Reactive Maintenance (Helpdesk) Software

The Tabs CMMS & CAFM Reactive Maintenance Software module, also known as the Helpdesk module, streamlines the capture, allocation, and management of all types of reactive maintenance and helpdesk tasks. Designed for ease of use while offering depth for recording critical information, it empowers facilities managers, estates teams, and businesses to prioritise and track jobs efficiently. The system can be tailored to meet the specific needs of your business.

With intelligent filtering across clients, locations, assets, work types, service levels, and workforce/contractors, the Reactive Maintenance Software ensures high-quality customer support and service delivery for your clients and colleagues. This robust module acts as a central hub to effectively manage ad hoc property and asset maintenance, making it a vital tool for facilities and estates management.

Key features include the ability to assign SLA/KPI priorities to each task, enabling efficient task management with visual aids like colour-coded alerts. This ensures all tasks are completed within designated timeframes, maintaining service standards. Comprehensive helpdesk and maintenance reports are readily available, offering insights into performance, trends, and opportunities for improvement.

Reactive Maintenance (Helpdesk) calls can be placed quickly and easily via a simple 24/7 Web-based form (Web), or logged manually through the Core or Mobile consoles, using customised fields to capture specific information. Upon creation of a Reactive Maintenance (Helpdesk) job, the requestor will receive an automatic email confirming details and encapsulating a unique job tracking reference number.

Job tracking can be achieved by logging on to the Web console. Here, clients/requestors can view and monitor the progression of all the jobs they have reported. Requestors will also receive periodic email updates when the status of a job changes.

Jobs can be allocated to both internal engineers (direct labour) and contractors/sub-contractors through a mixture of delivery methods depending on the system configuration. These methods include Printed Job Sheets, Emailed Job Sheets, Mobile app, self-service Web portal or access to the Core management console. Routing options for job assignment based on a series of pre-defined parameters can also be managed through the system.

Anyone looking to manage reactive or helpdesk type jobs can benefit from utilising the Tabs CMMS & CAFM Reactive Maintenance (Helpdesk) software module. Primary users generally take the form of internal facilities management departments or providers of maintenance/field based services.

For Facilities Managers, the Reactive Maintenance module is a great tool to manage the internal ad-hoc maintenance duties of single or multiple sites. The term CMMS (Computerised Maintenance Management System) applies here, as the Reactive Maintenance system combined with other modules such as Asset Management and Planned Preventative Maintenance (PPM) provide a complete CMMS solution for Facilities Managers.

Providers of maintenance and building services (Asset Maintenance, Commercial Property Repairs/Fitouts, Plumbing/Electrical Services etc) can benefit greatly from the Reactive Maintenance module. Intelligent workflows ensure that clients are provided with the latest updates on call progression, with all internal/scheduled rates being automatically applied for invoicing and management of job profitability.

The Mobile app offers a natural extension of the system to field and site engineers. Mobilising your workforce with access to download and respond to Reactive Maintenance (Helpdesk) jobs in the field improves efficiency and service levels.

The native Mobile app enables field engineers to download their Reactive Maintenance tasks to a Mobile device. All job information including location, contact, description and supporting documentation is delivered to the engineer's handheld device. Engineers can then respond to jobs in the field by capturing comments, photos, signature, voice recordings and any job specific expenses. The Mobile app supports an offline mode, allowing your engineers to update job information, even without a live connection.