Introduction
Digitising facilities management requests can help organisations replace fragmented emails, spreadsheets, phone calls, and manual processes with a more structured approach to workplace operations. However, moving requests into a Computer-Aided Facilities Management (CAFM) system requires more than simply introducing new software. Facilities teams need to understand their existing workflows, identify operational priorities, prepare accurate information, and ensure employees understand how the new process will work. Reviewing the 9 Things to Know Before Moving FM Requests to CAFM can help organisations consider important practical factors before transitioning service requests into a digital environment.
Companies such as expansive recognise that successful digital facilities management depends on combining the right technology with carefully designed processes. Taking time to understand how requests are currently managed and what needs to improve can help organisations create a system that supports both facilities teams and workplace users.
Understand How Requests Are Currently Managed
Before changing an existing process, facilities teams need to understand how it currently works.
Requests may arrive through emails, telephone calls, spreadsheets, internal messaging platforms, reception teams, or direct conversations with facilities staff.
Although this may appear manageable, using several channels can make it difficult to maintain a complete picture of outstanding work.
Before digitisation, organisations should consider:
- How employees currently report issues
- Who receives different types of requests
- How work is prioritised
- How tasks are allocated
- How progress is recorded
- How completed work is documented
Mapping the current process helps identify inefficiencies and provides a starting point for designing improved digital workflows.
Define What the New Process Should Achieve
Digitisation should solve genuine operational problems rather than simply replace one method with another.
Facilities teams should therefore establish clear objectives before moving requests into CAFM.
For some organisations, the priority may be reducing missed requests. Others may want to improve reporting, increase visibility across multiple sites, reduce administration, or create better maintenance records.
Common objectives include:
- Centralising service requests
- Improving response visibility
- Reducing manual administration
- Creating consistent workflows
- Improving maintenance reporting
- Supporting better operational decisions
Clear objectives make it easier to decide how to configure the new process.
Decide What Information Should Be Collected
A service request needs enough information for facilities teams to understand the problem and determine the appropriate response.
However, requesting too much information can unnecessarily complicate the process for users.
Facilities teams should identify which details are genuinely required.
Depending on the organisation, these could include the location of the issue, type of request, affected asset, urgency, description of the problem, and relevant supporting information.
Consistent request categories also help teams organise incoming work more effectively.
The goal should be to collect enough information to support efficient action without making request submission unnecessarily difficult.
Establish Clear Priorities
Not every facilities issue has the same operational importance.
A broken light in a low-use area may require a different response from an equipment failure affecting essential business operations.
Before digitising requests, organisations should establish clear rules for determining priority.
This could involve considering:
- Health and safety implications
- Operational disruption
- Number of people affected
- Asset importance
- Location
- Urgency of repair
Consistent prioritisation helps facilities teams allocate resources more effectively while ensuring critical issues receive appropriate attention.
Consider How Work Will Be Allocated
Receiving a request is only the beginning of the process.
Facilities teams also need to determine how work will reach the right internal employee, maintenance team, contractor, or specialist service provider.
Before implementation, organisations should understand responsibilities across their facilities operations.
Clear allocation rules can reduce unnecessary manual intervention and help prevent requests from being passed between different people before reaching the appropriate resource.
For multi-site organisations, allocation may also need to account for different buildings, regional teams, or local contractors.
Think About the Workplace User Experience
The success of digital request management depends partly on whether employees actually use the new process.
If submitting a request is complicated or unclear, workplace users may continue emailing facilities teams directly or relying on informal communication.
The submission process should therefore be straightforward and accessible.
Employees should understand:
- Where requests should be submitted
- What information they need to provide
- How urgent issues should be reported
- What happens after submission
- How they can understand request progress
A clear user experience encourages adoption and helps reduce requests arriving through alternative channels.
Prepare Existing Facilities Data
Moving service requests into CAFM may require organisations to connect them with existing facilities information.
This could include asset records, locations, buildings, contractors, maintenance categories, and service responsibilities.
Poor-quality information can make digital workflows less effective.
Facilities teams should therefore review relevant data before implementation and identify records that need updating, standardising, or removing.
Accurate information creates a stronger foundation for service request management and future reporting.
Plan Communication and Training
Even relatively simple digital processes require communication.
Facilities employees need to understand how requests will be managed, while workplace users need to know how the new submission process differs from previous methods.
Training should focus on practical workflows rather than overwhelming users with every available software feature.
Facilities teams may need more detailed training covering request allocation, prioritisation, status updates, reporting, and administrative responsibilities.
Clear communication during the transition helps create consistency and reduces resistance to new working practices.
Consider Reporting Requirements Early
One of the advantages of digitising FM requests is the ability to create more structured operational information.
However, organisations should consider what they want to measure before implementing the new process.
Useful information might include:
- Request volumes
- Common request categories
- Recurring maintenance problems
- Demand across different locations
- Completion activity
- Asset-related issues
Understanding reporting requirements early helps ensure you collect the right information from the start.
Over time, this data can help facilities teams identify patterns and make better operational decisions.
Avoid Making Workflows Too Complicated
Digital systems can support sophisticated processes, but complexity does not always improve facilities management.
Creating too many request categories, approval stages, mandatory fields, or status options can make the system difficult for employees and facilities teams to use.
The initial process should focus on essential operational requirements.
You can add functionality later as users become familiar with the system and facilities managers better understand how workflows perform in practice.
Starting with clear, manageable processes can encourage stronger adoption.
Review Performance After Implementation
Digitising FM requests should not be treated as a one-time project.
Once the new process is operating, facilities teams should review how effectively it supports workplace operations.
Feedback from employees, facilities professionals, contractors, and managers can help identify opportunities for improvement.
Organisations can review whether requests are being categorised correctly, whether workflows are efficient, and whether users understand the process.
Continuous review allows digital facilities management to evolve alongside operational requirements.
Frequently Asked Questions (FAQs)
Why should facilities teams digitise FM requests?
Digitisation can centralise requests, improve operational visibility, reduce administrative work, and create more consistent records for reporting and maintenance planning.
What should organisations do before moving requests to CAFM?
They should review existing workflows, establish objectives, prepare relevant data, define responsibilities, and plan user communication and training.
Why is request categorisation important?
Clear categories help facilities teams understand the required work, prioritise requests, allocate appropriate resources, and analyse operational trends.
Should employees receive training before a new FM request system is introduced?
Yes. Employees should understand how and where to submit requests, while facilities teams need training to manage workflows and reporting.
Should CAFM request processes be reviewed after implementation?
Yes. Regular reviews help organisations identify inefficient workflows, improve user adoption, and adapt the system as workplace requirements change.
Conclusion
Digitising FM requests can significantly improve the way facilities teams manage everyday workplace operations, but successful implementation depends on careful preparation. Organisations should understand existing processes, establish clear objectives, prepare accurate information, design straightforward workflows, and support users throughout the transition.
By considering these factors before moving requests into CAFM, facilities teams can create a more organised and effective digital environment. A carefully planned approach helps ensure technology supports real operational requirements while creating stronger foundations for improved visibility, reporting, maintenance management, and long-term workplace performance.
