Increase Work Order Efficiency Through an Improved Call Triage Process

OVERVIEW

Typically, when you run into a maintenance issue, you dispatch your vendor partner’s work order, who then sends out a technician to help resolve your maintenance issue. However, even with the technician’s help, the issue may still linger, and if the tech isn’t doing their due diligence, it may not get resolved entirely.

When you connect with the right FM partner, you’ll notice key differences between an ordinary vendor dispatch system versus a Vendor Partner that encourages a Call Triage process. A call triage process goes a step above and beyond just sending out a technician, allowing for more first-time repair visits and less time and cost spent on the repair.

Scoping out the cause of the issue is the main priority before any dispatch of service.

The Biggest Difference Starts From the Beginning

When you partner with a national FM Partner, you’re essentially getting an extension of the client’s facility department. Therefore, you’re going to realize companies like this act in your best interests from the very beginning.

How so? For example, if you find an emergency leak or repair scenario, the first intuition isn’t just sending out a technician. Scoping out the cause of the issue is the main priority before dispatching the service. Breaks and damages aren’t isolated problems, and they can come from various sources. It takes a skillful approach to identify the problem to apply the correct solution.

Call Ferrandino & Son at (866) 571 – 4609 or email sales@ferrandinoandson.com to inquire more about how we can effectively support and solve your emergency repairs.

Ask, and You'll Receive

To scope out the work order and immediately define the problem, your partner has to ask the right questions. Asking the right questions is probably the most critical step within a call triage process.

For example, suppose your facility is reporting a leak. In that case, questions could range from the location of the leak, noticing any other surrounding causes, prompting to shut off the main water valve, and other short-term solutions before a dispatch.

This beginning step is to quickly cover the basics and gauge the work order’s priority level quickly, eliminating extra time and additional repair fees.

Having the right triage process is not about the difference in customer care than the competition, but rather about providing results, which creates a valuable experience.

Inspire Expectations Through Solid Delivery Methods

After you identify the repair’s exact cause, it’s now time to choose the right technician who has the qualified skills and equipment to fix the problem. You can almost guarantee that a company that takes the time to initiate a complete call triage process for their work orders evaluate their vendors accordingly, limiting a lack of knowledge and usage of faulty replacement parts.

As a result, identified issues treated as emergencies are now regular service requests, which minimizes a small repair from becoming an extensive repair. Having the right triage process is not about the difference in customer care than the competition, but rather about providing results, which creates a valuable experience.

Time is money, and there’s no doubt about it. When running into roadblocks, streamlining your repair needs to obtain faster results is critical to managing your maintenance budget. You don’t want to settle for an incomplete call triage process because that can inevitably create delays in the repair through unqualified technicians and paying overtime for downgraded work.

Through a clearly defined triage strategy, clients reap the benefits of a reliable solution and gain valuable experiences to strengthen their future business relationships.

CONTACT US

Are you searching for best in class solutions for your next emergency repairs? Please email us at sales@ferrandinoandson.com to connect with one of our specialists today!
Phone: (866) 571-4609