FaciliTag - Development of a SaaS incident management system:
FaciliTag is a SaaS solution designed to simplify incident management in residential, commercial and public buildings. The customer wanted a platform that would make it easy for occupants to report a problem and for building managers to deal with it quickly, while ensuring clear and transparent follow-up.
Iterates has designed and developed a complete SaaS solution designed to streamline communication between occupants, service companies and managers, making the reporting and resolution process much more efficient.
Features
- Report incidents in just a few clicks (photo, description, location)
- Manager Dashboard: real-time monitoring, prioritisation, assignment
- Status management (open, in progress, resolved)
- Integrated messaging between occupant, manager and technician
- Complete history of interventions
- Automatic notifications at every stage
Before iterates
- Dispersed incident management (emails, calls, shared files)
- Lack of visibility on ongoing problems
- Longer resolution times due to lack of centralisation
- Lack of clear traceability for occupants and managers
After iterates
- A single platform for all information
- Simplified and standardised declaration process
- Real-time incident monitoring via a dedicated dashboard
- Fluid communication between the various stakeholders
Impact of the solution
- Reduced lead times thanks to better internal organisation
- Reduction in the number of untreated or poorly monitored incidents
- Greater transparency for occupants and managers
- Professional tool for improving the quality of maintenance services
Skills used
- UX/UI design of a multi-role SaaS
- Back-end & front-end development (SaaS architecture)
- Integration of notification and messaging systems
- Setting up dashboards and key indicators
- Automation and email connectors
- Working with field teams to model incident flows
Our support
Iterates assisted FaciliTag with the complete design of the platform, from the definition of user paths to technical development. We worked closely with the managers and technicians to model the business flows, develop a robust and intuitive SaaS, and ensure that it went live under the best possible conditions.
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