FM Conway targets case load reduction by a third

FM Conway aims to transform the way it records, tracks and reports incidents and service events after selecting ICCM’s e-Service Desk to target reductions of up to 30% in incidents.

Currently, processes are spread across a range of platforms, with some incidents requiring the completion of paper forms. E-Service Desk will automate all processes, which will allow FM Conway to better manage live calls and also provide a data source to help identify trends and root causes.

Mark Dyson, business analyst at FM Conway, explained: “ICCM provided us with a solution that enables the business to automate and manage a wealth of event types; including complaints, property damage, accidents and personal Injury.

“We have also been able to establish a single electronic repository for information that can be accessed across the business.”