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EXPERT VIEWS

USE OF TECHNOLOGY
IN THE FM INDUSTRY
EXPERT SERVICE

VIEWS CUSTOMER
VIEWS

Jeevan J D’Mello
Chief Customer &
Community Officer,
Emaar Properties PJSC
VAT AND ITS EFFECTS General Manager, U their rights and have access
Shahzad Malik
nlike the days of old,
customers today are very
Legacious Facilities
empowered, understand
Management LLC
to information at their fingertips.
With several online forums and social
networking platforms, they also have
iddle East, especially
access to the feedback of others enabling
the UAE is growing at a
them to make informed peer-based
fast pace, and so is the
decisions. Customers expect instant
M Facilities Management
Mahmud P.K. feedback, and there is a constant
Merali (FM) industry. FM companies are being ‘conversation’ happening that influences
Group Executive Partner, challenged with delivering quality brand perceptions and customer
Merali’s Group service on a budget and demanding experience. Customers expect genuine
KPIs. Thankfully, advancement of two-way interaction and a quick
AT is nothing but the technology is on the rise and FM response to their queries, and swift
excess amount which is companies need to adapt to survive in redressal of their grievances, if any.
ultimately paid by the final this demanding market. In today’s changed scenario,
V consumer. The standard We have already witnessed a rise especially in the field of Community
5% rate is applied on all the good and in CAFM (Computer Aided Facilities Management, it is essential that
services supplied however there are Management) software usage by major we carefully listen to our customers
certain services which are zero rated FM companies with a few leading the and demonstrate to them that their
(where input tax credit or refund can way with implementation of mobile feedback is being considered and
be claimed) and certain services which applications. If we want to benchmark prompt action is being taken.
are exempted from tax. There are ourselves to international standards, Every community management
some changes that will occur in how we need to move towards Predictive company should, if they haven’t
businesses operate that need to be Maintenance where we can forecast already, embark on a comprehensive
tackled in order for the business to be the life of an asset, its maintenance and intuitive learning and development
ready for the implementation of VAT. schedule and even avoid major program to ensure their staff are duly
The major change will be on the cash breakdowns through early intervention. trained on customer service.
flow management, which in turn brings Predictive Maintenance can be achieved At Emaar, we enable our people
up positive notes to the business as through RFID sensors and Artificial to build professional careers and in
improved billing and collection systems Intelligence. With this combination, this, training and mentoring are a key
can assist in minimising adverse effect FMs can benefit from: part of their all-round development. I
of tax. As service charges such as utility, • Achieving near 0% asset downtown personally conduct induction for all new
and maintenance of common areas • Remote scheduling and dispatching members of the customer-interacting
will all be subjected to the standard • Going paperless team to ensure they understand our
rate of tax, companies need to consider • Online platform to manage requests brand and values, and let them know
how they will be pricing their services and job orders (with tracking) firsthand about how important our
so they are not found or perceived • Provide live update to clients for customers are for us. Every member
profiteering. Adding on to that, IT work on progress of the team has a specific training
systems will need to be upgraded or • Maximize efficiency of taskforce schedule and development plan to
modified to produce accurate budgets for thereby reducing man-power ensure they are prepared to deliver the
the service charges. required per site best customer service.
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