Facility Management Companies
Outsourced FM providers running one hotline across many client sites — with SLA monitoring, dispatch and per-client reporting.
The Challenge
Many clients, one hotline
Each client site has its own SLA, contact list and priority rules — a general call script cannot cover them.
Per-client SLA proof
Contract renewals depend on clean per-client SLA reporting that most FM providers struggle to produce.
Technician utilisation
Technicians are constantly under- or over-utilised because dispatch decisions are made by whoever answers the phone.
Our Solution
01 / 03
Per-client hotline on one platform
Each client site gets its own script, SLA, contacts and reporting — while operations stay on one unified platform.
- Answered in under one ring
- Structured intake with context
- Full audit trail
- urgent09:22
Incoming call — high priority
Auto-classified
- in progress09:18
Incoming call — routine
Auto-classified
- new09:12
Incoming call — new
Awaiting dispatch
- resolved08:47
Case closed
Follow-up sent
02 / 03
SLA-aware dispatch
Dispatch uses live technician availability and SLA priority — high-risk cases are auto-escalated to duty manager.
- Answered in under one ring
- Structured intake with context
- Full audit trail
On-call engineer
ETA 8 min
Cleaning team
Deployed
Security patrol
En route
Duty manager
Monitoring
03 / 03
Per-client reports on autopilot
Monthly client reports (SLA attainment, tickets by category, at-risk cases) generated automatically — ready for contract review.
- Answered in under one ring
- Structured intake with context
- Full audit trail
96%
SLA met
4.2 min
Avg response
103
Closed
- Critical case — 12 minSLA ✓
- Routine — 34 minSLA ✓
- Escalated — auto-notified✓
Compliance & Standards
PMSA licensing
Ready for tier 1 & 2 licensing, per-client audit trails.
PDPO
Per-client data segregation and access controls.
ISO 9001 & 27001 aligned
Quality and security controls suitable for enterprise clients.
The Result
1
Operating standard
Per-client
SLA reporting
$460K
Annual savings
Frequently Asked Questions
Win the next contract on your SLA numbers.
See how Routiq AI turns your hotline into audit-ready per-client evidence.
Other industries we serve
Residential Property Management
Estate management companies, apartment buildings and housing communities — where every resident call becomes a resolved case, without growing the front-desk roster.
Commercial Building Management
Office towers, business parks and corporate buildings — every tenant service request captured, dispatched and SLA-tracked.
Shopping Mall Operations
Mall operators handling tenant requests, public-area issues and emergency cases across high-traffic environments.
Mixed-use Developments
Developments that combine residential, office, retail and hotel zones — where each call needs to reach the correct operating team, not the wrong one.
Industrial Building Management
Industrial buildings, logistics centres and workshops — where downtime on utilities and access impacts every tenant's operations.
Hotel Building Operations
Hotel engineering, facilities and guest-services back-of-house — where a delayed response becomes a bad review by morning.