Starting point
One general form carried all facility walkthroughs traffic. First-time inquiries and follow-ups on live matters landed in the same pile.
Case file FWS-CS-1010 of 20Integrated facilities management
Guiding facility walkthroughs visitors to the right door
What changed
For facility walkthroughs, messages arrive pre-sorted by the person who knows best: the sender. New and existing conversations no longer fight in one queue.
File card
- Client
- University campus facilities provider
- Region
- Fort Wayne, Indiana
- Team
- 8 staffone locally managed operation
- Timeline
- 15 working daysafter content approval, including staff review and handover
- Features
- 4 used
01Before
Where it started, and what was in the way
The problem
Day to day with facility walkthroughs, subjects gave nothing away. The morning sort consumed the hour that answering should have had.
02Build
What we built
Visitors first choose what they are doing: starting a new inquiry, following up on one, or asking a general question. Each choice leads to its own route, and the new-inquiry form gathers property use, floor area and service schedule.
- 01Contact categoriesEnquiries into your CRM
- 02Separate follow-up routeEnquiries into your CRM
- 03Relevant form fieldsEnquiries into your CRM
- 04Clear button labelsEnquiries into your CRM
03Timeline
How long it took
Start
Content approved
15 working days
Finish
Staff review and handover
As recorded for this project: 15 working days after content approval, including staff review and handover.
04After
What changed afterwards
For facility walkthroughs, messages arrive pre-sorted by the person who knows best: the sender. New and existing conversations no longer fight in one queue.
In the client's words
The different routes for facility walkthroughs reflect the calls we actually receive. We no longer have to guess whether someone is starting from scratch.
Next step
Want your walkthrough requests to arrive like this?
Book a 30-minute demo and we look at how inquiries reach your team today. Plans from $137 a month, the $797 build fee invoiced only after launch.
05Queries
Questions about this project
How long did this project take?
15 working days after content approval, including staff review and handover.
Which parts of the site did the work use?
Contact categories, Separate follow-up route, Relevant form fields, Clear button labels. They sit within enquiries into your crm, which every plan includes.
Why is the client not named?
Case studies on this site identify each client by type and region only, here a university campus facilities provider in Fort Wayne, Indiana. The quote is from Holly Goodwin, reception and bookings coordinator, published with permission.
Could the same work be done for our company?
Yes, if it fits how your inquiries arrive. Plans run from $137 a month plus a $797 build fee invoiced only after launch. Book a demo and we look at your current site with you.
06Cross-reference
Related case files and services
More case files
- FWS-CS-06Setting honest expectations for facility walkthroughsManufacturing site support services, Durham, North Carolina
- FWS-CS-18Evidence for facility walkthroughs content decisionsMixed-use building facilities company, Durham, North Carolina
- FWS-CS-20Keeping facility walkthroughs maintainable after launchOffice campus services contractor, Naperville, Illinois
Services behind this work
- Facilities management website developmentCustom-coded website development for facilities management companies: fast pages, structured service level data and CRM-connected enquiry forms.
- Facilities management website designA custom-coded website for facilities management companies, built around a documented service level ledger instead of generic service copy.
- Websites for integrated facilities managementAn integrated facilities management firm sells the absence of multiple vendors, so the site has to explain the single point of contact model clearly before it lists the dozen services that sit underneath it.
Close of file
See it built for your service lines
A live walk-through, on your screen, from $137 a month plus a $797 build fee invoiced only after launch.