Incident management

A more reliable, efficient and cost-effective way of resolving issues is within easy reach for facility managers.

Incident management: so many messages, so many channels

Certain truths are self-evident for companies that manage large building complexes or provide building services. One is that day-to-day fault messages, incident reports and maintenance requests come in many guises and arrive via many channels – some analog, others digital and still others face to face.

Planning effective maintenance procedures as this flood of information rolls in is not easy – especially amid the fog of fuzzy communication. One incident is described inaccurately; another gets reported several times by different people.

A holistic, IoT-based approach to incident management is the remedy to all these ailments.

Benefits at a glance

  • Resolving incidents faster and more consistently
  • Handling incident reports centrally saves money
  • Efficient planning and executing of maintence work

The benefits of incident management


Saving money

Handling incident reports centrally, helps building managers save money. Past projects have cut costs by as much as eight euros per report.


Clear, consistent descriptions

Employees know exactly what the problem is. This cuts down on unnecessary trips.


Optimized personnel and deployment planning

An integrated fault management system serves to handle all messages centrally. This makes it easier to plan and execute actions to rectify faults.

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Good air quality attainable with IoT solutions

So how do companies actually transition to central incident management? One way is to add uniform templates for reporting issues to employees’ smartphone apps. This option reaches the largest possible group of users.

Uniform messaging templates bring all reports up to a consistent level of quality. And they are universally understood by all user groups.

Indoor localization and navigation solutions can enhance these messages with reliable information on the location of the problem. This enables technicians to map out more efficient maintenance routes. A quick entry in the app is all it takes to indicate that the fault has been rectified and the job completed.

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