Jones Lang LaSalle’s Property Service Centre has just taken the one millionth work order to fix, repair or upgrade building services for the 3,500 properties that it manages in nine different countries throughout the Asia Pacific.
JLL will undertake work for IAG for after-hours air conditioning at 388 George Street Sydney.
JLL’s Australian call centre director David Brown said the property helpdesk platform leads the market in it’s field in the Asia Pacific.
“The original PSC was formed in 1998 utilizing the IT system Proact. Given the rapid pace of growth in technology in the call centre industry, the platform was later upgraded and now uses Clarify. The resulting system set the benchmark at Jones Lang LaSalle as the first global IT system to be established by the firm, and is one of our crowning IT achievements,” said Brown.
JLL’s PSC is made up of a central hub in North Sydney, Australia and has 14 other ‘Clarify Satellites’ including one in Hong Kong and two in India. Globally, this forms one of three central hubs including another hub in Pittsburgh in the United States and a third in London.
The global platform has a total of 24 centres with the 3 main hubs connecting in order to provide full 24 hour “follow the sun service”.
According to Brown, one of the biggest challenges of establishing the PSC system over the past eight years has been delivering a consistent service around the globe but still delivering on local expectations.
“Given the increasing globalisation of our clients and their reporting standards, there has been strong demand for standardisation of processes and services,” he said.
Brown said that while Jones Lang LaSalle has looked at offshoring, the firm has not done so because clients continue to have a preference to use local services.
He believes the future of the facilities management contact centre industry is that centres are likely to become increasingly specialised towards the needs of particular global clients.
“For example, Jones Lang LaSalle is currently developing a platform in their Pittsburgh Call Centre which will deliver on the specific needs of our global client, SunMicrosystems.
“This centre will service over 350 buildings over 49 countries,” Brown concluded.
By Kathryn O’Meara
