Example workflow · Facilities Management
A facilities services company runs 600 client sites from one command center
Illustrative scenario using sample data. Not a documented customer result.
Contracts promised SLAs the operation could not prove. We build a command center that sees every ticket, technician and asset across 600 sites, and lets the client see it too.
The situation
The help desk logged tickets in one system, technicians worked from another, and building alarms arrived by email. SLA reports were compiled by hand at month-end and disputed by clients.
Leadership wanted to win larger contracts on proven performance, but could not show live SLA status to a prospective client.
Where the work was leaking
- Building alarms emailed to the help desk and re-logged as tickets
- Technician status updated by phone call
- SLA clocks calculated in spreadsheets after the fact
- Client reporting assembled manually per contract
What we do in this situation
Phase 1 · Blueprint
We map the life of a ticket from alarm or call to close-out, and every SLA definition buried in client contracts.
Phase 2 · Build & Link
Alarms create tickets automatically, scheduling assigns the nearest qualified technician, and the command center shows SLA risk across every site in real time. Each client gets a portal with its own live view.
Phase 3 · Operate
We run the command-center platform around the clock with the client’s help desk, and tune routing rules monthly.
The command center became part of the sales pitch: prospects could watch the operation running.
Illustrative scenario using sample data. Not a documented customer result.
Want this map for your operation?
Every engagement starts with a fixed-price Blueprint. It's yours whether or not you build with us.