Contact centre
One Service Queue for Every Facility Request
Occupants and tenants reach you through whichever channel suits them. Everything lands in one queue, classified, prioritised and tracked to resolution.
The business problem
Requests arrive everywhere except one place
A tenant calls reception, emails the building manager, messages a WhatsApp group and raises the same issue through the portal. Four records exist, or none do. Response times cannot be measured because nobody agrees when the request was made, and escalation depends on whoever happens to be reading their messages.
The IntelliGrid approach
Multi-channel intake, single service queue
Every channel feeds the same queue. AI classifies the request, identifies the likely location and asset, applies the correct priority and SLA, and routes it for dispatch. The requester receives status updates automatically, so progress chasing stops being a phone call.
Intake
Seven channels, one queue
IntelliGrid Contact Centre
The contact centre screen
Interface shown with illustrative demo data.
Capabilities
Contact centre capabilities
Multi-channel intake
Requests captured identically whether they arrive by voice, message, form or walk-up.
AI classification
Category, likely asset, location and priority proposed from the request text or transcript.
Work order automation
Qualifying requests become work orders without an operator retyping the details.
SLA management
The applicable response and rectification targets applied at the point of capture.
Escalation
Time and severity based escalation to named supervisors, with notification.
Tenant communication
Acknowledgement, progress and completion messages sent on the originating channel.
Emergency handling
Priority-one paths that bypass normal queueing and notify the command centre.
Multilingual operations
Requests handled across the languages your occupant base actually uses.
Service analytics
Volume, channel mix, response time, resolution time and repeat request analysis.
Workflow
A request end to end
STEP 1
Request received
Tenant reports that a meeting room is not cooling, by WhatsApp.
STEP 2
Classified
AI identifies ACMV, Level 8, and matches asset AHU-08.
STEP 3
Prioritised
Medium priority with a four-hour rectification target applied.
STEP 4
Dispatched
Assigned to the available technician covering that zone.
STEP 5
Resolved
Work completed, evidence attached, tenant notified and asked to accept.
Business benefits
Connects with
Transform your facility contact centre
We will map your current channels and show how they consolidate into one measurable service queue.