The main workflow, step by step
This is one fault from report to closure, with the planned maintenance view at the end. Select a step for its screen. The building, the assets and the people are invented for the demonstration.
Report a problem
REQ-8842Received- Where
- Tower B, floor six, east wing
- What
- Air conditioning not cooling
- Photo
- One attached
- Affects
- Open office, many people
Off the pathIf the same fault was reported for that area within the hour, the new report is attached to the existing one.
New work order
WO-21507Assigned| Field | Value |
|---|---|
| Asset | Air handling unit, B6 east |
| Priority | High, comfort affected |
| Assigned to | Mechanical technician |
| Respond by | Target shown on the job |
Off the pathA fault on an asset under a contractor's warranty is offered to that contractor before your own team.
My job
WO-21507On site- Found
- Chilled water valve stuck closed
- Action
- Actuator replaced
- Parts used
- One actuator from store
- Time
- Start and finish recorded
Off the pathIf a part is not in the store, the job moves to waiting for parts and its clock is paused with the reason.
Completion review
WO-21507Closed| Check | Result |
|---|---|
| Response target | Met |
| Completion target | Met |
| Occupant confirmation | Problem solved |
Off the pathAn occupant who says the problem is not solved reopens the same work order, with its history, instead of a new one.
Planned tasks
Next fortnightThree due| Asset | Task | State |
|---|---|---|
| Fire pump, Tower B | Monthly run test | Due |
| Lift two | Contractor inspection | Booked |
| Generator | Load test | Overdue |
Off the pathA statutory inspection that goes overdue is escalated to the facility manager and cannot be dismissed quietly.
Who uses it, and what each role can do
Maintenance involves people who use the system for seconds and people who use it all day. The roles are built around that spread.
| Role | Sees | Can do |
|---|---|---|
| Occupant | The requests they raised and their progress | Report a problem and confirm that it was fixed |
| Help desk | Every open request and work order | Prioritize, assign, merge duplicates and update people |
| Technician | Their jobs for today, with asset history | Start, record findings, use parts and complete |
| Contractor | Jobs assigned to their company | Accept, attend, attach reports and complete |
| Supervisor or planner | Workload, overdue jobs and planned schedules | Reassign, close, schedule and adjust plans |
| Facility manager | Performance by building, asset and contractor | Review reports and change targets |
When the work leaves the usual path
A maintenance desk is defined by what happens when the simple route fails. Each of these cases has a designed path and a clock that behaves fairly.
| Situation | What the system does | Who decides |
|---|---|---|
| Duplicate report | Attaches it to the open work order | Help desk |
| Part not available | Pauses the clock with a recorded reason | Technician |
| Asset under warranty | Routes the job to the responsible contractor | Help desk |
| Problem returns after closure | Reopens the same work order with its history | Supervisor |
| Statutory task overdue | Escalates to the facility manager | Facility manager |
| Emergency out of hours | Calls the on-call person and logs the response | On-call technician |
What it connects to
The system is most useful when it knows the buildings and can pass costs on. Typical connections are listed here, and yours are agreed in scoping.
| System | What moves | Direction |
|---|---|---|
| Asset register or building data | Assets, locations and warranty dates | Into the system |
| Building management system | Alarms that open a work order automatically | Into the system |
| Stores or purchasing | Parts used and parts requested | Both ways |
| Finance or ERP | Job costs by building and contract | Out of the system |
| Email, messaging and phone | Updates to occupants and call-outs | Out of the system |
What a first release includes
Fault reporting
A short form on phone or web with location, photo and progress updates, and a code to scan on the asset.
Work order desk
A queue with priorities, assignment, duplicates merged and targets counting from the moment of report.
Technician mobile view
Today's jobs with asset history, findings, parts, photos and time, usable in plant rooms without signal.
Planned maintenance
Schedules per asset that create tasks ahead of time, with statutory items marked and escalated.
Contractor jobs
Assignment to outside companies with their own sign-in, attendance records and service reports.
Performance reports
Response and completion against targets by building, asset type, team and contractor.
Often added after the first release
- Meter readings and energy logs
- Room and desk condition audits
- Contractor invoicing against completed jobs
- Asset replacement planning from fault history
- Sensors that predict a failure
What we need from you
- Your asset list and locations, however incomplete
- Priority levels and the response targets attached to them
- Planned maintenance schedules, including statutory inspections
- The contractors you use and what each one covers
- A help desk lead and two technicians to trial it in one building
Ownership and licensing terms are defined in the project agreement.
What to do next
Describe one building and how a fault is handled there today. We respond with questions about your assets and contracts, then a scope for a first building and a proposal. Start a conversation or book a 30-minute call.
Common questions
Why build this instead of buying maintenance software?
Often you should buy. Maintenance packages are mature and suit a standard operation. A custom system earns its place when your contracts define unusual targets, when it must work with a building management system or finance tool the packages do not support, or when occupants and contractors need an experience that fits your brand. We help you judge which side of that line you are on.
Can technicians use it in plant rooms and basements?
Yes. The technician view keeps the day's jobs and the relevant asset history on the phone, records work with no connection and syncs when one returns. Codes on assets can be scanned to open the right record. Screens are built for one hand and a short attention span, since the job in front of the technician matters more than the app.
How are response times measured fairly?
The clock starts when the fault is reported and follows the rules in your contracts. It can pause for agreed reasons, such as waiting for a part or for access to a room, and every pause is recorded with who set it and why. Reports show performance with and without pauses, so the figures can be defended to a client or a contractor.
Can it create planned maintenance automatically?
Yes. Each asset type carries its tasks and intervals, whether by calendar, by running hours or by meter reading. The system creates the work orders ahead of the due date, balances them across the team and shows what is coming. Statutory inspections are marked as such, cannot be skipped unnoticed and keep their certificates attached to the asset.