With IPT managing the day-to-day grind of service requests across multiple trades and sites, our customers enjoy peace of mind that each repair is done right and done quickly. Facility maintenance needs don’t sleep or take a vacation, and neither does IPT. We operate 24/7 in our world-class ServiceCare Center and employ a redundancy system that keeps our platform supporting client maintenance and repair needs at all times.

Our ServiceCare Center representatives create value every day by:

• receiving service requests
• assessing facilities maintenance problems drawing on hundreds of problem codes
• initiating phone fix resolution trees for specific types of maintenance issues
• dispatching service providers nationwide based on IPT’s automated and proprietary selection and dispatch system

Additionally, this cross-functional team monitors and manages the status of all open service requests to completion and conducts client-site surveys to ensure IPT service providers are compliant with all client requirements. Survey results are cross-referenced with specific service metrics such as:

• response time
• resolution time
• call-back propensity

Survey results directly impact the service providers’ scorecards, which form the basis for selection-logic used to dispatch them on future maintenance needs.

ServiceCare Triage

Developed and proven over the last decade and millions of transactions, IPT’s dynamic triage engine is a critical piece of our proprietary IPT Work Station (IWS) platform. We have developed this detailed and sophisticated diagnostic tool to process service requests across 40+ trades, empowering the CSR to rapidly identify key aspects of the request for service, including:

• problem type
• store listing
• causal factor
• severity

In some instances, a CSR is able to eliminate the need for a technician dispatch entirely by providing a phone fix to the store/site manager. Accurate assessment of the situation at the front-end of the process enables pertinent data capture at the time of the call. This data is then leveraged by internal IPT departments, our service provider network and our customers to effectively address the issue and allows tracking and reporting to improve control and visibility across the FM enterprise.