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Asset Maintenance

Issues and Complaints

As well as scheduling and management of regular inspections and preventative maintenance, CBS provides full support for handling and tracking issues, requests and complaints.

Issues identified during regular inspections and maintenance are noted on the Work Docket Return. The work order can be held open until the issue is dealt with or it can be linked to other work orders, jobs and / or projects set up to deal with that issue. All steps taken to deal with an issue through to its final resolution can be tracked.

Managers can rest easy that issues won't fall through the cracks and come back later to bite them. They can pull up reports on issues by asset, by date, by department, by worker, by status and so on and track their cost.

CBS's Customer Service functionality supports CSOs in dealing with complaints and requests from internal and external customers. Conversations and discussions are documented with what the call or discussion was about, who said what and the issues identified. If the CSO can't deal with the issues on the spot they can direct a complaint or request to exactly the right department.

The responsible department is automatically alerted to outstanding requests and complaints and, after setting up work orders to deal with them, simply links those work orders to the relevant case files. Accordingly, up-to-date information on how things are progressing is always available to the CSO when answering queries from customers. The result is CSOs are armed with the information they need to meet customer needs and manage expectations.