Chewing Gum & Duct Tape
A global provider of a financial services technology with 44,000 employees and 100+ locations was managing its workplaces with old technology and spreadsheets. According to their Senior Director of Program Management, “…Asure for conference room scheduling, Archibus for space, a homemade form for service requests, nothing for sustainability. For capital projects…post-it notes, chewing gum and duct tape…”
Moreover, employees still used email and phone calls to make requests. Since deploying Nuvolo and its self-service portal, the Company has recorded a 65% increase in service requests submitted through the system, saving time to report an issue and to address it.
“For every ticket, we used one form,” explained the Director, “we packed all the details into a single free text field.” The content then got forwarded via email, and the recipient had to unpack the details. A simple process like prepping for a visitor, assigning a badge and scheduling a room was manual and cumbersome.” According to the Director, pulling data was a real challenge, “with one text field, reporting and analytics were virtually impossible.” The Company would like to use badging data to help understand how much permanent versus temporary space is needed every day. “Having that data means we can deliver a better employee experience and reduce our expensive real estate costs.”
“With Nuvolo, dashboarding our data is immediately available to us. We simply couldn’t do it before. Now we can look at service requests by facility or region in real-time and make decisions. The data visualization capability is awesome.”
Mobility Means Efficiency…and Proactive Thinking
Service requests were manual and inefficient as well. The Company used the same form and process for all issues, and the request ended up in a group leader’s inbox. The form was reviewed by the group lead or forwarded to a tech, who read the request and initiated service, an unwieldy process fraught with opportunity for inaccuracies and inefficiencies.
Since deploying Nuvolo, the Company has measured a 45% decrease in work order MTTC (mean time to completion), saving over 20,000 associate hours by fixing issues faster, after the initial request.
Nuvolo’s native two-dimensional bar code (QR) capability also provides real value for the Company. “We have custodians visiting each room every night. With QR codes, we use the visit to uncover issues like a frayed cord. Using Nuvolo Mobile, the custodian scans a QR code. A checklist is immediately presented on their mobile device and shows a handful of tasks, one of which might be ‘check the room cables for signs of wear.’”
“We fine-tune checklists to individual conference rooms. For heavy use rooms, we add additional checklist items. This pro-active approach was impossible with our previous systems.”
There is also real excitement about “active knowledge” and technician checklists. With active knowledge, techs will have asset details, manufacturer documentation and checklists, all in digital form, at their fingertips on their mobile device. “The techs can utilize the digital documentation, service history data and digital procedure checklist to deliver the best possible service experience – very efficiently.”
Everyone Singing from the Same Sheet of Music
The Company chose Nuvolo because it offered a modern, cloud-based application suite. Leveraging that capability, later in 2019, Connected Workplace Projects will help support the consolidation of 5 current locations into one. The sheer logistics of these projects can be overwhelming, explains the Director: “We tend to think of consolidation as one project. In reality, it’s five or six independent projects, all fully integrated. To execute well means involving HR, IT, security, facilities, and finance. These departments all have their own tracking tools. Simply getting updates across departments is really hard. I wish we already had Projects deployed for this project.” Nuvolo provides a single system of record and allows departments to operate from the same source of information. This eliminates ad hoc coordination efforts and unforced and costly errors.
The bottom line: Nuvolo’s Connected Workplace drove the Company’s purchase decision. “We looked at point solutions and realized that Nuvolo would satisfy all our current and future needs in a single solution across all departments. The decision was a no-brainer,” according to the Company’s Vice President, Global Real Estate & Workplace Solutions.