“Meeting our internal customers’ needs today for basic and preventive maintenance by electronically generating work orders was the core functionality we required,” explains Paul Quinn, CIO at Duke Realty Corp. “When you’re managing multiple properties throughout the country,” says Fidazzo, “having a CMMS is really a necessity.” Identify Current/Future Functionality Key to this, according to Rajat Relan, senior systems analyst, “is the CMMS vendor they must have a thorough understanding of property management so they know and can quickly adapt to marketplace changes.”Īs the company’s director of national operations, Tom Fidazzo points to specific components within this process as important: the ability to easily access current and historical work order history and to organize, track, and seek reimbursement on billable services, regardless of geographic location, upon completion. This required mapping different, regional processes to streamline and standardize them. “One of our goals in implementing a CMMS was to ensure consistency nationwide for our tenants,” stated Mike Dwyer, senior vice president, Opus Northwest Management. spans the nation with its five regional operating centers. and it’s so easy to do.” Analyze Existing Processes Thoroughly “Since customer satisfaction is so crucial to our company,” says Brown, “we can view up-to-the-minute how we’re doing.
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Or, if a customer prefers, a phone call, which is also tracked in the system. To ensure the highest level of customer satisfaction, they use their CMMS to send tenants a customer satisfaction survey via e-mail. Today, Liberty’s property managers access reports daily to track open serv-ice requests, completion times, and outstanding requests. “For example, we were seeking data that would give us the ability to make better equipment decisions in order to lower operating costs for our customers.” “Management reporting capability was a critical consideration,” explains Laurie Brown, senior vice president and director of property management at Liberty.
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Liberty Property Trust’s management team looked for a smart investment in CMMS technology to manage 60-plus million square feet of space and keep 2,100 customers happy.
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Many are turning to a Computerized Maintenance Management System (CMMS) to solve these issues.Ĭorrigo asked three property management customers to share one criterion used when they look for a solution. Regardless of size, companies must gain insight, control, and coordination with their field service personnel and vendors who do the maintenance, installation, and repair.