FM Conway hope for incident reduction with ICCM's e-Service Desk
Currently, processes are spread across a range of platforms, with some incidents requiring the completion of paper forms. e-Service Desk will automate all processes, which will allow FM Conway to better manage live calls and also provide a data source to help identify trends and root causes.
Mark Dyson, business analyst at FM Conway, said: 'Through our ongoing IT development programme we continuously seek to improve performance, efficiency and transparency. We had identified several areas where investment in technology could deliver these results.
'ICCM provided us with a solution that enables the business to automate and manage a wealth of event types; including complaints, property damage, accidents and personal Injury. We have also been able to establish a single electronic repository for information that can be accessed across the business.'
ICCM’s e-Service Desk will help FM Conway to meet key business growth objectives and ensure that the organisation’s reputation for excellent customer service is maintained.
Dyson added: 'ICCM has introduced dynamic software to help improve the quality and timeliness of our service. In addition, we now have a single solution working across the organisation and all of its divisions which will reduce future costs and promote competitive advantage as we seek new business opportunities.'
James Gay, chief executive officer at ICCM, commented: 'FM Conway has identified the importance of Service Management strategies and made a long-term investment in a platform that will enhance the way it manages incidents and service events. We look forward to seeing e-Service Desk add value to the business, creating new opportunities for it to grow.'