Prioritized Response

How do we define a prioritized response? Is there an easy way to understand how quickly your work order will be processed, issued, and resolved?

LESCO 360 takes the guesswork out of these questions. We work with property managers to keep them informed of how quickly they can expect a resolution to the problem or need.

Our prioritized response process

When a customer calls LESCO 360 and explains the need — whether an emergency, scheduled maintenance call, or something else — we’ll immediately create a work order for the project.

Within the project, there is an option for us to assign a “Priority Type.” This helps us track which calls need to be addressed immediately, which can be scheduled soon, and which are a little bit further out.

For example, is there overflowing water in the building? If so, we would assign a much higher priority type to this than to someone who wants to have their HVAC ductwork cleaned.

Vendor communication

Once we determine the appropriate level of response that is necessary for the work order, we’ll then review the client’s approved vendor database using our matrix. It takes into consideration client preferences and the needs of the location.

As one consideration, if the HVAC is out during the summer, the location may have a built-in telecommute option for its employees. We can communicate that to our vendors that, yes, it’s an urgent need but they won’t be sitting in a sweltering office if they don’t get there tonight.

LESCO 360 Priority types

Our IFM customer service representatives use a 5 tier rating system to determine priority type. We assign these to each service request based on its urgency.

The following are definitions of each Priority Type:

1 = EMERGENCY (2-HOUR OR LESS RESPONSE TIME)

Some examples of an emergency include a bad odor in the facility that is making employees sick, a building that is on fire, or a power outage in the facility.

2 = SAME DAY RESPONSE

Note that Type 2’s cannot be given after 2 PM; rather, they’ll be assigned as a 1 or a 3 after that timeframe.

Examples of a same-day response include no heat/AC in the entire building, the front door lock is broken, or a commercial toilet is continuously running.

3 = 24-HOUR (NEXT DAY RESPONSE)

Type 3’s are a little less urgent, usually involving situations that can bypass a vendor’s emergency rate. These can include a clogged toilet in the restroom with other facilities available, a janitorial company that forgot to clean, or a non-commercial toilet running continuously.

4 = ONE WEEK RESPONSE

Type 4 prioritized response situations are even less urgent and almost always involve something that does need to be addressed, but can wait. For example, a missed trash pick up or if a retail store needs a banner hung would fall under Type 4 work orders.

5 = AS SCHEDULED (CONTRACTED MAINTENANCE)

Every facility has scheduled maintenance. These are expected repairs or ongoing maintenance, such as changing the HVAC filters, cleaning the carpets, landscaping (including spring cleanup), a handful of blown light bulbs, and so on.