PM Assist for FM Helpdesk Teams
FM helpdesk teams handle a constant stream of queries about building systems, maintenance procedures, and equipment information. PM Assist gives helpdesk operators instant access to the building documentation, so they can resolve queries without escalating to engineering staff.
The Helpdesk Escalation Problem
FM helpdesk teams receive queries ranging from simple building information requests to complex technical questions about equipment operation. Many of these queries could be answered from the building's O&M documentation, but helpdesk operators typically do not have the time or knowledge to search through technical documents for answers.
The result is that a large proportion of queries get escalated to engineering staff or site-based technicians, even when the answer exists in the documentation. This creates unnecessary workload for technical staff and delays the response to the person who raised the query.
Empowering Helpdesk Operators with AI Search
PM Assist allows helpdesk operators to search building documentation using natural language, without needing technical knowledge of where information is stored. When a query comes in about a building system, the operator can search PM Assist and provide a source-cited answer directly.
For example, if a tenant asks about the operating hours of the HVAC system, the helpdesk operator can search PM Assist for "HVAC operating hours" and get an answer from the building's O&M documentation. This resolves the query immediately without involving engineering staff.
- Helpdesk operators can search building documentation without technical knowledge
- Resolve queries at first contact instead of escalating
- Source-cited answers provide confidence in the response
- Reduce workload on engineering and site-based staff
Improving First-Contact Resolution Rates
First-contact resolution is a key performance metric for FM helpdesk operations. By giving helpdesk operators the ability to search building documentation and find answers independently, PM Assist directly improves first-contact resolution rates.
This has downstream benefits for the entire FM operation: engineering staff spend less time answering queries that could have been resolved by the helpdesk, and the people raising queries get faster responses. Both contribute to better client satisfaction and more efficient service delivery.
Related pages
Frequently asked questions
Do helpdesk operators need technical knowledge to use PM Assist?
Can PM Assist handle queries about multiple buildings?
How does this improve helpdesk KPIs?
Empower Your Helpdesk with Building Documentation Search
Give your helpdesk team instant AI-powered access to building documentation. Resolve queries faster, escalate less.
- Upload and organise building documentation
- AI-powered search across all your manuals
- Source-cited answers for every query
- Team collaboration and access control
- No credit card required to start