Facility Management: Intelligently Coordinating Maintenance Requests

A facility management provider with 250 employees manages 45 commercial properties — office complexes, logistics centres, production facilities. Around 1,800 maintenance requests and fault reports arrive each month. Coordinating between tenants, technicians, subcontractors, and owners was an organisational headache: information scattered across emails, WhatsApp groups, and spreadsheets.

Emergency call-outs outside business hours cost three times as much as planned maintenance. The proportion of unplanned emergency interventions stood at 32% — too high.

Confidential Building Data Stays In-House

Building plans, maintenance histories, lease agreements, and technical documentation are confidential. External cloud services without a clearly defined server location and data processing agreement were not considered.

Intelligent Maintenance Coordination with SoverIQ

SoverIQ Stack is connected to the CAFM system (Computer-Aided Facility Management) and building documentation:

• Triage incoming reports: fault or maintenance request? Urgency? Responsible technician?
• Predictive maintenance: use maintenance history and manufacturer data to plan which systems need attention and when
• Technician dispatch: optimal scheduling by location, qualification, and priority
• Tenant communication: automatically send status updates, appointment confirmations, completion reports
• Equipment manuals: technicians ask via app: “How do I replace the membrane on system type XY?”

Results

Proportion of unplanned emergency call-outs fell from 32% to 14%. Average response time to fault reports: from 4.2 to 1.1 hours. Cost per maintenance unit fell by 23%. Tenant satisfaction with building services: from 3.3 to 4.1 out of 5.