IREP delivers reliable SLA performance and clear client visibility with MRI Software
IREP, a facilities management company operating across approximately 95 countries delivering services in a complex and fast-moving environment, required a system that could support consistent service delivery, strong SLA performance, and reliable data management across its global portfolio.
After reviewing the market, IREP selected MRI Software’s Evolution solution as its core facilities management platform. The company has now been working with MRI Software for seven years, using the solution as the foundation for daily operations and client reporting.
The risk of missed SLAs and fragmented data
IREP recognised very early that relying on manual processes or disconnected systems would limit visibility and impact service quality. Without a central platform, managing work orders, tracking performance, and maintaining accurate records would have been difficult as the business grew.
Key risks the team wanted to avoid included:
- Missed or delayed responses to work orders
- Limited oversight of SLA performance
- Inconsistent data capture across sites
- Increased manual input and room for error
Choosing the right system early on was critical to ensuring operational discipline and long-term consistency.
A platform designed around how the team works
MRI Evolution became IREP’s first facilities management system and was implemented to support both operational efficiency and data integrity. One of the most valuable capabilities is automated ticket notifications, which alert all relevant users within a building when a request is raised. This ensures issues are acted on quickly and SLA commitments are protected.
Over time, IREP worked closely with MRI Software to develop customised workflows that reflect the company’s operational complexity. While these workflows took time to design and implement, they now provide flexibility and structure, allowing data to be extracted and used in IREP’s own reporting tools. Integration with external reporting software enables teams to work with accurate, up-to-date information every day.
Helping teams stay productive and meet SLAs
MRI Evolution plays a central role in supporting the day-to-day work of facilities managers. By reducing manual input and simplifying processes, the system allows teams to focus on delivering quality outcomes rather than managing administration.
The results include:
- Consistent SLA achievement between 95 and 98 percent
- Faster response times to work orders
- Reduced manual data entry and fewer errors
- Higher productivity for facilities managers
Processes have been deliberately structured to limit data manipulation and improve accuracy. This ensures reporting is reliable and trusted by both internal teams and clients.
Building client trust through transparency
One of the most valuable outcomes for IREP has been improved transparency with clients. For planned preventive maintenance tasks, clients can access full documentation directly through the system. With a single click, they can view proof of work, supporting records, and task history.
This visibility strengthens client confidence and supports higher levels of customer satisfaction, particularly when performance and compliance are being assessed.
The system simplifies the job for our facilities managers. It reduces manual work, improves accuracy, and gives our clients full visibility of what has been done.
-Rakesh Ravindran, CAFM Manager, IREP
Looking ahead with confidence
MRI Evolution has provided IREP with a dependable platform to manage global facilities operations, protect SLA performance, and deliver transparent reporting to clients. By simplifying processes and strengthening data accuracy, the solution supports both operational efficiency and long-term client trust as a key enabler of consistent service delivery across a complex international footprint.
IREP continues to explore new functionality within MRI Evolution as part of its ongoing strategy. Features such as action modes and the latest version of the platform are already generating interest, particularly improvements that make it easier to access everything from a single dashboard.