How does a business with a property portfolio of thousands of buildings cope not only with non-reactive activity, but with everyday mishaps – yet stay on top of its core operations? We can take the strain, without removing your control over your estate.
It’s very simple: when a client calls to report a leaking roof, our call handler logs it onto our leading asset and work management system, Atkins Intelligence (Ai). Within minutes, we’re able to tell you who will be coming and when they’ll arrive – as per your business rules and allocate the job to the appropriate supplier.
Atkins’ property helpdesk is available 24 hours a day, 365 days a year. We’re resilient (we’re backed up); we’re thorough (we use the best technology); we’re adaptable (we align to your culture), and we keep costs down through leaner resourcing. We have a second ‘back-up’ office away from our main site, that is fully equipped and ready to function should the need arise.
We’ve invested in state-of-the-art workforce management technology, which uses historical data to forecast peaks and troughs in demand and enables us to have the right number of staff at the right times. We use skills-based routing to ensure that the most complex problems are handled by our most experienced staff.
Call recording equipment ensures we collect all data – meaning we optimise the chance of a correct diagnosis. Does your broken door need a locksmith, glazier, carpenter or electrician? Since Atkins’ property helpdesk is the first point for the collection of data, our systems mean we get it right.
Security is something we do well. We run a secure helpdesk audited by the Metropolitan Police and operated by Counter-terrorism Cleared (CTC) staff.
And, because all our clients are different, we’re especially good at immersing ourselves in your culture. Many callers don’t even realise they’re speaking to somebody from outside their own organisation.