imagine. You book a meeting room. You start the enterprise application. You choose your own market segment (for example, within three days). There, without you having to make any other requests, this simple operation will trigger a cleaning intervention.
A continuation of the following article
better. The day before, a notice confirms that your room is ready, impeccable and tidy. everything is normal. Air conditioning is at 22:00. The only drawback: the chair is broken. You think it’s no big deal.
better. On an important day, you will arrive at the scene. Surprise: no broken chairs. It has been replaced. You did nothing. Why? Because the person in charge of cleaning tells you what is wrong with the application, and automatically starts to be replaced by another service department in charge of furniture.
Isn’t it revolutionary? but. In many companies, this general service management (facility management) is pure science fiction. The ticket request and processing are not very ergonomic procedures, there is no real follow-up for those who request intervention, and the allocation between managers and agents is little or no automation. For managers and contractors, having KPIs is still a headache.
However, by 2020, we can think that IT should help to achieve this kind of liquidity and conduct transparent and quantifiable on-site interventions (site management), or even multiple.
Fort Dridge facility management
It was in this way that Derichbourg responded to the prospects in the tender process and successfully created a new subsidiary purely and simply: Derichbourg FM (within its Derichbourg Multiservices division).
“The FM subsidiary was established while looking for tools [IT] »Remembered by Sandrine Radé, Director of Digital Transformation at Derichebourg Multiservices. “We responded to a tender request from a very large customer [N.D.R. : qu’elle ne citera pas]. We must find a flexible platform to provide a service catalog that can monitor activities.” In addition to being flexible, the tool must also be able to centralize intervention data for different businesses, whether it is displaying KPIs or objectively complying with SLAs.
Derichebourg Multiservices finally found its holy grail through ServiceNow. “We won the project. New subsidiary. New use. New career. New tools… a nice challenge,” Sandrine Radé said with a smile.
From ITSM to CSM
However, at that time, time was not very interesting. From informing the market to starting production, Derichebourg FM only had six months to perform all the work.
“It’s very tight to get ready before the October 1, 2019 deadline. We have to deploy on seven sites. We must also integrate the concepts of sites, users and monitoring. We have also done a lot of work on the interface, “Recalling Sandrine Radé, he also mentioned “the main drawing work, because the customer already has his system, so is our business”. Not to mention that managers are already considering adding innovations such as IoT.
At the center of this technical architecture, Derichebourg placed CSM (Customer Service Management/Service Directory) modules from historical participants of ITSM. “We have integrated external service providers, which are major players in catering, operational forms (including MoveWork for green spaces and cleaning outsourcing subsidiaries). We also created an application (MyDBox)-what is enabled on the platform now [N.D.R. : le PaaS de ServiceNow] -And we integrated external data, such as external KPI”.
Finally, in terms of “data”, the project looks like Datalake. Sandrine Radé confirmed: “Indeed, we integrate a lot of data from many elements.” Especially because ServiceNow can also centralize tickets from third-party applications, customers can use these tickets to make requests.
“We also collect energy data, billing data (ratio of contract to actual bills) from customers’ buildings. QSE data (industrial accidents, etc.). Number of interventions. Cleanliness data. Multi-technical. “Catering” lists managers , He emphasized the importance of unified reporting in the project. “For customers, everything is related to the customer’s website.”
A lot of work on the interface
The scope of the project must cover the entire process of intervention: customer interaction (case), follow-up, case status, SLA, manager assignment. “When you encounter a “case”, it will be directly transferred to the team that is also possible, but if the situation is not optimistic, we can simply reassign the task.”
On the user side, in addition to the web portal, Sandrine Radé also explored several UIs to trigger requests as easily as possible: QR codes, buttons (on Amazon models) and future IoT (see below).
Derichebourg is currently experimenting with various solutions on the spot in the inverted tower purchased from Pernod in Créteil, which is also a display space. “We tried to find the simplest use case to bring us closer to the user and integrate us into his known environment.”
For the MyDBox application, it is used to trigger the intervention of supervisors in real time and track their solutions in real time. “Make things simple, simple. And keep everyone in the loop” has internal video.
The project team also conducted a satisfaction survey at the end of the intervention for iteration. “For example, when we use a button to set the box, users don’t know whether their request really disappeared,” Sandrine Radé said. “For them, it is very painful to go to the portal to check. It is the experience and good understanding that have taught us.”
IT products fully included in the quotation
Now, the CSM platform manages about 50 users and the first clients of 9 companies. “We have built 220 KPIs with him, including those that require bidding (with SLA commitments) or KPIs that are just in the original compensation (and model them through Excel when they do not exist),” adds the manager.
If the tool is specifically designed for the first multi-million euro contract, then “it is for all our other customers,” Sandrine Ladd insists that he is considering partitioning each company The best way (“She assured us that this issue was considered from the beginning.
Elements must obviously be personalized, such as the presentation of each portal, the services provided, etc. Sandrine Radé suggested that every new “work flow requires landing with paper and pencil.” However, this tool is now the basis of Derichebourg FM’s product, which can respond to all tender requirements.
On the road to AI
The next step is to inject AI into the tool to optimize operations (how to optimize the processing of requests in the load plan? How to smooth the load? How to proceed. If I want to intervene again, is there a new event? etc.).
The idea is also to use ServiceNow’s “performance analysis” module to allow the FM manager (site pilot) to “intuitively, graphically, and simply” make predictions when using PowerBI to provide feedback. Customer destination.
On the other hand, Sandrine Radé is more cautious about chatbots (ServiceNow’s virtual agents). “You must first understand and consider whether the customer is really useful,” she answered the question about this question.
king
Since deployment is the beginning of a new activity, it is difficult for SandrineRadé to quantify ROI, “we have no previous experience.”
The manager still noticed that users are satisfied with the faster processing of requests. For the manager, task creation is 8 times faster-“Without re-entering the central tool, we can directly retrieve data. Operating tools” and real monitoring of operations.
Next step: Internet of Things and others
Another parallel development of artificial intelligence will involve the Internet of Things. The person in charge of digital transformation hopes: “We have deployed some, but I want to go further.”
The connected objects open the door to new operational paradigms in this field. Cleanliness is continuous. You see us at 8 am and 5 pm. This idea is carried out on demand. For example, we will connect a sensor in a sanitary facility, which will trigger an alarm after the X channel passes and integrate it into ServiceNow upon request.
“I want to connect soap and toilet paper; Sandrine Radé said with a smile.
In addition to the Internet of Things, managers are already considering the integration of several other elements: 2D and 3D plans for buildings and BIM to further optimize and draw routes, objects and assets; room reservations (clean, unclean, clean, damaged Equipment to be repaired, etc.); even CMMS (for restricted planning).
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