Campus Facility Services Employs New Technology to Improve Customer Service

INDIANAPOLIS - Campus Facility Services (CFS) has implemented a new way of communicating with the service maintenance and building services staff using wireless devices from MobileFMT that can direct people to problems across campus with "push to talk" technology.

The challenge for CFS was how to improve service methodologies and enhance delivery service while doing it cost-effectively. To help achieve this goal, CFS implemented a paperless, automated process that utilizes wireless networks to manage work orders and time cards. Over 80 technicians are using the wireless devices to manage their work orders and submit their time daily. The device also replaces the radios that CFS has carried for years.

Darrell Marcum, Zone 6 HVAC Technician, commented that "the push to talk feature is great. I really like the fact that Building Services and Maintenance can communicate easily. It really helps us work as a team."

Technicians can select the work order to open, look at all the background information on the work request, follow instructions to do the work, and ultimately transmit back the status of the work order. At the end of the day, each technician has the ability to review, approve and submit the daily time card from the wireless device.

"We have achieved cost savings and improved service to our University customers as a result of the use of MobileFMT Instant," stated Russ Woodard, IUPUI Maintenance Project Manager. "The use of MobileFMT Instant will pay for itself by decreasing lost charge backs, reducing the manual data entry, time card processing time and paper cost."

Emily Wren, Assistant Vice Chancellor for Facilities, stated that she is proud that CFS is on the cutting edge of technology and excited about the service enhancement that this new technology provides.