Exceptional performance insight delivers enhanced operational efficiencies and faster issue resolution for leading property management group in South Africa.
The facilities management division of Broll Property Group (Pty) Ltd (www.broll.co.za), based in Johannesburg, South Africa, today announces that it has implemented multi award-winning Intuitive Dashboards to significantly reduce response times to client property maintenance issues, resulting in enhanced productivity, resource allocation efficiencies and improved client satisfaction. The interactive dashboard solution integrates seamlessly with Broll’s existing facilities management CMMS solution, providing operational staff, call centre agents and managers with remote access to real-time internal Key Performance Indicators (KPIs) and client Service Level Agreements (SLAs), ensuring the risk of performance shortfalls or regional SLA failures is identified and mitigated instantly.
Raymond de Haast, Technical Director at Broll Property Group, explains, “As a facilities management provider, our job is to mitigate risk for our clients to ensure their sites remain fully operational without exception, with human safety and critical equipment paramount in our strategy. Prior to implementing Intuitive Dashboards, we had to spend around three hours per day reviewing and filtering through a huge volume of data, before we could identify critical areas that could compromise our ability to meet our SLAs. We knew it was essential to gain a consolidated, bird’s-eye view of our organisational performance in order to eliminate this time-consuming task, improve efficiencies and delivery of our client SLAs and make critical decisions much more quickly.
“After considering two other dashboard solutions, Intuitive Dashboards proved to be the clear choice that would complement Broll’s ongoing strategy to manage the built environment. It is extremely user-friendly, very quick to implement and easy to use, plus I’m impressed with how seamlessly it integrates with our existing, highly-complex facilities management software. Intuitive Dashboards enables us to immediately implement and automate manual functions, improve operational practices and deliver a superior approach to decision-making, both internally and for our retail clients. The consolidated dashboard perspective of our performance brings to the forefront potential breaches in SLAs, meaning we can take ultra-fast corrective action to ensure that client trust, transparency and service quality is uncompromised. As a result of the insight that Intuitive Dashboards has revealed, our overall strategy is evolving with operational behaviours already changing to meet the needs of the business and our clients. What is even more rewarding for clients is that the SLA is visible from any location in real-time; this transparency in reporting is what we at Broll consider to be essential to maintain the trust our valued clients place on us.”
Following the initial implementation, Broll Group plans to develop the use of Intuitive Dashboards more extensively within the facilities management business unit and other managed portfolios, to report on financials, budget controls, over-inspection, preventative maintenance and predictive maintenance. Currently using the dashboards to reveal insight into historical data, Broll also plans to develop dashboards that will reinforce the company’s proactive strategy to enhance productivity and resource planning.
In the first phase of implementation, Intuitive Dashboards has been deployed across the national call centre and helpdesk, the technical management team and the senior management team within the FM function. With stringent targets to meet and over 20,000 external contractors to manage, Intuitive Dashboards is supporting the busy call centre and helpdesk to deliver the highest quality service through immediate performance insight. Year-on-year tracking and trend analysis is empowering the management teams to improve operational procedures, while providing client access and visibility is enabling their retail clients to instantly visualise their maintenance expenditure, ensuring they improve their own efficiencies.
Neil Waugh, Director at Intuitive Business Intelligence Africa, comments, “As Broll is one of Africa’s leading property management groups, the application of Intuitive Dashboards has opened up endless possibilities to enhance Broll’s ability in the management of property. The streamlined, highly-customisable approach which Intuitive Dashboards provides ensures that their staff can focus on realising actionable insight from their existing data, in order to improve operational efficiencies and exceed client expectations. I’m delighted that Broll and its clients can now benefit from a state-of-the-art BI dashboard solution which offers quick and easy access to critical performance data in a visually engaging and meaningful way.”