Facilities Vendor Management Software

Service request creation by FM staff or via a building user self-service portal, with categorisation by service type -- cleaning, mechanical, electrical, security, catering -- that determines which contracted vendor the request is routed to. Priority assignment based on the nature of the fault, with high-priority faults triggering immediate contractor notification rather than waiting for a scheduled routing cycle. Full job detail captured at the point of request -- location, asset affected, description, photos -- so the contractor has the information needed to attend without a follow-up call. Service request history by building, floor, and asset for trend analysis and recurring fault identification. The request system that replaces email as the operational record for FM service demand.

Contractor assignment based on service category, site location, and contractor availability. Primary and backup contractor configuration per service category so that if the primary contractor cannot respond within the required time, the backup is engaged automatically. Contractor capacity visibility so FM managers can see each contractor's current job load before assigning additional work. Scheduled work coordination for planned preventive maintenance visits -- contractor calendar view with upcoming PPM jobs, resource requirements, and access arrangements. Contractor notification by email or app push at the point of assignment, with job details attached. Assignment history per contractor for performance review and contract renewal conversations.

SLA configuration per contract and service category -- emergency response time, urgent response time, routine response time, and completion deadline. Automatic SLA timer started at the point of service request creation. Real-time SLA status display for FM managers showing which jobs are within SLA, approaching the SLA deadline, and already in breach. Automatic escalation notifications to the FM manager and, where contractually appropriate, to the contractor account manager when SLA deadlines are at risk or missed. SLA performance reporting by contractor, service category, site, and period -- the data that makes contract review conversations factual rather than disputed. The monitoring layer that removes the need for FM staff to manually track response times across multiple contractors.

Site access management for contractor visits -- pre-registration of contractors with insurance certificate, safety certification, and induction completion recorded before site access is granted. Access request workflow for unplanned visits requiring advance authorisation. Permit-to-work workflow for high-risk maintenance activities -- hot works, confined space entry, working at height, electrical isolation -- with permit issue, active period tracking, and permit close-out managed in the system rather than on paper. Contractor induction tracking with expiry alerts when inductions are due for renewal. The access and permit management layer that demonstrates contractor safety management as an organisational practice rather than a paper exercise.

Work completion recording by the attending contractor -- job description, time on site, parts used, completion photo, and any follow-up actions identified. FM manager or site representative sign-off on completed work, with the ability to note quality issues or request remedial work before sign-off is granted. Disputed completion workflow where quality sign-off is withheld pending a remedial visit. Completed and signed-off work order status used as the gate for invoice validation -- invoices covering work orders that have not been signed off cannot be approved for payment. Completion quality tracking by contractor and service category for performance review. The sign-off layer that creates a verifiable link between work requested, work done, and work paid for.

Invoice processing workflow that matches each line on a contractor invoice against the corresponding completed and signed-off work orders. Line items that cannot be matched to a signed-off work order are flagged for FM manager review before payment approval. Contracted rates validation against the agreed schedule of rates per service category so that labour and parts charges are checked against contracted prices rather than accepted at face value. Invoice approval routing to the appropriate budget holder once FM validation is complete. Invoice history and payment status visible to FM managers for budget tracking without waiting for finance reporting. The reconciliation layer that prevents payment for work not done, work not signed off, or work billed at rates above the contracted schedule.