How Sasol successfully maintains 6,000 buildings worldwide with service management
Facilities management companies are responsible for the ongoing maintenance of buildings, and IT Service Management plays a crucial role in helping manage and quickly resolve incidents raised by those who work within their respective sites. As facilities management companies expand their property portfolios, there is an expectation that each site will receive the same degree of attention and level of support.
This is exemplified by Sasol Real Estate Services Group (Sasol). Headquartered in Johannesburg, South Africa, Sasol is responsible for all aspects of facilities management, including maintenance and support, security service and property management across 6,000 buildings in 32 countries.
As with many facilities management companies, Sasol previously deployed an extremely manual process – comprising spreadsheets, documents and forms – which was overseen by the Facilities Helpdesk within the Head Office. This often resulted in a limited overview of what was happening across the company as a whole, making it difficult for Sasol to provide reliable service management.
In a bid to gain a more holistic view, Sasol sought a dedicated facilities management service solution. However, it quickly discovered that the most technology catered to the IT service desk alone, focusing on solving issues at helpdesk level, not at the facility fault point. Seeking an all-embracing solution, the company turned to Ivanti Service Manager to automate and streamline its processes. Since integrating this solution into its IT stack, the company has reduced its back-end manual processes by a staggering 90%, crucially allowing it to enhance its workforce’s productivity and output. Sasol now deploys a fully functional service desk that covers issues, maintenance, asset management, estate services and venue bookings.
Beyond this, Sasol also uses Ivanti Service Manager to assist its own internal team expansion and define its service delivery. It achieves this by accurately categorising the types of requests into ‘hard’ and ‘soft’ service requirements. This classification system enables the company to allocate the right resources and personnel as service. The flexibility and accuracy obtainable as a result of this process has seen the company expand it across all departments.
Staying one step ahead of the game
When manging vast portfolios, facilities management companies, such as Sasol, have to constantly juggle a flurry of service desk incidents and requests as they are created. Using the Incident Management module within Ivanti Service Manager, Sasol has been able to prevent, schedule and automate checks, as well as organise follow-up inspections with the appropriate external suppliers. This automated process has significantly reduced the time spent on maintenance requests and alleviated the team to track, check and maintain facility assets proactively before they fail, therefore minimising business downtime. This optimised approach has crucially transformed Sasol’s reputation from being a reactive problem solver to a proactive maintainer.
In addition to driving substantial business efficiencies, Ivanti Service Manager has also proven instrumental in other areas such as IT Asset Management. Sasol now utilises this platform to manage all of its physical assets, including registered vehicles, artwork, buildings and land plots. Further utilising the Incident Management workflow, the system alerts Sasol if too many incidents are logged against a particular item, allowing the respective manager to effectively evaluate the full asset lifecycle and decide on appropriate ongoing maintenance and repair.
As facilities management companies seek to build their property portfolio, IT has the power to accelerate growth. As demonstrated by Sasol, with the right solution, businesses can optimise their workflow, increase productivity, reduce time-consuming backend processes and transform market perception from problem fixers to proactive maintainers.