…Introducing the Propertyserve helpdesk and procurement solution to our portfolio has allowed our Property Managers to be more proactive in their management, adding value to our clients properties and tenants. By handling tenant calls and liaising with property managers to procure and arrange works, Propertyserve ensures that tenants receive the same level of professional service 24 hours a day and property management staff are kept in the loop on all site activity.
I wish to place a record of your hard work and perseverance on a number of works that I have asked you to be involved with.
The most recent being the well works, which took a considerable amount of your work on getting all the information, including costs and RAMS etc.
This was a high profile, very difficult project that is now nearing completion and I got there due to your dog eared perseverance in this matter on my behalf.
I know that once you are involved with matters on my behalf then then they will be done and for that I am very grateful.
They are professional, polite and clear in their understanding and relaying that forward. I would not hesitate in recommending Propertyserve in providing quality service as a business partner.
Following a meeting with the tenants this afternoon they wanted me to pass on a big thank you from them for your professional conduct and exemplary service. So guys thanks again for assisting with the issues that have occurred and no doubt will have to deal with in the future.
SM&MS has partnered Propertyserve for more than a decade and has worked on over 900 individual health and safety related projects as the appointed safety consultants for Propertyserve. Compliance levels for Propertyserve are well above the industry benchmark and their continued progress is to be acknowledged – raising compliance by over 30% in the past 3 years.
Propertyserve has a culture of excellence regarding compliance and is constantly looking to innovate and minimise risk. An example of this would be where Propertyserve not only vets contractors as a desktop exercise but also undertake site audits of these contractors.
The helpdesk is efficient in taking my instruction be email and quickly appointing a contractor to fix or produce a quote. Receiving updates by email keeps me informed as to what is happening without time on the telephone.
Everyone at Propertyserve is very professional call when required and very helpful.
The range of works Propertyserve is able to source contractors for has ensured that any reactive works required have always been completed effectively and their relationship with contractors ensures that a high standard of works are maintained. The helpdesk staff are friendly and efficient regardless of whether the call is made during normal working hours or not and their communication regarding works progression is second to none.
I am kept fully up to speed with all matters during the day and jobs are chased. 99% of the time they are kept within SLA due to the efforts made
I would also like to thank you and the whole team for your professionalism and for the support you offer us FM’s all the time. Having spent years working on helpdesks in the past I truly appreciate all the hard work you guys put in and recognise how much of a thankless job it can be at times, especially when we expect you to read our minds when we fail to put the site address or SLA’s on the requests.
Thanks you your help.
Propertyserve has supplied a one stop shop for reactive maintenance on my industrial estates for a number of years. The helpdesk is efficient in taking my instructions by email and quickly appointing a contractor to fix or produce a quote.
All work requests/invoices are held on the Propertyserve website, so you can look up and track works completed or outstanding, and approve invoices quickly.
Propertyserve assist in the facilitation of contractors attendance on maintenance reactive works, I have found them to be both pleasant and professional in their approach.
The 24 Hour Helpdesk is an attractive feature to tenants and property managers alike as you are met with an experienced personable individual who can proactively address a broad range of issues. Overall through employing Propertserve, the hassle is taken out of property management.
The customer service we get from Propertyserve is always fantastic and response is always very quick. The invoices are pre-coded and sent alongside a CSV file which can be automatically uploaded making it a huge timesaver. We do not need to individually print/code and handle every single invoice. We can print them off in one batch as backup paperwork. As they are pre-approved the chasing of authorisers is not required. From receiving the file to upload is approx. 30 mins. Less invoices go missing or get “caught up” in the system. Propertyserve is the best upload supplier we deal with.
If you really care about your property portfolio, Propertyserve are without doubt the one stop answer to all your needs, the way all their staff conduct themselves really makes me understand that ‘enthusiasm is contagious’
Jones Lang LaSalle have used Propertyserve for a number of years now and I have always found the service exceptional. The ease of reporting a problem, the assurance that work is carried out by competent contractors and the notifications you receive back to keep you updated on progress is extremely useful. The operatives are always willing to help and question anything they are unsure of. For tenants there is peace of mind that should they experience any problems out of hours help is always available.
Having worked with Propertyserve over some years, I have found their service to be consistently good. This is not easy to achieve when the sands are shifting and goal posts move, however, they have been flexible and responsive to such changes.
I would not hesitate in recommending Propertyserve in providing quality service as a business partner.
I have worked with Propertyserve since joining Jones Lang LaSalle in January 2000, they have always proved very efficient in their response to any reactive maintenance or quotation requests. Oli Bolton (Senior Helpdesk Operator) is particularly efficient and he is always the first person I contact if any questions or queries come up. Great service, great team!
By initiating a single point of contact for all property maintenance or repair related issues, as well as responding to other service issues has made life easier for Tenants and JLL FM’s and Shopping Centre teams. The scale of operation has brought both cost benefits, improvement in service levels, reduced risk and overall operational efficiencies. Having worked jointly with Propertyserve to drive the change management process, we are now looking to constantly evolve the service and deliver new service lines to generate real benefits to our Clients and Tenants Quote, such as national agreements for lighting maintenance, and drainage maintenance.”
We have worked with Propertyserve for many years. We like the systems that are used in as much as each and every quotation request and job can be easily tracked and updated. We find that the helpdesk operators and managers to be efficient, conscientious and extremely helpful. It’s a pleasure to work with Propertyserve and look forward to a continuing working relationship.
High Access Maintenance Limited have been a nominated service provider to Propertyserve for over 18 months, we provide High Level Maintenance services, which range from 4 hour reactive response to large scale planned maintenance projects.
Propertyserve is driven by a sophisticated real time on-line portal, operating to KPI’s against prefixed response times, this system provides end user property owners and managers with confidence that requests will be dealt in a highly efficient and timely manner.
As Propertyserve’s preferred contractor for working at height we are in continual contact with their 24/7 helpdesk, and we see on a day-to-day basis that their platform delivers an excellent reactive maintenance solution, overcoming the challenges faced by property managers, property owners and building surveyors, in maintaining their commercial property assets.
We have formed an excellent relationship with Propertyserve and feedback from their management team and clients alike proves we are always available and will do everything we can to assist.
Any contracted service relies on a partnership between both parties to function efficiently. Since retendering the service 12 months ago, Cushman & Wakefield have been impressed with the professional service provided by Propertyserve ensuring that a true partnership has developed with this company. Regular meetings have always focused on a collective approach to improve service offering, rather than working to the T&Cs of the contract.”
Prior to the Partnership with Propertyserve our helpdesk function was somewhat fragmented with inefficient systems and processes which were often not followed and which caused frustrations within the C&W FM teams. The partnership has transformed the helpdesk function into a very efficient service for which we tend to receive complements on these days rather than complaints which in a service environment is very unusual indeed.
The Propertyserve approach to building up the database was an innovative breath of fresh air, clearly not relying on faceless administrators, but getting out there, to the C&W team, so we all knew each other from the start. Simple things like meeting the operators, then ensuring that those operators stay with the contract, have been key in sustaining the success we have achieved so far.”
The initial phase of the partnership, with Propertyserve, was to be open in our requirements and for Propertyserve to be clear about what was achievable within the confines of our scope, and cost. The next stage was to ensure that collectively we built up a strong knowledge base, both in terms of the property data, the contractor data, but also in the Propertyserve team sitting and talking to our staff to discuss those small details, about the properties, which could be the key issues when an emergency occurred at a property.
Propertyserve have challenged our existing processes and have enabled our business processes to be amended to achieve maximum efficiency and benefit.
The partnership between Propertyserve and C&W has been built within an open and trustworthy environment. Through regular meetings and communication, Propertyserve have gathered a very comprehensive understanding of the C&W business and good working relationships with all parties and stakeholders. Vice versa C&W have built good working relationships with the Propertyserve stakeholders. Key to this has been the dedicated resource to the relationship and the stability within the Propertyserve team to really maximise the knowledge base. This knowledge and understanding has helped Propertyserve to building the business processes tailored to our requirements and to fulfil the requirements of the partnership. Propertyserve have challenged our existing processes and through these challenges have enabled our business processes to be amended to achieve maximum efficiency and benefit.
The helpdesk offering is dependent and adaptable to C&W processes and procedures. It allows thorough data collection of all adhoc reactive works allowing measurement of Carbon Footprint, ISO 14001 compliance and specific data required to monitor, collect, review and change internal C&W sustainability initiatives.”
Inevitably, complaints will sometimes arise and the service require audit, both internally and externally, for business continuity purposes. Propertyserve have excelled in all areas when the service has been investigated. Recorded telephone conversations, external consultant observations during business continuity practice and specific internal compliance audits have always produced exemplary results. This is an accurate reflection of the skilled and professional Propertyserve helpdesk team.
The success of the partnership has been evident in the feedback from our stakeholders, who now are confident to utilise the services of the helpdesk and also comment positively on the helpdesk operators, who are all known to them as well.
Propertyserve have drastically changed our support system within the Scottish region. The Helpdesk team are always patient, professional and polite. They never hurry to terminate a call and they ensure that the issue is fully resolved to the client & tenants satisfaction. It is not easy to achieve this level of service when there are other calls to support and in my experience I have never had to wait to have a support call answered. They are a key part of the Scottish FM team.
Since Propertyserve joined the Cushman and Wakefield team they have made a huge contribution to the effectiveness and smooth running of the FM services we offer our clients. Having a personal touch to the operatives who have been allocated to our contract was a very exciting prospect as this has not only improved service to us as Facilities Managers due to the increased knowledge in our sites but also offers a more personal and knowledgeable service to our customers who call 24hrs a day, yet still receive the same high level of service no matter what the time.
The Propertyserve helpdesk is fully C&W branded and seen as an extension of the department. This reflects the reliability of the service offered which has given C&W confidence in Propertyserve communicating with clients and tenants. Propertyserve have led and encouraged innovation within the department through use of social media and offering of an iOs application. Alignment to CAFM goals continues to be investigated.
Just wanted to say a huge thanks for all your help during 2013, you’ve certainly made things a little easier for me when it comes to reactive maintenance. There have been a few “difficult jobs” shall we say but everyone at Propertyserve has been really good. Always wanting to help and get things right. It really is much appreciated.