Maintenance Management Service

 

The Maintenance Management Service, when enabled, provides Organisation Admins with dedicated end-to-end support for their job requests in accordance with our Service Level Agreement (SLA). 

The SLA commitment targets ensure a proactive approach to following up on job requests while also removing the workload for managers. This is done through phone calls, emails, and updates within the Portal in order to handle jork requests more efficiently.

 

Contents

• Summary of the Maintenance Management Workflow Process
• Enable the Maintenance Management Feature
• Request Maintenance Management on a Job
• Opting out of Maintenance Management from a Job request
• Messaging Managers and Support
• View Maintenance Management Logs
• On Charge the Maintenance Management Service

Summary of the Maintenance Management Workflow Process

Benefits

• The Maintenance Management service is all about end-to-end dedicated support on Work and Quote Requests.
• The service is designed to lighten the load for Strata Managers by saving time with follow-ups.
• The service provides additional technical support for Service Providers, especially in a transition to a new system. 

Pain Point Solved
Maintenance Managers follow up with Service Providers by requesting updates for jobs in line with time frames outlined in the SLA. These include but are not limited to inspection times, quote submission, and work scheduled dates. 

What was the process before this?

Strata Managers would previously have needed to follow up with phone calls and emails to determine if a Service Provider had made progress on the request. These updates would then need to be sent to Owners and any Site Contacts that wanted to be notified of status changes for the job.

 

Enable the Maintenance Management Feature

Organisation Admins will need to enable the Maintenance Management feature before Strata Managers within the Organisation can assign a Maintenance Manager to a Job.

To activate Maintenance Management for the Organisation, go to the Settings page and select 'Features - Internal'.



Click the check the box for 'Enable Maintenance Management service for your organisation'.



Then click 'Update'. This will enable the feature for the Organisation.

 

Request Maintenance Management on a Job

Organisation Admins can request a Maintenance Manager be assigned to Jobs in bulk or individually.

To assign an individual request to a Maintenance Manager, when creating a job, select 'Require a Virtual Maintenance Manager to see this job' from the Add Trade page.

 

 

Or to add a Maintenance Manager after the job has already been assigned to a Service Provider, click the three dots below Add New Request and select EDIT.

Then, select 'Require a Virtual Maintenance Manager to see this job' and click Update. 

 

 

To request Maintenance Managers to be assigned to Jobs in bulk, go to the Jobs page and click the check box to the left of the Plan Number for each Job.

Then select the 'Bulk' button at the top of the page and click 'Maintenance Manager Settings'.



When the 'Manage Maintenance Managers' modal opens, select 'Assign' under 'Bulk Action' then click 'Update'.

 

Once enabled, the request will have the 'Maintenance Management is On' banner.

 

Note: Some requests may have 2 or 3 purchase orders or quote requests. Organisation Admins can enable or disable the Maintenance Management service per request. 

 

Opting out of Maintenance Management from a Job request

Organisation Admins can opt out of the Maintenance Management service when creating work requests and after the work request has been issued. Click the three dots below Add Request and select EDIT in the dropdown. 

Unselect 'Require a Virtual Maintenance Manager to see this job' and click Update. 

To update this in bulk, click the check box to the left of the Plan Number for each Job. Then select the 'Bulk' button at the top of the page and click 'Maintenance Manager Settings'.

When the 'Maintenance Manager' window opens, select 'Unassign' under 'Bulk Action' then click 'Update'.

 

The banner will change to 'Maintenance Management is Off'. 

 

Organisation Admins will still see the details of the Maintenance Manager assigned to the plan under Issue Details. Only those that request that has the 'Maintenance Management is On' banner will be managed by the Maintenance Managers. 

 

Message Managers and Support

Organisation Admins can send a message to Strata Managers and Support Managers on the Work Summary page of a Job. Click the three dots on the top right of the page and select 'Message Managers & Support'.

When the 'Messages' window opens, all of the Managers assigned to the Job will be listed. If messages have been sent and received previously, they will also be listed. 

If no messages have previously been sent, 'No Message History' will be shown.

Enter a message. Click the Paperclip Icon to attach files and images then click 'Send'.

 

 

When the message has been sent, the assigned Managers will receive email and in-app notifications. 

 

View Maintenance Management Log

The Maintenance Management Log provides full transparency of the actions taken by the dedicated Support Managers. The time spent for each update will be displayed to identify the efforts taken by the Maintenance Management team. 

1. Go to the Jobs page (Wrench Icon  )

2. Select the Job

3. Look for the Maintenance Management Log towards the bottom of the Work Summary page

4. Click the '+' button to open the Maintenance Management Log

    View the following details: 

• Date and Time of an update 
• Type of update, either an Internal Note or Public Reply
• Creator 
• Recipient 
• Message 
• Time Spent 

 

 

On Charge the Maintenance Management Service

Organisation Admins can enable on-charging of the Maintenance Management service through Time & Charges Settings.

The Premium Event of 'Maintenance Management' is a Quantity-Based event type that will automatically export a charge to Strata Master if a Strata Master Fee Code has been linked to the event. This will happen once the job request has been raised with Maintenance Management enabled. 

The System Event of 'Maintenance Management Time Spent' is a Time-Based event type that will automatically export a charge to Strata Master once the job is Closed or Completed and the minimum increment has been met. 

Configuring TIme & Charges Settings will allow the organisation to reconcile the cost of the service and may lead to additional revenue for the organisation for the efforts put in by the Support Team.

 

For more information, please see Maintenance Integration with Strata Master and Time and Charges Events.

 

Organisation Admins should contact us with any further questions regarding this process.