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Facilities Management Technology Survey – The Results

Workforce efficiency and delivering excellence in customer service continues to be a
major challenge for many Facilities Management companies. One of the main reasons
for this is that many FM organisations are still relying on disparate, legacy systems that
can no longer manage not only the growing volumes of service requests but also the
growing complexity and demand from customers.

Customers are now demanding a higher quality and more efficient service delivery
than ever before and they want to be able to have full visibility and control over their
service requests. Whilst many organisations have started to implement new systems
and solutions to overcome this challenge, they often implement these technologies as
standalone systems and therefore still struggle to manage the end-to-end service delivery
process, with the gaps in between systems being plugged by manual tasks which
cause delays and errors.

To find out the current use of technology in the FM sector, mplsystems and Facilities
Management Journal undertook a research project throughout September 2015. The
survey included 9 questions which would help establish what different systems businesses
are using, the capability of their current solutions and the biggest challenges
organisations face when implementing new technology for service delivery.
The survey was hosted on the FMJ website which led to over 250 professionals from
the facilities management sector taking part. These organisations included a range of
different sized businesses however the majority of respondents were smaller businesses
with 25 or less field based workers

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