About Knowledge Response Center
Knowledge Response Center is powered by InfoCentre, McKinstry’s proprietary Web-based facility management tool that facilitates the management of issues and information, stores facility specific procedures, tracks responses, measures response levels, and reports results. InfoCentre provides a portal for all critical facility information including real-time utility usage and building control system optimization information. The center is staffed 24x7 with a team of customer service representatives (CSRs), energy engineers and HVAC and building control system specialists to ensure we are always able to function as an expert resource for your facility. Features of InfoCentre include information and issue management, computerized maintenance and workflow management, building control system remote monitoring and diagnostics, active energy management, and other services focused on turning building-related information into knowledge-based actions.
CSRs touch every issue reported through InfoCentre to ensure reliable, expedient, and proper handling of all requests. Our team of experts administers issues through to resolution using a combination of high-touch and high-tech, with a typical initial issue response time of less than 15 minutes.
With Knowledge Response Center, managers are better able to improve occupant satisfaction, reduce operational costs, improve vendor performance, manage staffing levels and deployment, and actively manage energy consumption.
The technology component of InfoCentre consists of a robust Web site developed for each location being managed. Separate sites for each building or facility allow every location to use InfoCentre for various building-specific applications, while linking to a common back-end data source for organization-wide standard operating procedures, corporate processes, and company-wide analysis.
As soon as an InfoCentre site is created, occupants, managers and vendors can begin collaborating online for issue reporting and management. InfoCentre is populated with all relevant data to each building or facility, allowing for comprehensive reporting and analysis capabilities by management and access (at varying degrees based on built-in security levels) by staff, building engineers and vendors
InfoCentre provides a company-wide platform for facility –related data input and access; so standard and custom reports are available for tracking financial, performance and other operational data across disparate locations.
InfoCentre’s Web-based technology is integrated with a 24x7 service desk that includes a dedicated team of customer service specialists for each InfoCentre customer. This allows the teams to be especially proficient in dealing with location-specific needs. They are also trained in all business protocols pre-defined by each customer, which specify how particular issues are handled, by whom, and the permissions that are required to do so.
Customer service teams touch each issue reported through InfoCentre, personally seeing them through to resolution. And because the Web is sometimes not the most convenient communication mechanism, the InfoCentre customer service desk always accepts and responds to requests by phone, fax or email with the same diligence and expediency as those made via the InfoCentre Web site.
Take a look at how InfoCentre easily combines its technology function with customer service to offer you the best of high-tech and high-touch:
InfoCentre manages everything from critical data centers to a portfolio of geographically dispersed buildings for a major office Real Estate Investment Trust (REIT). With over 90 million square feet of occupied space either already operating or currently contracted in numerous major metropolitan markets across North America, InfoCentre is rapidly developing the scale to ensure McKinstry is the market leader and dominant provider of Internet-based facility services.
While the general benefits of using InfoCentre -- from increased productivity to improved efficiency to greater tenant retention – are the same for any type of business, InfoCentre does offer some industry-specific benefits that make it the right choice for property management, corporate organizations and critical environments.
- Service Request Management: InfoCentre manages the reporting, tracking and resolution of all facilities-related requests by your tenants and staff online, ensuring faster service and vendor accountability.
- Preventative Maintenance: While preventative maintenance is one of the most important functions within your property or facility, it often gets overlooked because of more pressing day-to-day matters. InfoCentre offers you a convenient way to manage and track all building equipment and systems that require routine maintenance.
- Reporting Capabilities: The real-time reporting and analysis capabilities of InfoCentre allow you to easily view what’s going on within your organization. InfoCentre’s building-specific, regional and portfolio-wide reporting functions cover such categories as financial, performance, vendor, account and aging.
- Productivity Increases: By eliminating the tedious process of receiving and logging service requests, dispatching approved vendors, and following up to ensure that work has been done properly, InfoCentre allows you to efficiently manage more space, with fewer resources, and in less time.
- Centralized Information: InfoCentre provides a single, consistent and easy-to-use interface for securely accessing all operational data for geographically dispersed organizations.
- Scalability: InfoCentre is extremely scalable and can meet the growing needs of your business. It provides a single platform for various operational function, including e-procurement, emergency services, CRM applications, accounting systems, desktop concierge services, lease administration and site scheduling/messaging.
- Energy and Operating Cost Reduction: As energy costs increase, keeping a close watch on usage is more important than ever – especially within a critical environment. InfoCentre provides trending reports, giving you detailed information about your energy consumption so that your business runs profitably.
- Emergency Response: While InfoCentre can easily handle day-to-day workflow management, its strengths especially come into play during an emergency situation - something that is crucial in Critical Environments. By submitting a quick e-form or making one phone call to InfoCentre's 24x7 customer service desk, you can immediately escalate virtually any issue towards resolution.
- Standard Operating Procedures: Developing and updating Standard Operating Procedures (SOPs) within a Critical Environment is essential to maintaining day-to-day operations. InfoCentre offers a central repository for all SOPs that is easily accessible from a Web browser - anytime, anyplace.