Frequently Asked Questions

1. What is a tenant service solution?
2. What steps does a tenant go through?
3. What is ServCtr?
4. What are the hours of operation?
5. How does ServCtr work?
6. How do Tenants get in contact with ServCtr?
7. What if a Tenant wants to call the Property Manager or the site manager?
8. What happens if there is an emergency?
9. What does it cost?
10. Who owns SynchroSERV?

1. What is a tenant service solution?

A Tenant Service Solution is any combination of people and technology that work together to manage the tenant request process from beginning to end.

What do we do?

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2. What steps does a Tenant have to go through?

A tenant or other user contacts the centre via telephone (using the central number) or by email, fax or over the web. Once in contact, the user simply gives their information or service request directly to the Building Service Co-ordinator (BSC). Users who are more familiar with the system, such as tenant co-ordinators, typically enter requests directly from their computer.

If the request is for routine information, the BSC simply answers the question & logs the transaction for future tracking. If the request is for routine service the BSC executes the request and a Work Order (WO) will be generated and routed to the appropriate service provider.

Of course it doesn't end there because the service provider has to accept a pre-set deadline for service completion (based on the specific service type, tenant, time of day, etc.). Assuming that the service provider does accept, it's business as usual. The system will update the job status to "In Progress", which the user can check on the web at any time, and the service provider will complete the activity and close out the WO via contact to the service centre.

If the WO is closed before time runs out, the status will be updated as "Resolved" and the BSC will later put in the final comments and cost information prior to closing completely. If, on the other hand, the time runs out and the WO still isn't closed, the system will automatically notify the BSC as well as anyone else who has been pre-selected for notifications. In SynchroSERV terminology, missed deadlines are referred to as exceptions, and the priority immediately becomes informing key stakeholders so that exceptions don't go unnoticed. SynchroSERV can't stop things from going wrong, but it can stop things from falling between the cracks. As with missed deadlines, exception requests are escalated to ensure that notification is assigned to the right person. Typically these requests are routed either directly to the property manager or to the manager's assistant.

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3. What is ServCtr?

ServCtr is the trade name for SynchroSERV's award winning software system.

It represents a whole new approach to the Tenant Service Process... Serve Centre (ServCtr) "Rules" System. Click here for more information on the "Rules" Process.

1. Measurably Improves Tenant Satisfaction (potential for enhanced renewals): by giving Managers a tool to link the level of service to the specific needs / expectations of each individual Tenant.
2. Measurably Reduces Occupancy Costs (potential for enhanced renewals): by making the request management process more efficient for both the Manager and their Tenants.
3. Enhances Profitability for Real Estate Organizations: by streamlining their capacity to scale (expand &/or contract) while simultaneously reducing their internal support burden.

The key to the "ServCtr Rules" process is the ability to link service delivery with tenant expectation. In other words, "ServCtr" enables a manager to tailor the level of service directly to what a tenant expects, and to monitor service delivery against those expectations in real time.

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4. What are the hours of operation?

For Base Service, the service centre is staffed 12 hours per day, 5 days per week (7:00 am - 7:00 pm (Local Time), Monday through Friday).

We also offer an option for 24x7 service to handle the off-peak requests. If you choose not to use the 24x7 service, after hours callers receive the option of leaving a message or transferring to the answering option of your choice.

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5. How does ServCtr work?

A tenant or other user contacts the centre via telephone (using the central number) or by email, fax or over the web. Once in contact, the user simply makes their information or service request directly to the Building Service Co-ordinator (BSC). Users who are more familiar with the system, such as tenant co-ordinators, can also enter requests directly into the system if they choose.

If the request is for routine information, the BSC simply answers the question & logs the transaction for future tracking. If the request is for routine service the BSC executes the request and a Work Order (WO) will be generated and routed to the appropriate service provider.

Of course it doesn't end there because the service provider has to accept a pre-set deadline for service completion (based on the specific service type, tenant, time of day, etc.). Assuming that the service provider does accept, it's business as usual. The system will update the job status to "In Progress", which the user can check on the web at any time, and the service provider will complete the activity and close out the WO via contact to the service centre.

If the WO is closed before time runs out, the status will be updated as "Resolved" and the BSC will later put in the final comments and cost information prior to closing completely. If, on the other hand, the time runs out and the WO still isn't closed, the system will automatically notify the BSC as well as anyone else who has been pre-selected for notifications. In ServCtr terminology, missed deadlines are referred to as exceptions, and the priority immediately becomes informing key stakeholders so that exceptions don't go unnoticed. ServCtr can't stop things from going wrong, but it can stop things from falling between the cracks. As with missed deadlines, exception requests are escalated to ensure that notification is assigned to the right person. Typically these requests are routed either directly to the property manager or to the manager's assistant.

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6. How do Tenants get in contact with ServCtr?

Tenants have multiple options for how to make contact (phone / fax / web / email / wireless etc.), but the fact is that they don't actually realize they are contacting SynchroSERV. Since our services are branded to match our clients, the tenants think they are calling their landlord or property manager.

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7. What if a Tenant wants to call the Property Manager or the site manager?

There is absolutely nothing standing in the way of tenants contacting building staff or the property manager directly. In fact, if a strong relationship exists that may be the best thing for a tenant. In that case, the property manager, assistant or operations person can either input the request into the system directly or they can call SynchroSERV and give us the details over the phone.

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8. What happens if there is an emergency?

If there is a life/safety emergency at your building, the SynchroSERV agent or "BSC" taking the request will log off the system and focus 100% on the situation. The BSC will follow the emergency procedures for the building (pre-set by property manager), and receive and dispatch orders according to the rules that the manager has set. The BSC will not log back onto the system until the building emergency situation is fully resolved or responsibility for the situation has been fully transferred to the property manager or their specific designate.

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