Ann Arbor YMCA, an 83,000 square foot facility, needed a better work order process in order to maintain the facility for their 15,000 members. Chad Wood, HR/IT Director, discusses how MaintenanceEdge helped streamline the Y's work order process by decreasing work order redudancy and providing reporting capabilities. He remarks how the customer service level for Ann Arbor has increased as a result of a better maintained facility, thereby increasing membership and membership retention.
Why did you choose FacilityDude?
We were looking for a method to track maintenance work orders. We were currently just doing word of mouth or paper scraps or whatever miscellaneous manner to communicate with the facilities director and we found a lot of deficiencies in that and needed something better.
What business challenges were you facing?
There was redundancy in work orders coming in. We would never know if they were coming in from multiple directions, if it was completed or not, or if it was even communicated to the facilities director. Some things were getting done and some things were not. There was no way of understanding how or why or anything behind those work orders. We also had no way of reporting on what our major mechanical needs or facilities needs were—it was just remembering what we had prepared. There were many needs we had and we thought FacilityDude could do all of those and so much more as well.
How did FacilityDude help you solve these business challenges?
The redundancy was eliminated because now there is a record of each work order coming into the system. We are able to route requests to the correct person instantly rather than trying to flag that person down—pool issues can go directly to the aquatics director, IT issues can be reported directly to the IT director, etc. With the Planned Maintenance module, we’ll be scheduling and tracking preventative maintenance for our custodial contracts, our exercise equipment, and our bus fleet. We’re also able to associate everything we put into the system with budgeting. We are able to do all these other things when originally we were just looking for a maintenance tracking solution.
How was the implementation process?
We decided internally to go about the implementation process at an educated level. The executive staff met to figure out how we would organize our reporting system, decide how we wanted to route work orders, and categorize our buildings and areas. Once we internally decided what we wanted to do, just rolling it out to the rest of our staff was unbelievably easy. We just set them all up as requesters because that role didn’t require too much training.
We decided that all staff should be requesters because members talk to any staff person they can find about facility needs. We didn’t want to lose that data of an issue if the member talks to someone who’s not a requester. We just made an all encompassing “staff” username and then anyone who wasn’t an administrator or supervisor could just log in as a requester and put in a ticket.
How has FacilityDude helped you save time or resources?
That first half of the maintenance process has all but been eliminated because as soon as something happens we are able to put a ticket in and a few seconds later the appropriate person is notified and begins working on it. We have eliminated most of the time and effort it would take to recognize we have an issue, report it somehow or make sure it hasn’t already been reported, and then get a technician out to fix it.
What else has FacilityDude helped you achieve?
The real value we’ve seen so far is the customer service experience for our members. Any staff member can look at the response end of a FacilityDude ticket. For example, a member could come to our staff and mention the lane lines in the pool were sinking. The next day the membership staff can tell that specific member, “Hey, I put in a ticket about those lane lines and I just wanted you to know we’ve ordered new lines and they’ll be here in a couple days.” To have a response is great and we’ve never had that before. Now that member feels like they’re not just putting a request out into a void; we take their suggestions and complaints seriously.
Our membership has increased simply by word of mouth from a positive experience about the facility. Any member who would have that experience where they spoke to someone on our staff and the next day or so they hear we’ve done something about it—that’s not a common experience, and people talk about that. A positive word of mouth has a lot of value. It does bring people in and it does retain people. It increases the overall connectedness of each member to the facility.
What three things would you tell someone about FacilityDude?
1. It’s so powerful, flexible and adaptable to anything you need it to do.
2. Modular – you don’t have to implement everything all at once. You can take your time and learn how to use each piece.
3. Scalable – you can keep taking the software to a higher level as you begin to input more information.
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