Facility Management at the Point of Interaction
Facility Management, is defined as “an organizational function which integrates people, place and process within the built environment with the purpose of improving the quality of life of people and the productivity of the core business”. Put plainly, it serves as a discipline to ensure that the buildings and structures around us work for us in a safe, efficient and seamless manner, among other things.
As technology evolves, and we aim to digitize experiences and drive efficiency, Point of Interaction solutions can be used to dramatically advance and improve the practices and processes in Facility Management.
What is a Point of Interaction Solution?
A Point of Interaction solution is a digital process that is contextually created for a specific item, place or time where a person is interacting. To illustrate, let’s consider a residential building with fifty units. If there is an issue with one tenant’s dishwasher, a Point of Interaction process might provide a digital customer support experience tailored to that unit, that appliance, or even the combination of the two. A Point of Interaction process for that unit and appliance might simply ask for information about the issue that the tenant is having, as the POI process already knows what the unit number and appliance model for the tenant.
Leveraging QR Codes as an Enabling Technology
How can a residential building build a custom, portal for every unit-appliance combination in a building? Would that require 50 different customer sites for 50 different appliances in 50 different units? Well, not really (but kind of), as the implementation is easier than you’d think, with the use of QR Codes.
QR codes offer a quick, intuitive way to manage assets, tasks, and personnel interactions within a facility. By assigning a unique QR Code to every asset, room, or service point, facility managers can enable instant and contextual processes for any and every individual Point of Interaction. Customers would arrive at the same issue management microsite, but the unique QR Code they scanned could encapsulate unique information, like the unit number and appliance make and model. That way, the customer information is passed with the service ticket, accurately and instantly every time.
Samson Waters: Point of Interaction Support in the Hotel Industry
Samson Waters is a leading provider of luxury short term stays in Mexico. An innovator in their space, they provide Point of Interaction QR Codes and customer support microsites. Guests of Samson Waters can scan a QR code to report an issue with their room or request additional services or view information about tours in the area. QR Codes are serialized and coded to a specific guest unit, allowing Samson to provide a curated, concierge like experience and get valuable data on who is interacting with their platform. This direct connection at the Point of Interaction streamlines communication, speeds up issue resolution, and enhances overall customer satisfaction
Openscreen Track for Facility Management
Openscreen Track is the leading platform for powering one-to-one, serialized Point of Interaction solutions. Leveraging a powerful yet intuitive workflow management platform, business users in can drag-and-drop to create processes for Facility Management and then generate serialized QR Codes that are paired to specific assets, items and locations to make Facility Management digital and seamless.
Conclusion
Facility Management encompasses so many different aspects of managing the many thousands of ways we interact with things at the places we live, work and play, every day. Point of Interaction support can be used for waste management, maintenance, replacements, new purchases and repairs to streamline and digitize processes that are complex, manual and imprecise.
We are just at the beginning of how Point of Interaction platforms like Openscreen Track are going to be used to support people when they are interacting with the facilities they rely upon most, and the use cases grow every day.