About Knowledge Response Center

Knowledge Response Center is powered by InfoCentre, McKinstry’s proprietary Web-based facility management tool that facilitates the management of issues and information, stores facility specific procedures, tracks responses, measures response levels, and reports results. InfoCentre provides a portal for all critical facility information including real-time utility usage and building control system optimization information. The center is staffed 24x7 with a team of customer service representatives (CSRs), energy engineers and HVAC and building control system specialists to ensure we are always able to function as an expert resource for your facility. Features of InfoCentre include information and issue management, computerized maintenance and workflow management, building control system remote monitoring and diagnostics, active energy management, and other services focused on turning building-related information into knowledge-based actions.

CSRs touch every issue reported through InfoCentre to ensure reliable, expedient, and proper handling of all requests. Our team of experts administers issues through to resolution using a combination of high-touch and high-tech, with a typical initial issue response time of less than 15 minutes.

With Knowledge Response Center, managers are better able to improve occupant satisfaction, reduce operational costs, improve vendor performance, manage staffing levels and deployment, and actively manage energy consumption.

back to top

InfoCentre Technology

The technology component of InfoCentre consists of a robust Web site developed for each location being managed. Separate sites for each building or facility allow every location to use InfoCentre for various building-specific applications, while linking to a common back-end data source for organization-wide standard operating procedures, corporate processes, and company-wide analysis.

As soon as an InfoCentre site is created, occupants, managers and vendors can begin collaborating online for issue reporting and management. InfoCentre is populated with all relevant data to each building or facility, allowing for comprehensive reporting and analysis capabilities by management and access (at varying degrees based on built-in security levels) by staff, building engineers and vendors

InfoCentre provides a company-wide platform for facility –related data input and access; so standard and custom reports are available for tracking financial, performance and other operational data across disparate locations.

back to top

InfoCentre Service

InfoCentre’s Web-based technology is integrated with a 24x7 service desk that includes a dedicated team of customer service specialists for each InfoCentre customer. This allows the teams to be especially proficient in dealing with location-specific needs. They are also trained in all business protocols pre-defined by each customer, which specify how particular issues are handled, by whom, and the permissions that are required to do so.

Customer service teams touch each issue reported through InfoCentre, personally seeing them through to resolution. And because the Web is sometimes not the most convenient communication mechanism, the InfoCentre customer service desk always accepts and responds to requests by phone, fax or email with the same diligence and expediency as those made via the InfoCentre Web site.

back to top

 

How InfoCentre Works

Take a look at how InfoCentre easily combines its technology function with customer service to offer you the best of high-tech and high-touch:

back to top