Job Management for a Facilities Company
Facilities management platform with job dispatch, SLA tracking, contractor coordination, asset management and client reporting. Replaced email-based job coordination.
Commercial facilities management company — maintenance and operations
A WA facilities management company servicing 40+ commercial properties — offices, retail centres and industrial sites. They managed reactive maintenance, planned preventative maintenance, contractor coordination and asset management for their clients.
Jobs came in by email and phone from property managers and building occupants. A facilities coordinator triaged each request, created work orders in a spreadsheet, dispatched contractors by phone or email, tracked completion via follow-up calls, and compiled monthly reports manually.
What needed to change
SLA tracking was manual and unreliable. Contracts specified response and completion timeframes by priority level. But tracking SLA compliance against hundreds of jobs in a spreadsheet was impossible. The company only discovered SLA breaches when clients complained.
Contractor coordination was chaotic. 30+ subcontractors received jobs by email or phone call. There was no way to see which contractor was available, how many open jobs they had, or whether previous work was completed. Follow-up calls to check on progress consumed hours daily.
Client reporting was painfully manual. Monthly reports required compiling data from the job spreadsheet, contractor invoices and email correspondence. A single client report took 4–6 hours to prepare. With 15+ clients requiring reports, the admin burden was enormous.
What we built
A facilities management platform with automated job dispatch, SLA tracking, contractor mobile app, asset register and automated client reporting — all in real time.
Job Management
Jobs logged via the portal (clients) or triage queue (email/phone). Automatic priority classification and SLA timer start. Workflow from lodgement through dispatch, completion to invoicing.
Contractor Dispatch
Jobs dispatched to contractors based on trade, location, availability and performance history. Contractor receives the job on their mobile app with all details and SLA deadline.
SLA Dashboard
Real-time SLA tracking across all jobs and clients. Traffic light indicators — green (on track), amber (approaching deadline), red (breached). Escalation alerts before breach occurs.
Client Reporting
Automated monthly reports — jobs completed, SLA performance, preventative maintenance status, cost summary and asset condition. Generated with one click from live data.
How it works
Job lodged
Client logs a job through the portal or emails the triage queue. Facilities coordinator reviews and confirms priority. SLA timer starts automatically based on the contract terms.
Dispatched to contractor
System recommends the optimal contractor based on trade, location and availability. Job sent to the contractor's mobile app with site details, scope, photos and SLA deadline.
Contractor attends and completes
Contractor checks in at site via the app. Completes the work. Uploads before/after photos and completion notes. Clocks out. Job status updates in real time.
SLA tracked and escalated
Throughout the lifecycle, SLA timers track against response and completion targets. Approaching deadlines trigger notifications. Breaches escalate to the account manager.
Client report auto-generated
At month-end, click to generate the client report. Job summary, SLA scorecard, cost breakdown, asset updates and preventative maintenance status — all compiled automatically from live data.
Measurable outcomes
We went from hoping we were meeting SLAs to knowing in real time. Last month we hit 95% compliance across all clients — and when something is at risk, we know about it before the deadline, not after. The automated reports alone saved us 2 days per month.
How we delivered it
Operations Analysis
2 weeksMapped the full job lifecycle from lodgement to invoicing. Documented SLA structures across client contracts. Interviewed coordinators, contractors and clients to identify the biggest pain points.
Platform Build
5 weeksBuilt the job management platform with triage, dispatch, SLA tracking and client reporting. Developed the contractor mobile app with job receipt, completion and photo capture.
Integration & Reporting
2 weeksIntegrated with Xero for invoicing, Google Maps for contractor routing, and built the automated client reporting engine with configurable templates per client.
Rollout
1 weekMigrated open jobs from the spreadsheet. Onboarded contractors with the mobile app training. Launched with 5 key clients, then rolled out the remaining portfolio over 2 weeks.
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