Once a call is logged, eMaintenance takes care of everything. The relevant contractor will be informed automatically (if configured to do so) using several different methods defined by the contractor, these are:

• Contractor web portal (ticket on screen)
• Fax - preformatted ticket instruction
• eMail - preformatted email with the facility to include attachments (e.g. voice files, safety method statements, job sheets etc.
• SMS - this is used by the contractors commonly for tickets received out of hours when no service desk is in operation.

The contractor is able to update their contact information (how they want to be informed about new tickets) and select and maintain separate contact methods for in and out of working hours. (e.g. in hours = email to joe@bloggs.co.uk, out of hours SMS to 07777 123456)

Contractors can log into their web portal at any time to check on the status of their outstanding calls & submit quotations for jobs. Where eMaintenance has been interfaced with a financial system, users can even submit their invoices online.

When the contractor arrives on site, they call the eMaintenance automated phone system (IVR) to check in on site and update the ticket status.

eMaintenance also has the functionality to require the contractor to answer appropriate safety questions for example “Are you trained and competent to complete the work requested of you?” - These actions, including health and safety questions and responses (e.g. pressing 1 to confirm they are trained and competent) are tracked and recorded in the database for the specific ticket. If needed they can leave a message explaining any issues about the job, which is automatically attached to the ticket as an audio file.

All this information is updated instantly and visible to all parties. The IVR will issue a warning if there is another contractor working on the site. This system ensures that safe working practices are observed by all contractors working at sites.

• The contractor IVR function has many benefits:
• You know when a contractor arrives on site in real time
• The contractor can advise of any reason why the ticket can not be completed in 1 visit (e.g. parts on order)
• The store, contractor & management can see the ticket updated immediately, including any issues
• Safety audits can be conducted unannounced as required

The Safety Audit & Reporting Module allows management to conduct unannounced on the spot safety audits with contractors that have checked-in as onsite either through the IVR or the eMaintenance contractor portal.

• eMaintenance shows all of the tickets where a contractor is currently checked in onsite and therefore will be available for auditing.
• The user can choose to download a paper copy of the full safety audit for completion offline and later input into the system

Preventative Maintenance

eMaintenance provides an interface for ongoing or repeat maintenance tasks to be created and managed via the management and contractor portals. Using this module, tasks are created once, assigned to specific sites and automatically rescheduled at selected time intervals. Contractors can also use this module to place one-off tickets for preventative tasks.