Digitizing facility service ticketing, vendor execution, asset & utility repositories, preventive maintenance and periodic surveys across distributed locations

Client Profile

A large, multi-location enterprise (BFS-grade scale) managing facilities operations across branches/offices and offsite premises, involving central FM operations, regional teams, location SPOCs, and multiple third-party vendors/service partners.

Business Challenge

• ● Heavy reliance on fragmented tools / email / spreadsheets for facility complaints and service coordination, causing manual follow-ups and inconsistent governance.
• ● Limited single-view of location + asset context at the time of ticket creation and servicing (wrong tagging, repeat issues, weak traceability).
• ● Need for SLA tracking + escalations and vendor performance visibility to improve turnaround times.
• ● Asset inventory and utility/site information required stronger maker-checker controls, audit readiness, and periodic validation.
• ● Preventive Maintenance and periodic survey processes were not systematized; required automation + reporting, and the ability to convert survey exceptions into actionable tickets.

Objectives

• ● Build a centralized “go-to” platform for end-to-end facility service workflows across all premises types.
• ● Standardize ticket intake, routing, vendor execution, and closure governance with SLA controls.
• ● Create governed repositories for assets and utility/site details with maker-checker approvals and audit trails.
• ● Enable mobile-first operations (location-aware ticket raising) and vendor self-service execution via portal.
• ● Automate PM scheduling and periodic surveys with PDF outputs, reminders, and exception-to-ticket conversion.
• ● Provide leadership dashboards and MIS for operational oversight.

Solution Overview (Salesforce)

Salesforce was deployed as a unified facilities workflow platform enabling:

• ● Unified Service Ticketing: standardized case taxonomy, routing, duplicate controls, SLA timers, escalations, controlled reopen and closure validation.
• ● Mobile-first Ticket Raising: geo/location-based site selection with controlled bypass scenarios for offsite/non-geofenced cases.
• ● Vendor Self-Service Portal: vendors view assigned tickets, update status, respond, and upload evidence securely (Experience Cloud).
• ● Asset Repository + Governance: centralized asset inventory with maker-checker approvals for add/edit/move/retire and activation gating.
• ● Utility/Site Details Repository: configurable attribute framework for capturing/validating utility/site details with history tracking.
• ● Preventive Maintenance Automation: periodic PM case generation, vendor PM report uploads, FM accept/reject governance, expiry/edit-locking, and reporting.
• ● Periodic Survey Automation: configurable surveys, mobile survey execution with photo capture controls, scoring, PDF generation/emailing, and auto-case creation for negative responses mapped to issue categories.

End-to-End Flow (High level)

Ticket Intake (Mobile/Web) → Triage & SLA Governance → Vendor Assignment → Vendor Execution + Evidence Upload → FM Review/Closure → Dashboards/MIS

PM Schedule Setup → Auto-PM Case Creation → Vendor PM Execution + Report Upload → FM Accept/Reject → PM MIS

Survey Plan Setup → Survey Execution (Mobile) → Score + PDF Report → Auto Ticket Creation for Exceptions → Resolution Tracking

Tech Highlights

• ● Approval workflow engine supporting maker-checker for masters and FM governance for execution acceptance/rejection.
• ● Automated tasking, reminders, SLA timers, escalations, and checklist-style completeness.
• ● Experience Cloud based vendor portal for secure, auditable third-party participation.
• ● Configurable master data framework enabling scalable category/attribute-driven utilities and survey mapping to issue categories.
• ● Strong traceability via evidence capture, controlled status transitions, and audit-ready artifacts.

Outcomes (Qualitative)

• ● Reduced manual coordination through standardized workflows, automated escalations and vendor self-service execution.
• ● Improved governance and audit readiness with maker-checker controls, structured repositories, and evidence-backed closures.
• ● Increased operational visibility for leadership through SLA, ageing, vendor performance, PM and survey dashboards/MIS.
• ● Proactive facilities management enabled via PM automation and survey-driven issue conversion into actionable tickets.