Case Studies | Real Estate

Digitizing facility management processes to simplify stakeholder engagement

Client:

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Al Ghurair Properties

Challenges:

  • Gathering of inadequate information
  • Loss of unaccounted for data
  • Turnaround times could take up to 18 hours to address
  • Almost no audit trails to trace activity back to.
  • Human errors alone accounted for higher operational cost

Approach:

  • Develop a facilities management system
  • simplify the process of issuing, responding and managing maintenance requests. 
  • Multi-tenant applications to improve stakeholder connectivity and engagement.
  • Digitize ticketing system

Results:

  • Decreased response time for maintenance requests
  • Digitized ticketing issuance system and improved lifecycle tracking
  • Improved resolution disputes of services 

Client Challenge

UAE-based business group, Al Ghurair, had found that the manual and paper-based processes of maintaining and managing their facilities was an overly complex and cumbersome task. This resulted in the gathering of inadequate information, loss of unaccounted for data, delays in incident resolutions, and almost no audit trails to trace activity back to. Al Ghurair recognized that without a digital and consolidated solution between key stakeholders, daily operations within their facilities would continue to incur these issues. Take maintenance requests, for example. Al Ghuarair found that human errors alone accounted for higher operational cost and increased turnaround time. Even with 70 technicians being managed by 8 supervisors, turnaround times could take up to 18 hours to address, let alone resolve. From receiving maintenance requests to checking technician availability via telephone, a number of many factors could delay the process of addressing maintenance incidents. 

Our Solution Approach

Block Gemini’s objective for this project was to assist in digitizing and automating the manual processes involved in maintaining and managing Al Ghurair’s facilities occupied by tenants. By building a facilities management system that could account for all 3 stakeholders through multi-tenant applications, data could flow from one stakeholder’s application to another. This would enable tenants, supervisors and technicians to digitally interact with one another in a more siloed, direct and seamless manner. Our goal was to simplify the process of issuing, responding and managing maintenance requests. 

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The End Results

Al Ghurair now leverages a multi-tenant facilities management system through 3 interconnected applications. Tenants are now able to fill out and directly submit maintenance request tickets on the Tenant Mobile Application within a matter of minutes. From there, supervisors can receive these tickets on a mobile or web application, and directly assign them to an available technician’s mobile device. Each ticket entails details of the incident, location, start time and media files for visual representation (photos and videos). Supervisors are also now able to stage each process of maintenance request until completion, whereas before they weren’t. This is now made possible by the technicians ability to remotely update tickets, leave comments and mark completion with proof of work.  

Decreased

response time for maintenance requests

Digitized

Ticketing issuance system and improved lifecycle tracking

Improved

resolution disputes of services 

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