Industry concern: data integration and customer engagement

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Data integration and customer engagement are causes for concern for the Australian facility management sector. Stuart Rees of TIBCO Software, explains why.

The facility management sector is constantly being challenged by the explosion of data and by the task of using this information to inform customers about their properties. As a result, there is currently some cause for concern for Australian facility managers when it comes to integration and analysis of data and communicating issues and performance with property owners.

Today, it is vital that facility managers collect data around all property aspects including energy efficiency, sustainability, legislative compliance, maintenance, risk management and tenant satisfaction.

Integrate your data
The first and by far the most important step to achieving improved data for customer communication is data integration. It provides facility managers with a holistic view of their facility to help them see potential risks and actions that need to be taken.

Most facility managers use a number of different systems to collect data, including CRM (customer relationship management), invoicing, supply chain management and others. Without the integration element, however, the information in these separate systems becomes siloed. This makes it impossible to effectively analyse the information and, as a result, opens up opportunities for information to quickly become out of date or incorrect.

The 2014 TIBCO data integration index revealed 85 percent of organisations surveyed use multiple systems internally to capture data. Only 35 percent of these systems are fully integrated, 48 percent are partially integrated, while 17 percent are not integrated at all. Moreover, 62.5 percent of companies say they have duplicate or disparate customer information in their systems.

By consolidating the wealth of information, which is accessible to facility managers, data integration can help address this discrepancy issue. And by extracting, transforming and loading data into a single view, data integration ensures separate sets of information work together to deliver a more comprehensive and useful view of the business.
For example, combining operations data with risk information can ensure managers are able to clearly see how these two areas work together and also identify potential issues.

Data integration assists facility managers in delivering updates to customers including potential risks to the property, concerns and asset performance information.

Analyse your data
Analysing data is just as important as integrating data. Analysing provides the ability to identify, understand and respond to real-time events. This includes comprehensive visibility in facility management trends and opportunities as well as the intelligence and the agility to recognise and react to problems even before they have happened.

Common issues include health and fire safety, security, maintenance and operational problems. Analysing data
can ensure these problems are addressed and quickly communicated to the customers. Analytics makes sense of data to provide facility managers with an overall view of the property to ensure they are able to identify problems quickly.

Facility managers need to better understand the significant improvements that analysis and data integration can bring to their organisation and start using it to their advantage.

Stuart Rees is the regional vice president – Australia and New Zealand of TIBCO Software.



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