Time Wasters in Facilities Management: Optimising Repairs for 2025 and Beyond

Written by Ben Yexley, askporter

With ever-depleting budgets and customers demanding increasingly efficient repair responses, how can facilities management (FM) companies maintain profitability? Time is a critical resource, making time-wasting unacceptable. Ben Yexley from askporter explores the extent of time wasted in the repair process and how technology must support improvements in 2025 and beyond.

The UK’s outsourced Facilities Management (FM) market, currently valued at over £35 billion, experienced a 4.1% growth in 2024, according to CBRE’s analysis. As inflation eases and financial conditions improve, a more moderate 3.2% growth is projected for 2025. As organisations seek cost-effective, high-value FM solutions, outsourcing expertise remains a key strategy for managing commercial estates. What, then, are the common challenges hindering profitability in FM companies?

1. Inefficient Contractor Management:

A prevalent issue in facilities management is the miscommunication and subsequent misdiagnosis of problems. Often, a communication gap occurs where the customer logs an issue, but the problem is relayed inaccurately, resulting in the deployment of the wrong trades professional, or turning up without the full extent of the work required, so either not having enough time to complete the work, or not having the right equipment, or both. Repeated occurrences of this can lead to significant financial waste before a repair is completed. In an industry with narrow profit margins, this is unacceptable. Implementing technology to monitor contractor attendance ensures higher customer satisfaction.One of Europe’s biggest FM provider’s, WISAG worked collaboratively with askporter to create ‘Ellie’, a AI agent that has become central for gathering diagnostic information from customers in an easy-to-use format, feeding it directly to backend systems for efficient assignment, work completion sign-off, and issue resolution.

2. Over-Reliance on Trust-Based Processes:

FM companies frequently rely on trust-based processes. Whether it’s a cleaner attending a scheduled job or a repair person logging an issue, instances of no-shows and missed appointments are common. Often, clients are only alerted to these situations when the customer complains, leading to a negative customer experience. This inefficient communication can result in contract cancellations and financial losses. Utilising technology to log attendance and track cleaning progress enables providers to verify job completion and escalate issues to the appropriate manager for prompt resolution, ensuring customer satisfaction. Retaining existing customers is more cost-effective than acquiring new ones, highlighting the importance of customer retention. WISAG has managed to improve contractor efficiencies by adopting askporter’s check-in and check-out system and enhanced cleaning operations by providing proof of service and allowing quick reorganisation of services if they were missed. Cleaners can also order necessary products, which are then sent to the property manager for sign-off and automated ordering, overcoming language barriers and high staff turnover issues. Furthermore, leveraging technology for accurate repair diagnosis generates substantial cost saving.

3. Slow Adoption of AI Technology:

AI powered technology has transitioned from a luxury to a necessity for facilities management companies. Neglecting technology integration leads to reduced productivity. Technology streamlines administrative tasks, allowing facilities and operations managers to focus on proactive management. With training, FM teams can effectively utilise new technology, maximising returns and improving operational efficiency, cost control, employee satisfaction, and keeping both clients and customers happy. This positively impacts the bottom line. Failure to leverage emerging facility management software, beyond traditional CAFMs, and data analytics for optimising operations, identifying potential issues, and making informed decisions leaves businesses at a competitive disadvantage. WISAG, Digital Transformation & Innovation Project Manager Kira Rosenmeyer, commented on the advantages in her organisation of adopting AI; “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.”

4. Neglected Assets:

Overlooking minor maintenance issues can have significant consequences. Delaying preventative maintenance until equipment failure occurs may seem cost-effective in the short term, but it leads to escalating disruptions and costs. Proactive asset maintenance saves time and money in the long run. Technology enables facilities managers to maintain oversight of property management, yielding financial benefits. Neglecting routine maintenance on critical systems like electrical infrastructure, plumbing, and elevators can lead to rapid problem escalation. Operational disruptions cause significant downtime and can result in financial compensation for clients. Implementing best practices and regular inspections allows facilities managers to prevent problems. An AI platform that orders supplies, gathers client and customer feedback, and processes supplier payments can mitigate negative impacts on reputation and finances. Proactive repair is essential for preventative maintenance; delaying repairs increases the risk of costly breakdowns.

5. Poor Resource Allocation:

Balancing expenditure, whether avoiding overspending or underinvestment, is complex, and facilities managers must often reconcile finances with operational needs. Inadequate budgeting can cause significant problems; misallocation of funds can lead to essential projects being abandoned. To prevent this, budgets should include provisions for emergency repairs and contingency funds to ensure timely completion of critical repairs. Budgets require continuous monitoring and adjustment to maintain financial accuracy.

Why Reducing Time Inefficiencies Matters and How to Improve:

Improving FM processes is crucial for the following reasons:

• Customer Satisfaction and Client Retention: Efficient and responsive maintenance services are vital for customer satisfaction and reducing turnover for FM’s clients. Unresolved issues or delays can lead to dissatisfaction and potential loss of customers.

• Cost Savings: Inefficient FM processes result in higher overhead costs, such as larger maintenance coordination teams. Improving first-time fix rates and reducing repeat visits generates significant cost savings.

• Reputation and Competitiveness: with a reputation for reliable and responsive FM services gain a competitive advantage. Improving FM processes helps differentiate providers and attract new customers.

• Compliance and Risk Management: Proper asset maintenance is necessary for meeting regulatory and safety standards. Timely issue resolution mitigates legal and financial risks.

By addressing these key challenges, FM managers can enhance client and customer satisfaction, reduce operational costs, strengthen their market reputation, and ensure regulatory compliance, ultimately improving overall business performance and competitiveness. For more information on leveraging technology for this purpose, visit askporter.com.