FSI continues its market-leading drive to be @ your service
15/10/21 | Rebecca Drewett
How @yourService app-based technology from FSI is improving residential and workplace wellbeing
Since the far-flung days of playing Snake on a Nokia 6110, the world has grown up with apps that fit comfortably in the palm of our hands. No longer futuristic and revolutionary, these are as familiar and comfortable to modern society as an old pair of shoes.
However, while apps themselves are now conventional for many, innovation continues in how this technology is applied. In this instance, how it can greatly influence the wellbeing and user experience of residents and employees, and how they engage with their FM teams and wider communities.
Here, FSI’s Karl Broom (Territory Sales Manager) and Tony Green (Technical Sales Manager) explain @yourService, the app-based technology that represents a new era in customer engagement, and outline the benefits these solutions present to both FM teams and end-users.
Why now is the time to turn to app-based technology
Most people today have a mobile-first mentality. For FM and building management teams to effectively connect with employees and residents in their ecosystem, it must be in a way that’s familiar to them.
“Previously webpage portal interfaces could be quite stifling and restrictive in terms of accessibility,” explains Broom. “Today’s building managers should now prioritise a mobile-first approach to get into the hands of end-users and serve their communities directly.”
“It’s about empowering users – both in residential and workplace environments – to connect to their communities and complexes.”
This ongoing trend has been accelerated with the events of the global pandemic in two distinct ways:
- Many employees are being reintroduced to the workplace
- More people are actively choosing to work from home
In the first instance, employees are more aware of their health and wellbeing at work than ever before. Access to apps that immediately make relevant teams aware of issues, and allow employees to track their progress, offers a vital layer of reassurance.
“It is increasingly important that employee end-users have a mechanism to instantly report cleanliness and hygiene issues, wherever they are, highlighting these directly to their building management teams,” says Broom.
“This technology gives them a voice, ensures it’s heard by the relevant teams, and actively supports their overall wellbeing.”
Additionally, with more people working from home, it is crucial building managers can look after their wellbeing at all hours. This potential challenge is alleviated by apps that empower users to directly engage the services or information they need at any time, from any location.
“There’s also a growing need to provide services to people wherever they are,” explains Green.
“People may be in the office, at home, off-site, etc. This technology enables them to make requests, track activity and highlight concerns wherever and whenever necessary.”
Fundamentally, by communicating with and engaging users in a style that resonates with them, @yourService and app-based technology has the potential to unlock numerous advantages for both FM teams and end-users.
Direct service payments
First, there is the potential of introducing value-added services for end-users that weren’t feasible without access to this technology.
Say an employee calls the helpdesk to order food to their office, or a resident rings the building manager to get their clothes dry-cleaned. Traditionally, they wouldn’t have the technology in place to charge for these services themselves.
Instead, they would need to contact the person back or direct them to another person who can handle their request. More time-consuming for the helpdesk, more inconvenient for end-users.
App-based technology can prevent this wasted time and effort, and unlock new revenue streams to building managers. For example, @yourService includes a payment gateway where users can directly request, book and pay for services.
This is much simpler for residents and employees. No back-and-forth with helpdesks or being redirected to third-parties. They can manage everything in one place with just a few taps of their phone, vastly improving their experience and wellbeing.
For FM teams and building managers, it unlocks a world of possibility for new revenue streams that wouldn’t have previously entertained:
“This really opens up an organisation’s capabilities to provide services and support to end-users that you couldn’t possibly have done conventionally because of the logistical difficulties,” describes Green.
“Now users can pay at the point of requesting the service, making it much more streamlined for teams to provide that service.”
Better booking options
As well as swifter payment for services, @yourService can make it infinitely easier to book these at ideal times.
Traditionally, a service request is made, then fulfilled within a certain period of time. This was fine for a while, but it didn’t offer much flexibility to either FM teams or end-users on when tasks would actually take place.
By presenting a clear, easy-to-use interface to book a definitive time slot for a service, users can align these with their daily schedule. If they want to book a car wash to finish an hour before they drive home from work, they can do it instantly.
This approach is also beneficial to FM teams, giving them greater oversight over what needs to be fulfilled at specific times of day.
“It’s the best of both worlds – end-users can choose an appointment time to suit them, which in turn makes things more flexible and organised for the building managers,” explains Green.
Customisable and configurable
The customisation possibilities and easy configuration of @yourService is also valuable in supporting the well-being of end-users and fostering a sense of community.
Sophisticated custom surveys can be easily generated by teams to handle a range of H&S assessments faster and smoother than before.
For instance, if workers use display screen equipment daily continuously for an hour or more, employers are duty-bound to complete a DSE assessment at every applicable workstation. Done conventionally, this becomes a very manual, time-consuming process.
By introducing sophisticated custom surveys, each employee can be guided through their own assessment. Not only is this far quicker and more seamless for employers and building managers, but it gives immediate assurance to the end-user that their set-up is ergonomic and suited for their needs.
“These surveys can incorporate all the necessary questions that users need to fulfil in these scenarios to streamline the process significantly,” explains Green.
“All information can then be communicated back to the central Concept Evolution CAFM system and generated into a single report.”
“Furthermore, @yourService can be custom-branded with corporate image banners and logos. This again makes everything more familiar and consistent for end-users, heightening their attachment to their community and encouraging them to engage with this technology regularly,” says Broom.
Entering an app-based future
There is no question that the future of facilities management will be app-focused. The convenience, flexibility and immediacy of this technology is ideally placed to engage end-users, both in residential and workplace settings.
They enjoy greater access to beneficial, value-added services. They are informed about important events and information affecting their communities. They play an active role in the continued prosperity of their environments, creating positive places to work and live.
“What we’re doing with @yourService is providing the platform for these benefits to be realised,” concludes Broom.
“Improved revenue opportunities. The ability to scale-up services to end-users. Collecting useful feedback and insight from end-users. The flexibility to configure services for different end-user communities. This and so much more is attainable with @yourService.”
Learn more about @yourService.
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