The ISS 24/7 Blog

Providing Insight for the World’s Greatest Properties

2017: The Year of the Unified Solution

January 05, 2017

illustration of a digital network of people and applications.pngWe’re calling it now.

This year will be the year of the unified solution. But, you’re probably wondering how we know this, right?

It’s because operations are motivated to employ Proactive Operations, which makes unified solutions the obvious answer.

You can’t apply the Proactive Operations methodology without the intention of maximizing your efficiency. There’s no way around it.

How efficient is using multiple tools – from various vendors – to operate? It’s not efficient in any way. It’s what so many operations are still doing.

But, we know 2017 will be the year you move away from this model.

The current approach of using individual tools forces you to maintain a reactive state, because you always depend on different applications to perform well.

It also means you’re relying on different vendors to remain effective.

It’s not the case with unified solutions.

A unified solution is one solution that helps you cover all bases – they evoke Proactive Operations.

This mindset will help you reach a new level in 2017.

So, let’s get started.

Make 2017 the year you transition to a unified solution for good.

Unified Solutions Support Proactive Operations

The not-so-secret recipe to implementing Proactive Operations throughout your property is your ability to be proactive.

Is this obvious? Then, why are so many operations still struggling to achieve this?

The answer: you’re using too many different software tools to run your property’s operations.

How proactive can a team be when your technology is causing you to overextend yourself and ultimately break down from lack of awareness, communication, documentation, and analysis?

You can’t be very proactive at all, can you?

  • Use of legacy software limits you
  • Managing too many tools prevent seamlessness
  • Discrepancies with information diminish data integrity
  • Unaligned teams lead to substantial communication issues
  • Poor communication puts everyone on a different wavelength

These are problems that are easy to identify, but it’s the ones you don’t even know exist that cripple your organization.

We call it “The Not-Knowing-You-Can't-See Phenomenon.” You can learn about it here.

Do you know how to fix this? Move to unified technology.

It will allow you to employ Proactive Operations across all departments. That way, you don’t miss a beat.

Deploy unified technology. Create a unified organization. Achieve Proactive Operations.

The Traits of a Unified Solution

Now, you’re probably itching to know what ‘unified’ entails.

There are two primary attributes of a unified solution that will change the way your operation functions.

  1. Related Modules Talk to One Another
  2. Link Records to Other Associated Records

Let us explain.

1. Related Modules Talk to One Another

You gain exceptional skills when you remove the multitude of individual tools from your strategy.

You produce a unique operation whereby all functional departments work together to achieve your desired outcome: running a proactive operation.

Consider this; you have three tools:

  1. Text Communication
  2. Incident Management System (IMS)
  3. Computerized Maintenance Management System (CMMS)

Independently, they work fine. Each system is web-based and offers quite a bit of functionality and flexibility for departmental teams.

But, they are from different vendors and each of your departments utilizes the systems separately.

A disjointed operation creates inefficiencies you can’t afford.

Then, bring them together as one solution.

A top-notch solution will give you the ability to coordinate between related modules.

Let’s say several guests witness a fight on your property.

During the dispute, each witness sends a text message to your Text Communication module.

The first text message received reports the fight.

Your dispatcher sends the incident from this module to your Incident Management System – within seconds.

Once the incident is passed to the IMS, you receive another incident report from your frontline staff via their Incident Management Mobile App.

This report notes that several guests have sustained injuries during the fight.

From the dispatch queue, you must dispatch all need-to-know teams:

  1. Fire Rescue
  2. Police
  3. Housekeeping (there could be blood on scene)

Staff arrives on-scene, and after the incident calms down, a Supervisor confirms there is broken furniture that Engineering needs to attend to at some point.

After filling out the critical details in your IMS dispatch queue, your dispatcher sends the details over to the CMMS by creating a work order from the dispatch queue. Yes, right then and there, in present time, this information can be passed off to maintenance in a format that is actionable and trackable.

The maintenance team might not be able to handle this repair immediately. But, it’s critical that they are aware so they can take care of it following your event.

How is this for a unified operation?

This is what you need. There’s more, though.

2. Link Records to Other Associated Records

Do you recall the report made by your frontline staff regarding injuries from the fight?

Well, that incident was initially entered into the IMS as a separate incident. But, in these solutions, you can link this medical incident to the main incident for the fight.

This ability is simple, yet profound.

  • It ensures that nothing ever slips through the cracks.
  • It allows your team to connect the dots on the fly.
  • It helps you review the incident at a later time without worrying whether you’re missing the whole story.

It doesn’t end here either.

Now, a wheelchair request is sent into your Request Tracking Software from a supervisor. A different module in your solution.

The wheelchair request was for a bystander that was injured from the fight. The aftermath is not too bad, but they did suffer a sprained ankle.

Showing them how your world-class organization delivers the first-class service they expect, you’re escorting them to their car in a wheelchair that was promptly provided to them. 

Go ahead and connect this particular request to the incident record as well. Get the full picture and have complete control of your operation.

Use one solution that lets you achieve every level of efficiency you need.

Over to You

Put the concept of individual tools out of your mind starting today. It’s something of the past because it’s not efficient – it’s so 2016.

2017 is the year of the unified solution and the only solution you need from this day forward.

Learn how to employ Proactive Operations using strategy, infrastructure & technology.

Topics: Incident Management, Text Communication, Maintenance, Proactive Operations

SUBSCRIBE TO ISS 24/7'S INDUSTRY BLOG

Join 600+ fellow industry experts! Subscribe to ISS 24/7's blog articles to receive great industry content delivered right to your inbox. Enter your email address below:

Post a comment for today's blog...

SUBSCRIBE TO OUR BLOG FOR EMAIL UPDATES

Learn how to employ Proactive Operations using strategy, infrastructure & technology.

POSTS BY TOPIC

See all