Frequently Asked Questions

FAQ

What is ServCtr?
ServCtr is SynchroSERV's award-winning software system. This proprietary tenant services platform allows our clients to custom-configure the service level requirements of each tenant, assuring that their needs are effectively met within the time frame they determine. ServCtr tracks and measures performance against expectations throughout the service delivery process, and provides our clients with detailed, real time and on-demand reporting.

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How do tenants access the service they need?
A tenant, or other user, simply contacts our service centre. They have the option of placing their service request by telephone, web, email or fax.

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What happens after a service request is placed?
Each request for information or services is processed by a Building Service Representative (BSR). At their option, users who are designated as key contacts can choose to be automatically notified of key events around a service.

If a user has requested routine information, the BSR simply answers the question and logs the transaction for future tracking. If a service request is placed, the BSR executes the request and a work order is generated. The work order is immediately routed electronically to the appropriate building operations personnel or approved contractor. When the work is completed, the job status is updated to “Resolved”. Prior to closing the work order, the assigned technician will add final comments and cost information, if applicable.

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What if work is not completed by the expected time?
If the work order has not been closed within the agreed upon timeframe for the type of request, the system will automatically notify the property manager or other designated representative. In ServCtr terminology, missed deadlines are referred to as exceptions, and the immediate priority is to inform key stakeholders so that exceptions don't go unnoticed. ServCtr can't stop things from going wrong, but it can make sure no job falls 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 designated representative.

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What hours does the service centre operate?
The ServCtr service centre is staffed 12 hours per day, 5 days per week. Tenants can reach us by phone from 7 am to 7 pm, Monday through Friday, in their local time zone. Tenants also have the option of submitting service requests by web, email or fax 24 hours a day.

In addition, SynchroSERV offers an option for 24/7 service to handle requests outside of a building’s normal business hours. If you choose not to use this service, after-hours callers receive the choice of leaving a message or, if they need immediate assistance, transferring to an alternate contact designated by you.

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What if a tenant wants to call the property manager or site manager directly?
Tenants are always welcome to discuss their service needs directly with building staff or their property manager, who will then either input the service request into the ServCtr system or provide the details of your requirements to the service centre.

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What happens if there is an emergency?
If there is a life/safety emergency at your building during service centre hours, the Building Services Representative (BSR) will follow emergency procedures for the building, as established by the property manager. The BSR will focus exclusively on the building emergency situation until it is fully resolved or responsibility for the situation has been transferred to the property manager or their designate.

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How much does SynchroSERV tenant service cost?
Pricing is based on the level of service required, taking into account the number and type of properties in a portfolio as well as projected call volumes. The total cost of using ServCtr to manage tenant service delivery is typically lower than the cost of setting up an in-house call centre with comparable staffing, service levels, and notification and reporting capabilities. SynchroSERV also delivers marked cost efficiencies to organizations with existing internal tenant service processes.

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Who owns SynchroSERV?
SynchroSERV is owned by Bentall Kennedy, one of North America’s largest real estate advisors and Canada’s largest property manager.

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