Trades & Home Services
Facilities Management Suite
Beat every SLA clock, protect every planned visit, and never lose a contract to paperwork.
Small commercial FM and maintenance contractors running recurring hard-services and soft-services agreements on offices, retail, schools and other commercial estates, with SLA response clocks, statutory PPM and compliance obligations, and a heavy reliance on subcontracted labour. Positioned around the hard-services and contract-compliance core (MEP, HVAC, statutory), not one-off consumer callouts or standalone cleaning.
Illustrative failure hypotheses
Questions for the audit to verify
Missed PPM visits: reactive callouts cannibalise planned preventive maintenance, breaching contract scope and inviting client churn.
Compliance-certificate gaps: work is done but gas, fire, PAT, LOLER and HVAC certificates are filed late or lost, causing failed inspections and non-billable rework.
Overtime and agency backfill: coverage gaps get plugged with overtime, agency calls and goodwill instead of optimised routing.
Job-to-cash leakage across three to five disconnected tools: parts used on site never make it onto the invoice, and finance never updates in real time.
Silent contract non-renewals: manual contract admin misses the renewal window worth the entire recurring account.
Poor first-time-fix and excess travel: static scheduling sends the wrong engineer or forces a second visit, burning drive time and labour.
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
SLA Response-Clock Monitor
Starts a contracted-response countdown the moment a reactive callout is logged and escalates before the SLA breaches.
The audit must validate the evidence, permissions, review boundary, and stop condition before this role enters a pilot scope.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
SLA & Reactive Response
Start the contracted-response clock the moment a reactive callout lands, dispatch the nearest qualified engineer, and escalate before any SLA breaches.
Designed role descriptions ↓Close ↑
SLA Response-Clock Monitor
Starts a contracted-response countdown the moment a reactive callout is logged and escalates before the SLA breaches.
Dispatch & Route Optimiser
Assigns the nearest qualified, in-hours engineer to each job and rebuilds the day when an urgent callout lands.
Planned Maintenance & Compliance
Generate and protect PPM visits, and keep every statutory certificate stored, current, and chased before it lapses.
Designed role descriptions ↓Close ↑
PPM Scheduler
Generates planned preventive maintenance visits from each contract and protects them from being cannibalised by reactive work.
Compliance Certificate Vault & Expiry Chaser
Stores statutory certificates, flags expiries early, and blocks the work-done-but-paperwork-late gap that fails inspections.
RAMS & Method-Statement Generator
Produces a task-specific risk assessment and method statement for each job before an engineer or subcontractor mobilises.
Proof of Work & Job-to-Cash
Capture proof of every visit and the parts used so nothing leaks between the van and the invoice, and keep van stock linked to jobs.
Designed role descriptions ↓Close ↑
Proof-of-Work Job-Sheet Capture
Collects photos, signatures and parts used at the job and hands a clean, complete record to Money Flow so nothing leaks before invoicing.
Parts & Inventory Tracker
Links van and store stock to jobs, keeps counts accurate, and reorders before a part runs out and forces a second visit.
Quote & Estimate Builder
Turns reactive findings and failed assets into priced remedial quotes fast, before the client goes elsewhere.
Assets & Subcontractor Oversight
Maintain a per-building asset history that drives informed quoting, and score the subcontracted majority of the work on response, first-time-fix and cost.
Designed role descriptions ↓Close ↑
Asset Register & Maintenance History
Maintains a per-building log of every asset and its maintenance history to drive informed quoting and lifecycle decisions.
Subcontractor Scorecard
A proposed role to scope and validate before any pilot use.
Contract Retention
A proposed work stream whose scope and evidence must be agreed during the audit.
Designed role descriptions ↓Close ↑
Contract Renewal Chaser
A proposed role to scope and validate before any pilot use.
Client Portal Digest
Sends each client a per-contract SLA-and-compliance summary that proves delivery and makes the account hard to lose.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
SLA response compliance rate
A candidate metric; its source and baseline are not yet defined.
PPM completion against scope
Percentage of planned preventive visits completed on schedule, protecting contract scope from reactive encroachment and reducing client churn.
Certificate on-time submission rate
Percentage of statutory certificates (gas, fire, PAT, LOLER, HVAC) filed before deadline, closing the work-done-but-paperwork-late gap that fails inspections.
First-time-fix rate
Percentage of jobs resolved on the first visit, lifted by smarter dispatch and driving down drive time, overtime and revisits.
Revenue leakage between site and invoice
Value of parts and labour used on site that never reaches the invoice, closed by proof-of-work capture feeding Money Flow.
Contract renewal rate
A candidate metric; its source and baseline are not yet defined.
Subcontractor first-time-fix rate
A candidate metric; its source and baseline are not yet defined.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
More in Trades & Home Services
Browse all suites →Commercial & Residential Cleaning Suite
Answer every ring, price the walkthrough same day, and keep recurring routes full when crews churn.
View suiteConstruction & Contractor Suite
Quote faster, keep every site moving, and never let a change order eat your margin.
View suiteHome Services Suite
Answer every call, fill every slot, and turn one-off jobs into recurring revenue.
View suite