A common tenant satisfaction complaint heard among people who rent their homes, whether it’s an apartment, condo, or single-family residence, is difficulty with property management. While there will always be some degree of conflict, but some of the dissatisfaction expressed by tenants is rooted in problems that are easily fixed.

A property manager can ease tenant frustration, minimize complaints, and enhance overall renter satisfaction through the use of property management software like MRI NETfacilities. There are a number of features associated with a computerized maintenance management system (CMMS) that can simplify and ease the interaction between tenants and management.

Track work orders and maintenance requests

When something goes awry with a tenant’s home, the renter is often inconvenienced while understandably concerned and frustrated. Unfortunately, these feelings can be amplified if property management isn’t able to respond to the issue promptly and thoroughly. Without a decent system in place, like a CMMS, maintenance requests and work orders won’t be tended to in a satisfactory manner and will lead to even more conflict.

Tenant frustration can mount at the very start of the process with submitting a work order. Too often, property managers either have no clear system for tenants to submit requests or have one in place that is outdated or isn’t user friendly.

If a tenant can manage to submit a work order or request, the process usually gets infinitely more frustrating from then on. After a request is submitted tenants often feel like they’re in a state of limbo, not hearing anything back from management or worse, never seeing the request fulfilled. There is usually no clear confirmation that the request is being processed, and this lack of clarity can frustrate tenants even further.

Even if a property management team receives a work order and completes the repair in a timely manner, not communicating progress to the tenant will leave them dissatisfied with how the request was handled. Instead of being relieved that the request has been fulfilled, the tenant will likely focus on the lack of communication and label the experience a negative one.

With property management maintenance software, a tenant can easily submit and track maintenance and repair orders. The process begins at the moment a maintenance request is submitted through the web portal and is transparent until the request has been resolved, leading to a dramatic increase in tenant satisfaction.

Property resource reservations

Some properties offer tenants an array of amenities, ranging from a business resource center, to a gym, to tennis courts, and so on. Without a reliable CMMS in place, the process of booking and using those resources can be a challenge for tenants. For example, properties that still rely on paper sign-up sheets can easily lose records or misplace and mishandle reservations. Even properties that have gone digital often use older systems that aren’t reliable or user friendly.

The tale of President Jimmy Carter and the White House tennis courts underscores this point: During the early days of his presidency, President Carter kept the sign-up sheet for the White House tennis court in the Oval Office with him. Staff members were reluctant to venture into the Oval Office to sign-up to use the tennis courts, even when they wanted to play a match during their free hours.

Implementing a comprehensive CMMS is the best way to avoid the bloom of tenant frustration. Tenants like to be able to access facilities onsite without the hassle of tracking down one person with a sign-up sheet or using an unreliable online reservation form. Giving tenants more autonomy and ready access to property facilities with dynamic tenant management software can increase tenant satisfaction and reduce conflict.

Simplified and reliable discussion

Yet another area in which tenant satisfaction runs into trouble is when a renter has a question, even a simply one, and is unable to get an answer. In the absence of reliable property management software, a tenant will be left sending an email or leaving voicemail messages that may sit unanswered. A simple question that could have been resolved in 30 seconds can go unanswered for a frustrating period of time.

With a comprehensive CMMS solution, property managers have the ability to host documents in a tenant portal for easy access. Tenants can view rules and regulations, tenant handbooks, request forms, and more. Tenants can get the information they need in a timely and reliable way. Quick answers to their questions assure tenants that their issues matter, which elevates their level of confidence with a property and its management.

After-hours access

Tenants who have reliable after-hours access to management will be significantly more satisfied with the overall renting experience. They feel like management wants to help them and will prioritize their needs day or night. Naturally, this includes having confidence that building management will respond to off-hours emergency maintenance issues.

After-hours tenant access, via a comprehensive software platform that provides tenant management assistance, is an important resource when it comes to ensuring a tenant satisfaction with a rented home and with the associated management.

Using reliable property management software, these issues and many more can be quickly and effectively addressed by building management in a way that satisfies the vast majority of tenants. In the end, the tenant experience is what motivates the success of a rental property. If tenants are happy and the system is easy to navigate, renters will be more satisfied leading to higher rates of quality tenant attraction and retention.

Facilities management services (FM) has rapidly evolved since its recognition as an industry in the early 1980s when the International Facilities Management Association was formed. The days when FM centered around assets, buildings and plants are in the past; the future will focus largely on customer service and improved outcomes.

The next decade will see significant transformation of the industry driven by several key trends that are already having an impact in the global marketplace.

Smart Technology

Right now in 2020, the use of facilities management software, mobile applications and connected devices is fairly widespread. Facilities management services will continue to rely on these tools of technology as standard operating procedures.

However, the addition of artificial intelligence, robotics, sensors and the internet of things (IoT) will create environments where just about every aspect–the doors, lights, windows, HVAC units and CCTV–has a unique identifier and is fully integrated.

The result is a facility with increased energy efficiency, sustainability and a more satisfied workforce–who wouldn’t like getting coffee from a machine that recognizes you and pours your cup to order? Or automatically adjusts the temperature in a meeting room based on the number of attendees?

Obviously, creating these intelligent, or smart, buildings takes extensive planning, foresight and capital. Organizations should note that it’s usually more cost-effective to build rather than retro-fit and take that into consideration when looking ahead to future projects.

Still, these sleek automated facilities will no longer be the stuff of sci-fi movies, but a reality in the facilities management of tomorrow.

Predictive Maintenance

Space-age technological advancements will continue to shape the future of FM, especially with regards to predictive maintenance management strategies. Sensors allow for monitoring just about any component within a facility without the need for human interference. This real-time data and tracking means organizations can move away from preventive maintenance tasks and toward more predictive maintenance measures.

Preventive maintenance will still have its place, but the value of predictive maintenance will require organizations to implement this strategy in order to remain competitive.

Flex Space

With the increase in the number of employees who work remotely, flexible schedules, hot desking and coop work spaces, the traditional idea of each worker having his or her own office is likely going the way of the fax machine.

Keep in mind, though, there’s a significant number of workers who aren’t crazy about not having a personalized space of their own. So building maintenance management needs to be thoughtful and flexible in how it accommodates this trend over the next 10 years.

Nevertheless, employees who are physically at the office often prefer the option to work in collaborative “third-spaces” such as lounges, coffee bars or other gathering spaces free of confining walls.

Millennials and Gen Z workers want features such as bright open spaces in innovative buildings that offer amenities such as fresh food options and other extras that make leaving home for the office worth the effort.

It’s estimated that by the end of 2030, 30% of commercial real estate will be flex space, up from today’s figure of <5%. The area usage per person will drop from just over 200 sq. ft. to less than 150 sq. ft.  As the demand for flex spaces rises, it will be vital to consider how building retrofits can improve your space utilization.

Health and Wellness

Dovetailing the trend for increased flex space is the growing focus on the health and well-being of employees and occupants. Facilities management services will need to address this issue in two major ways.

First, as more workplaces face the challenge of having a multi-generational employee base and the occurrence of lifestyle-related diseases such as diabetes increases, there will be a need to reassess building design. This new field of  “wellness architecture” means buildings are designed with humans and their health in mind.

The workplace of the future needs to facilitate and promote a more comfortable, active and productive lifestyle for employees, young and old. For instance, instead of the dark enclosed stairwells that are common today, open and attractive stairways encourage workers to make a healthy decision to take the stairs.

Second, what a company has to offer in terms of wellness will be a weighty factor when it comes to recruiting and retaining top talent. According to a recent CoreNet survey, a whopping 80% of respondents said a health and wellness program at work was important to them.

Strategies to make the workplace healthier include things as simple as adding more live plants and increasing access to nature by creating peaceful outdoor spaces or expanding outdoor views. Meeting rooms can be used for yoga sessions at lunch.

Other changes to improve the health of a facility are less visible, but have a significant impact on the quality of the indoor environment. They include making sure construction projects are completed with non-toxic building materials, using chemical-free cleaning products and low-VOC finishes, and installing proper HVAC and air recirculation equipment.

The benefits of focusing on health and wellness go beyond making occupants feel better. Healthier environments reduce the cost of absenteeism and increase productivity–employees in green buildings scored higher in cognitive function than when they were breathing the air in conventional buildings.

Sustainability and Energy Maintenance

Fueled by the challenges of global warming and sustainability, an increase in environmental regulations will require companies to continue to look for ways to be more energy efficient and reduce their carbon footprint.

FMs may find pressure to innovate in this area comes from all angles–the public, investors and  board members in addition to regulatory agencies. Facilities management services will need to make concentrated efforts to reduce their energy and water consumption, use alternative and renewable energy sources, increase responsible sourcing and practice comprehensive recycling.

Forward thinking FMs will invest now in energy-saving improvements such as LED lighting, high-efficiency HVAC systems and preventive and predictive maintenance programs which monitor equipment to ensure its efficient operation.

Through technological advancements like the Internet of Things (IoT), managing energy use is now a set-and-forget task. Sensors provide real-time tracking which allows those in charge of building maintenance management to be proactive regarding energy consumption. In the most advanced building systems, usage can even be predicted and adjusted accordingly.

Outsourcing

Outsourcing certainly isn’t new, but more and more companies will rely on outsourcing’s agility to allow their in-house teams to focus elsewhere while saving costs.

The job of a facilities manager continues to grow in complexity. From the more traditional areas of overseeing leasing costs, personnel, asset management, energy consumption, and equipment maintenance to the newer areas that focus on customer service aspects like user experience and innovation to enhance their clients’ businesses, the responsibilities are exhaustive.

Outsourced facilities management services provide expertise, support and resources that together act as a strategic partner without the overhead and hassle.

Integrated Facilities Management (IFM)

When companies are looking for a provider to outsource their FM to, many will choose one who offers Integrated Facilities Management (IFM). As noted above, facilities management is quickly evolving, growing more complex at an unprecedented rate.

Ensuring the quality of their physical environments in a cost efficient manner demands a focus that simply isn’t part of an organization’s core mission. In addition to managing assets and maintenance, there’s the need for research and development in order to innovate and stay ahead of the competition.

Add to that the need to orchestrate a shift to a service culture; recruiting, training and retaining talent; and keeping abreast of health and safety regulations and the most advanced technologies, and you end up needing skill sets and a knowledge base covering a wide range of services.

The future of facility management will be marked by an increase in IFM providers whose purpose is to fill the gap and offer organizations streamlined operations to supercharge their business productivity. Not only does this reduce the number of suppliers an organization has to deal with, it allows for one point of contact, enhancing accountability and control.

Conclusion: Kickstart Future Growth

The future growth of facilities management will be influenced by several key trends that center around technology, sustainability and people. The way ahead may seem daunting, but as with eating the proverbial elephant, just start with one bite at a time.

If you’re not already using an automated solution to manage your facilities–work orders, maintenance, assets and more–that’s a good place to start. Here at MRI NETfacilities, we offer intuitive and flexible solutions to help you transform your organization. Reach out if you have questions, or better yet, take a look at what we can do with our no-obligation, free demonstration.

CMMS, or computerized maintenance management systems, are proven to increase productivity in the workplace. Traditional tracking methods, such as spreadsheets, come with many disadvantages and are generally inconvenient, especially for hospitals. This is because human errors can result in harm or negligence of patients who depend on specific care. CMMS software is computerized and automated, meaning there is little to no room for error. You will no longer need to dedicate hours to tracking and administrators will have more time to focus on other important tasks.

Some of the main advantages of CMMS software in hospitals include:

1. Easily Track Assets and Equipment

CMMS software for hospitals can help you track your assets and equipment with ease. Hospitals and clinics typically have a lot of equipment to keep track of including, but not limited to:

• Medical imaging machines
• Surgical devices
• Infusion pumps
• Medical lasers
• Life support equipment

Additionally, with CMMS software, you will be able to identify the exact locations of company vehicles and schedule maintenance accordingly.

CMMS software will also store the history of your assets, meaning you will be able to see what work has been done on a specific machine in the past. The reliability, downtime, and labor hours spent on your machines will be accessible, which can help you quickly fix any bugs or assess the reliability of a particular machine at any given time. New employees will find this information useful when acclimating to your system.

Simply put, CMMS software will help you keep tabs on the location and work performed on every asset in your hospital. This will ensure that your operations don’t get interrupted and run more smoothly.

2. Increase Efficiency

CMMS software will store all of your documents in one place. This eliminates guess work and makes it simpler to find your documents, thus helping to increase efficiency in the hospital.

Since the software keeps tabs on your equipment and assets, you will be able to know when to carry out maintenance. You can schedule maintenance jobs in advance or whenever the need arises.

3. Schedule Preventive Maintenance

The scheduling of maintenance is one of the key functions of CMMS software. As noted before, the software can help determine when maintenance is necessary. In hospitals, preventive maintenance on assets is critical and can potentially help to save a patient’s life.

Regular preventative maintenance also has the potential to make patients more comfortable during the day-to-day. For example, doors and windows should be kept in perfect condition so that they don’t start to work improperly or making distracting noises when opened or shut. CMMS software will also help you keep the premises accessible and convenient for handicapped patients.

4. Respond to Patient Requests Promptly

With CMMS software, you will be able to receive and respond to requests from your patients. Those requests will be stored in the system, so you won’t have trouble recalling them when you need to solve problems. This will increase the overall comfort of your patients and add convenience for the hospital staff who fulfill the requests.

5. Help with Budgeting

CMMS software is not necessarily meant for accounting purposes; however you can easily track your business expenditure by looking at the records in the system. This can help you determine your budgets and even predict your financial future as a hospital. CMMS software is able to track and provide printable records of costs of labor, replacement parts, and other regular maintenance procedures, which can help you come up with or adjust the details in a budget.

6. Increase Productivity in the Hospital

Hospital CMMS software is configured to help you identify the tasks that are assigned to certain employees, including the expected deadlines in place. The software will also help you schedule regular maintenance, meaning there will be less downtime. Overtime costs will also be significantly reduced with CMMS because of the ability to track all elements of a task. Emergency repairs will be minimized thanks to the software’s ability to schedule recurring and preventative maintenance of your assets and equipment.

7. Reduce Manual Workload

Unstructured manual methods, like spreadsheets, will end up wasting a lot of your time and money. It is estimated that hospitals spend an average of 2 entire days every week entering data with these manual methods. This time should be spent on more productive and important work in the hospital.

CMMS software is automated and purposely doesn’t take a lot of time to work with. In addition, the software can offer insight into your assets and equipment. For example, you will be able to see how many hours you spent on downtime and that will allow you to make any necessary changes.

You should also note that these systems are computerized and will not have the trappings of possible human errors. With manual methods, administrators can easily make errors and this can have major consequences in hospitals. Ambulances and hospital equipment must be regularly maintained because any small errors may risk the lives of patients.

8. Track Employee Performance

CMMS for hospitals don’t just track your assets and equipment; they also follow the performance of your staff. At the end of the day, you will be able to determine which employees are excelling and which may need extra training. With this data, you will be able to increase employee efficiency throughout the hospital. It will show you how much time employees are spending on individual tasks and this metric can help you analyze their capacity. The performance of your drivers can also be tracked with CMMS, as accidents can cause you to lose a lot of money.

9. CMMS Software Pays for Itself

CMMS for hospitals has a high return on investment. On average, the software pays for itself within the first 15 months of use. That makes it a worthwhile investment for any medical institution.

With CMMS software, your hospital will run more efficiently and save you money. The software helps you schedule maintenance for your equipment and assets, so you never have to carry out emergency repairs. A CMMS system is a wise investment and will pay for itself in a short period of time.  CMMS software for hospitals will also help you analyze employee performance, primarily based on the time they spend on certain tasks. With this information, you can easily determine which members of staff need further training.

Improve the efficiency and overall productivity of your hospital by using CMMS software.