Maintenance managers and maintenance planners know that the best laid maintenance plans get affected by unplanned events – machines break down or people need maintenance work done ASAP. While good preventive maintenance planning can help reduce the frequency of breakdown maintenance, handling ad-hoc maintenance requests can be more challenging especially when maintenance technicians are already booked up and have other work to attend to. You need some way of receiving such requests, tracking them and scheduling them to be done as time permits. Requesters also want to know the status of their requests.
This is where your maintenance software can help with a good request management system. For example in our FastMaint CMMS every request that is received is automatically given a number and it is possible to email this number back to the requester. The work requester now has a way to identify their specific request and maintenance planners have a way to track all the requests coming in. Maintenance planners can convert these requests to work orders or cancel them (if they are duplicates or no longer needed). Multiple maintenance requests can also feed into one work order if many people make the same type of request. With this linkage between work requests and work orders it is possible for the maintenance requester to check the status of the request & associated workorder using the work request number or email additional updates to the work request.
Being able to send requests by email or SMS text messages makes it more convenient for non-maintenance personnel or customers to report problems or request maintenance without having to send in a work request form. It also becomes simpler for the maintenance administrators to handle such requests since they do not need someone to man the phone and receive such requests. In FastMaint such emailed requests are converted to work requests and given a number. A reply is sent back to the requester with the work request number. This way they know that the request was received and they have a reference number to follow up on. Simultaneously an alert can be sent to maintenance administrators so that they know that maintenance requests have been received. They can get into the system and convert these requests into work orders or send back emailed replies to requesters to get additional information.
This sort of workflow makes sending in maintenance requests and handling them a lot more easier and convenient for maintenance requesters and the maintenance department. Having reports on pending requests makes it less likely that they will be forgotten resulting in higher end user satisfaction with the maintenance department. In addition the system can collect statistics about pending & closed maintenance requests which is valuable to management.
Simplify your maintenance work request management
If you have been considering getting a solution to manage work request forms from non-maintenance personnel you can download and try out our FastMaint CMMS software. Download a 30-day fully functional trial that can be used to try out work request management. See how receiving & handling maintenance work requests by email or text makes life a lot easier! We have 5 minute video tutorials that can help you setup FastMaint quickly and get started.