks are properly documented and prioritized. This not only enhances overall workflow efficiency but also improves response times and customer satisfaction.
Examples of Service Requests
Employees, vendors, or customers can all submit service requests. Depending on the industry, size of the company, and size of the maintenance team, service requests can be classified in a variety of ways. Below is a list of a few different maintenance requests.
Type Of Requestor
- Tenant Request: HVAC stops working, clogged drains, something leaking, running toilet, light bulb needs replacing, drywall repairs, painting, etc.
- Employee Request: Broken furniture, moving furniture, relocation, burnt-out lights, carpet repair, chair repair, etc.
- Machine Operator Request: Machine stops working, fluid leaks, breakdowns, etc.
Type Of Businesses\Organizations
- School Request: Fields, restrooms, classrooms, laboratory maintenance, spills, etc.
- Park Request: Turf, landscaping, sign repair, road repair, broken benches, etc.
- Industrial Request: Furnaces, boilers, conveyor maintenance, lights not working, etc.
Best Practices For Managing Service Requests
The following suggestions can help you enhance your service request management process.
Invest In Service Request Management Software
Without a formal system in place, managing service requests is difficult, if not impossible. Both administrators and requesters can benefit from the one system for submitting and managing service requests provided by service request management software. The service request management features of computerized maintenance management system (CMMS) software are commonly used by maintenance teams to manage requests.
Make It Simple To Submit Requests
Provide requesters with an easy way to submit service requests to the maintenance team.
Requesters should to be able to complete the form with ease and provide you with the necessary details you need to respond to the request.
Service Request Notifications Should Be Automated
Many maintenance teams struggle with communication, especially when it comes to following up with requesters. People who need maintenance help want their requests acknowledged and to be informed when they will receive assistance. CMMS software automatically sends status update notifications to requesters, providing such transparency. eWorkOrders CMMS Customer Portal gives requesters the ability to always see the status of their jobs, and does not require an ID or password. This eliminates a lot of phone calls to maintenance teams trying to find out the status of work that needs to be done.
Set Service Request Priorities
It is not a good use of maintenance resource time to respond to service requests in the order they are received. The maintenance team is forced to prioritize small chores when there are more pressing demands, when requests are handled on a “first come, first served” basis. Instead, order requests according to their seriousness. Emergency, high, medium, and low are typical priority levels. The specifications for each level should be established and followed.
Review Common Service Requests On A Regular Basis
It is feasible to search for trends in what maintenance problems recur by looking back at previous service requests in a CMMS. There is a chance to lessen problems if they repeatedly occur by performing more preventive maintenance (PM). It is simple to modify the maintenance plan to suit your needs when service requests and preventative maintenance data are combined in a CMMS.
Use KPIs to Optimize Service Request Management
One of the most powerful tools built into CMMS software is metrics and reporting. This is your opportunity to learn from past successes and failures, take predictive measures, and to communicate this data across your organization. You have control over what reports are generated, how often they are generated, and who gains access to this information.
Benefits Of A Service Request
- Tenant Request: HVAC stops working, clogged drains, something leaking, running toilet, light bulb needs replacing, drywall repairs, painting, etc.
- Streamlined Service Intake: Simplifies the process of requesting services, ensuring faster response times.
- Improved Work Order Accuracy: Reduces errors and ensures proper documentation of service requests.
- Enhanced Communication: Facilitates better communication between team members and stakeholders.
- Optimized Service Management: Improves the organization and prioritization of service requests, leading to more efficient management.
- Faster Issue Identification: Helps quickly identify and address problems to minimize downtime.
- Automated Routing: Automatically directs service requests to the right personnel or department, speeding up resolution and reducing manual tasking.
- Customer Portal: Provides customers with easy access to submit and track service requests, improving self-service options and customer satisfaction.
