How WISAG Reduced SLA Timeframes & Improved Service Quality with askporter

Introduction

WISAG, one of Germany’s leading service companies, provides a comprehensive range of facilities management (FM) services. With 50,000+ employees operating on over 250 sites, WISAG’s clients include some of the biggest companies worldwide, across various sectors, including logistics distribution, housing, commercial buildings, hospitals, airports, care homes, and data centres. In 2021, WISAG embarked on a journey to integrate askporter’s AI technology to streamline its services and enhance its client offerings.

Background

WISAG has established a strong presence in Germany and across Europe, with over 20,000 clients offices in Austria, Luxemburg, Switzerland and Poland. As their client base expanded, so did the complexity of their FM operations. They needed a centralised solution to more effectively manage maintenance tickets, cleaning operations, work order sign off, and maintain high service quality across different departments.

‍

The challenge WISAG faced

Before implementing askporter, WISAG faced several challenges:

1. Error-prone communication system: Their existing communication system relied heavily on calls and emails, leading to inefficiencies and lost information. The process of raising and managing tickets was prone to error.

2. User-unfriendly ticketing management system: The ticketing system was too complex for the tenants, which led to low acceptance. In addition, the back-end ticketing management system for employees was not up to date.

3. Need for Innovation: WISAG aimed to stay ahead of the curve in FM by incorporating AI and centralising service level agreements (SLAs) performance tracking.

‍

Picking the right solution

WISAG evaluated various solutions but found that no other system offered the AI capabilities and ease of use that askporter provided. Other ticketing management systems were either too complicated for tenants and staff, could not handle the complexity of WISAG’s service structure, or lacked the necessary back-end ticketing powers with automation and integration capabilities.

Solution askporter delivered

WISAG chose askporter for its innovative AI capabilities and seamless integration with their existing CAFM system. Key features include:

1. Ellie - Their AI Chatbot: WISAG’s white-labelled AI chatbot, Ellie, became a central tool for maintenance and cleaning operations. Ellie gathers diagnostic information from end-users in an easily understandable format, feeding it directly to backend systems for efficient assignment, work sign off and issue resolution.

2. Streamlined Ticketing Management System: askporter AI chatbot and back-end ticket automations helped reduce SLA timeframes and provided end-users with clarity and assurance that their issues were being addressed promptly. Askporter’s automated back-end ticket management further created a streamlined work and quote approval process for WISAG and their clients’ team.

3. Quality Control in Cleaning: Using askporter’s check-in and check-out system enhanced cleaning operations by providing proof of service and allowing quick reorganisation if services were missed. Cleaners can also order necessary products, which then gets sent to the property manager for sign off and automated ordering, overcoming language barriers and high staff turnover issues.

‍

Performance overview

Implementation process

The implementation of askporter was a phased and collaborative process:

Pilot Phase: WISAG conducted a small pilot in Frankfurt, testing the system with clients and employees over six months. This phase focused on office environments.


Expansion: Based on positive feedback, WISAG expanded the system to 10 more clients, involving internal sales and innovative clients in the testing process.


Scaling Up: In 2022, WISAG scaled the solution to new clients, ensuring that all new clients were onboarded with Ellie from the start. By the end of 2024, WISAG aims to transition all clients and assets to the new system for further efficiency gains.Integrating with existing system: While maintenance tickets were integrated with their existing CAFM system, Remuss, from the outset, cleaning tickets were managed and processed entirely within askporter, leveraging its automation capabilities for efficiency.

“askporter's AI capabilities have significantly improved our facilities management process. The ease of use for both our clients and staff, coupled with the powerful backend automations, has led to increased efficiency and better service delivery. We are now able to centralise all our information and respond to issues more swiftly and effectively than ever before.”

— Kira Rosenmeyer, Digital Transformation & Innovation Project Manager at WISAG

‍

The integration of askporter brought significant improvements:

1. Increased Efficiency: Communication became more customer-focused, with easy language and AI-driven automation reducing workload and improving the cross-functional FM processes by allocating the right engineers to the right jobs.

2. Centralised Information: For the first time all WISAG’s communication and issue tracking were centralised within one system.

3. Enhanced Service Quality: The automated categorisation and flagging of issues ensured faster and more accurate responses. askporter’s capabilities in WISAG’s cleaning operations improved internal service quality and product ordering processes.

4. Empowered Managers: By streamlining tenant-engineer communication and issue tracking, building managers can get a clear overview of tickets. 

5. Improved SLA Tracking & Response: WISAG saw more efficient tracking and delivery against SLA times, faster ticket resolutions, and better overall communication.
6. Improve Transparency with their Customers: WISAG clients can see their own properties data, that SLA’s are being met & access their own performance insights. Creating more trust with WISAG’s customers through transparency.

The biggest success for WISAG with askporter has been the systematic solution across different departments, and ease of use to both clients and their tenants, enhancing the overall client experience. askporter’s AI-driven chatbot not only improved ticket management but also streamlined backend processes, ensuring proof of timely service delivery.

WISAG plans to embrace more AI possibilities with askporter, making their processes even more intuitive for clients and adaptable to different business divisions and customer needs. By eliminating the middleman, WISAG aims to continue providing seamless, efficient, and high-quality FM services across Europe.