We have a 24-hour in-house helpdesk which supports our clients 24 hours a day, 365 days a year. They are supported by our directly employed field operatives, of each trade, that are on call outwith normal business hours. Our supervisors and duty managers are accessible and available for escalation calls for major incidents at all times.
The management information that is captured on our CAFM system is used to identify trends within the reactive call logs which may point to an underlying issue with an asset or service. Through this analysis and the M&E maintenance management information reports that we issue to our clients periodically, we are able to discuss the data at contract review meetings and advise and agree on proactive solutions to avoid asset failure and interruption to their business.