New automated emails part of Facilities Management's improved customer service

Facilities Management at Western Washington University is beginning a new email response system for customers who submit work requests through the FAMIS self-service portal.

Beginning Friday, Nov. 15, FM will send automatic email responses to customers in three stages:

• First, customers will receive acknowledgements that their requests have been received.
• Second, customers will receive emails letting them know the work has been assigned to a shop and to expect a call from FM to discuss scheduling of the work.
• Third, customers will receive emails once the work has been completed. They will also be given the option of completing a customer service survey regarding the service they received.

The intent, says Facilities Management Director John Furman, is to improve FM’s customer service through improved communications with its customers as well as continuously identifying areas where FM falls short.