Are we losing the human touch?
There was a time when one faced a service delivery; you were met with service personnel ready to support you all the way through your customer journey. Today, and due to the emerging impact of technology, we see more and more examples of self-service and automated service solutions.
These include online airline check-in, self-service checkout lanes in retail stores, Apps for laundry pickup and now it has even left a huge mark on the way facilities management is delivered. In other words, technology has now expanded its potential to reach out to customers around the globe in ways that were not to be dreamed of in the not so distant past. The quality of services and service deliveries has always, to a high extent, been evaluated on basis of the direct human interaction. FM today questions technology experts, who cater to the FM industry if this is still valid? Or is technology now fundamentally changing the way many FM services are designed and delivered?
While human interaction is still valid, technology now offers diferent opportunities in terms of how this interaction happens through fast social means. "Smartphones and Apps have already been established as a key interface for maintenance technicians and FM professionals, however, a new generation of App technology, such as that ofered by Concept Advantage, is now being put in end users hands. The technology is no longer distant, and it provides a rewarding social experience as well as a means for feedback and collaboration. By connecting facilities management to the wider business and community ecosystem user focused apps bring the potential to change the nature of facilities services and their delivery," says Adrian Jarvis, GM, FSI Middle East, a global specialist in CAFM facilities management software.
Jarvis notes that the technology actually ofers the individual a more personal experience in terms of how they can interact with the facilities team. "With what could be termed consumerised FM the use of apps to advise of issues or to request services through a familiar-looking interface that sits amongst many others for emailing, web browsing or social media activities will make the interaction between the end user and facilities services provider second nature," he explains.
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