Are sluggish work orders slowing you down? Whether it’s delays, downtime, or constant chasing of updates, inefficient work order management can cost you time and profits.

Effective work order management keeps your facilities running smoothly, minimizes downtime, and ensures every site operates at peak performance.

Unfortunately, many organizations lose money because their work order management systems aren’t set up for success. It’s rarely about the effort or skill of those managing the work orders – the real issue lies in the processes and tools they’re working with.

These losses are caused by:

• Insufficient software solutions 
• Manual tracking and data entry
• Difficulty communicating with internal staff or external contractors
• Extended equipment downtime 
• An inability to prioritize work orders 
• Ineffective routine maintenance processes
• Difficulty validating vendor compliance and insurance 
• Poor dispatch processes that delay repairs 

The good news: There are things you can do today to improve your work order processes and eliminate costly problems in your operations. 

What is Work Order Management (WOM)?

Let’s start at the beginning. What falls under the scope of work order management?

Work order management (WOM), when operating at peak levels, effectively moves maintenance tasks through a systemic process, starting with notification and ending with a completed task. 

In the past, MOW was an entirely manual process. More recently, work order software allowed for the development of digital processes, or at least a manual/digital hybrid. Early software options were helpful, but rigid. They offered a one-size-fits-all approach to work order management, making it difficult for organizations to find a platform that met their exact needs. 

Today’s flexible CMMS platforms like Fexa offer WOM functionality that manage and optimize the complete work order lifecycle. 

The best WOM systems use automated workflows, creating benefits like these:

• Improved ROI for maintenance projects
• More efficient maintenance planning
• Performance tracking
• Compliance checks that guarantees that your vendors are qualified and credentialed
• Data-driven insights 
• Streamlined dispatch processes
• More effective trend analysis 
• Reduction in maintenance costs
• Real-time status updates
• Elimination of duplicate service visits
• Better resource allocation
• Longer asset lifespan

Next time you are evaluating potential CMMS platforms, ask this important question: How does this CMMS solution support automated and cost-saving work order management processes? 

Why is effective work order management essential? 

At the heart of WOM is this simple reality: Operational downtime kills your revenue, and clear work order management reduces operational downtime. However, work order management is also about enhancing communication between teams, reducing operational costs, and creating a strong framework for compliance audits. 

Let’s illustrate the importance of work order management with a scenario that happens every day, at facilities all over the country: an HVAC breakdown. Imagine that a store manager arrives at work one morning to discover the HVAC unit isn’t working. With a robust work order management system in place, the manager can immediately kickstart the process of getting the HVAC fixed.

It looks something like this:

• The store manager opens their mobile app and submits a work order. 
• The system automatically categorizes the work order as high-priority.
• The WOM system instantly checks for any already-existing HVAC work orders to prevent duplication. (After all, what if a night manager had already reported the problem?)
• The WOM also verifies warranty status on the unit and cross-references the store’s service history for relevant info. 
• Next, the WOM identifies qualified HVAC contractors in the area. 
• Based on the rules configured by the company, the system automatically dispatches the work order to the highest-rated HVAC  contractor in the area who has valid insurance, compliance documentation, and experience.
• The selected contractor receives a real-time notification with the full asset history of the specific HVAC unit, as well as location access details, previous repair notes, and the required response time. 
• The vendor accepts the work order through their portal, which triggers automatic notifications to the store manager, the facilities management team, and any other relevant stakeholders. 
• When the technician gets to the site, geocaching automatically checks them in and alerts all parties that work has begun. 
• The repair is completed within hours of the manager’s ticket submission. 
• Once the technician marks the repair as complete, they also document the parts used, the root cause of the problem, details of the repair process, and recommendations for any next steps. 
• Finally, the system logs all repair details for future reference and updates the asset maintenance history. 
• An invoice is automatically generated. 

Notice how this scenario demonstrates how modern WOM systems can reduce a process that might have taken days (with phone calls, emails, manual contractor searches, and paper documentation) down to just hours, while maintaining complete visibility and documentation. 

Key Components of a Work Order Management System

The basic features of a work order management system are as follows:

• Work order creation and assignment processes
• Real-time status updates and progress tracking
• Integration with asset management and preventive maintenance schedules
• Reporting and analytics for performance and cost evaluation

More sophisticated systems offer: 

• Automated status alerts 
• Geo-fencing and IVR (Interactive Voice Response) check-in/check-out options
• Vendor compliance checks
• Real-time prioritization tools for follow-up and approvals 

Challenges in Work Order Management

Whether you're managing a chain of retail stores, a network of distribution centers, or a portfolio of corporate offices, the fundamental challenges of work order management remain remarkably consistent across industries. 

Businesses across all sectors struggle with tracking maintenance requests, coordinating vendors, and ensuring timely completion of repairs. Even though these points may be universal, the solutions to these problems need to be flexible enough to accommodate each organization's unique operational requirements, workflow preferences, and business objectives.

Some common pain points include: 

• Lost tickets
• Miscommunication between departments, teams, and contractors
• Difficulty managing multi-site operations (and distributed teams)
• Challenges with tracking vendor performance and adherence to SLAs
• Issues with unprioritized or untracked requests 
• Missing or incomplete maintenance history records
• Compliance-related fines and penalties due to poor WOM 

Fortunately, automation resolves many of these issues. 

Features to Look for in a Modern Work Order Management System

Whether you’re using a completely manual process, or a manual/digital hybrid approach to WOM, there is room to improve. Today’s emerging CMMS platforms offer state-of-the-art work flow management integration so that you can start seeing the benefits. 

But what should you be looking for in a new system? After all, making the switch to a new CMMS is a big decision, so you want to make sure that you find something that is going to fit your needs perfectly. 

Let’s go over some examples. 

Automatic generation of work orders

One of the best and most important features of a modern WOM system is that it will automate the entire lifecycle of the work order. 

This includes both responsive and preventive maintenance needs. When an employee submits a ticket, the WOM system will kickstart the process to get the problem fixed. You can also customize today’s leading systems to automatically send out work orders based on preventive maintenance schedules, sensor data, and other predefined triggers. 

Automatic work order generation eliminates duplicate and unnecessary service visits, and it prevents costly delays and downtime. 

Mobile accessibility for field techs

When we say “mobile-first,” we’re talking about the importance of supporting field technicians with real-time information about work orders, tasks, and asset histories. The more information a contractor or skilled tradesperson has, the more effectively they can do the work of asset maintenance. 

Customizable workflows that fit your organizational needs

Along with automation, customization options make emerging WOM software stand out from their legacy competitors. 

Organizations with the ability to customize their work order management have a competitive advantage over other industry leaders, because customization reduces frustrating redundancies or gaps in functionality. 

In practice, customization may look like: 

• Workflow design tailored to your specific business needs
• Configurable approval rules and chains
• Automation informed by business logic
• Custom triage prompts based on your policies
• Customizable asset tracking parameters
• Tailored preventive maintenance programs
• Configurable email, SMS, and IVR settings
• Customized alerts based on recipient roles
• Personalized communication channel preferences
• Custom compliance check parameters
• Tailored reporting templates and formats
• Customizable audit trail configurations
• Role-based security settings
• Custom vendor/contractor management rules
• Configurable user access levels

Integration capabilities with your CMMS, ERP, and other tools

Today’s WOM service providers should be fully integrable with your CMMS, ERP, and other business tools. It is more important now than ever before for your APIs to integrate with every other platform you use. 

These collaborations break down silos that tend to develop across business functions, eliminating data redundancy. It also enables the seamless flow of information between systems, from accounting to inventory management and more. 

Alerts and notifications

Look for a platform that offers automated, user-friendly alerts and communications that can be delivered across multiple networks, such as email, SMS, or IVR. 

Like the rest of your WOM system, these alerts should be customizable to your needs. That ensures that the right messages reach the right people at the right time. You also want to avoid creating notification fatigue, in which people stop paying attention to their notifications because they get so many redundant alerts. 

Automatic escalation of high-priority repairs and emergencies 

If your approach to work order management treats all maintenance tasks as emergencies, it is impossible to prioritize situations that truly require urgent action. A great WOM system will automatically escalate the highest-priority repairs and emergencies, dispatching the right vendor without manual intervention. 

This escalation ensures the resolution of critical issues while still working on less-urgent concerns. 

Best Practices for Effective Work Order Management

Once you have integrated your new and up-to-date work order system, how do you make sure that you get the most out of it? 

Here are ten best practices that you can incorporate, starting today. 

1. Standardize workflows across all facilities with configurable templates and automated processes to ensure consistency.
2. Establish clear ownership and stakeholder roles early, involving key departments like finance and IT in the process.
3. Implement automated triage processes to eliminate duplicate work orders and unnecessary service visits.
4. Create automated compliance checks for vendor insurance, certifications, and rate agreements before dispatch.
5. Set up customized alerts and notifications to ensure the right information reaches the right people at the right time.
6. Develop clear communication protocols using multiple channels (email, SMS, IVR) based on user preferences and roles.
7. Institute regular review of KPIs and vendor scorecards to optimize performance and identify areas for improvement.
8. Ensure proper training and ongoing support for all system users, from technicians to administrators.
9. Utilize mobile capabilities fully by encouraging real-time updates and documentation in the field.
10. Establish regular system audits to identify opportunities for workflow optimization and efficiency improvements.

How Work Order Management Supports Preventive Maintenance

Preventive maintenance is one of those things that should be at the forefront of facility management. Unfortunately, it can be difficult to stay on top of routine maintenance when emergent issues keep everyone busy!

Routine maintenance keeps costs in several ways, especially preventing major asset breakdowns. A consistent routine of inspecting and servicing your assets will keep them running at peak operating levels. Use work order management to maintain that schedule. 

When you schedule recurring tasks to be automated, you don’t have to manage a complex maintenance calendar. Your WOM software does it for you! The software can also identify patterns in your work orders to prevent future issues. 

Together, this will reduce emergency repairs and extend the life cycle of your assets. 

Measuring Success: Metrics for Work Order Management

We have put together a series of metrics that you can use for work order management. If this is the only thing you can implement today, it’s a great start: use these metrics to evaluate your current WOM system and accompanying CMMS. 

Operational Metrics

OPERATIONAL METRICS	DESCRIPTION	WHY IT MATTERS
Average Resolution Time	Time from work order creation to completion	Measures efficiency of maintenance operations and identifies bottlenecks
First-Time Fix Rate	Percentage of work orders resolved on first visit	Indicates technician effectiveness and proper dispatch matching
Response Time	Time between work order creation and technician dispatch	Shows efficiency of dispatch process and vendor availability
Work Order Completion Rate	Percentage of work orders completed within SLA timeframe	Demonstrates overall maintenance effectiveness
Emergency Work Order Percentage	Ratio of emergency repairs to total work orders	Helps evaluate effectiveness of preventive maintenance

Vendor Metrics

VENDOR METRICS	DESCRIPTION	WHY IT MATTERS
Vendor Performance Score	Composite score based on multiple KPIs	Helps optimize vendor selection and management
SLA Compliance	Percentage of work orders meeting agreed service levels	Ensures vendors meet contractual obligations
Average Cost Per Work Order	Total cost divided by number of work orders	Helps control expenses and identify cost outliers
Check-in/Check-out Compliance	Proper use of geo-fencing and time tracking	Validates actual time spent on site
Quality Rating	Assessment of work quality based on callbacks/issues	Maintains service standards

Compliance & Documentation Metrics

COMPLIANCE & DOCUMENTATION	DESCRIPTION	WHY IT MATTERS
Documentation Completion Rate	Percentage of work orders with complete documentation	Ensures audit readiness and compliance
Required Certification Tracking	Monitoring of vendor compliance documentation	Maintains regulatory compliance
Preventive vs. Reactive Ratio	Balance between planned and emergency maintenance	Indicates effectiveness of maintenance strategy

Choosing the Right Work Order Management Solution

When you are evaluating solutions for your work order management, it is important to focus on your organization’s specific operational requirements. 

Look for systems that offer: 

• robust automation capabilities
• customizable workflows
• comprehensive reporting features
• scalability as you grow
• multi-site integration 
• training support 

Your WOM solution must integrate seamlessly with your existing business tools to create a unified operational ecosystem. 

WOM should be part of your CMMS

While standalone work order management tools can provide basic functionality, today's complex facilities management demands a more comprehensive approach. 

A modern Computerized Maintenance Management System (CMMS) integrates work order management with other crucial functions like asset tracking, vendor management, and compliance monitoring. 

This integration eliminates data silos, streamlines communication, and provides a single source of truth for all maintenance activities. Instead of piecing together different solutions, an integrated CMMS with strong work order management capabilities offers a more efficient and cost-effective approach to facilities maintenance.

Learn more about Fexa

Fexa is the leading integrated CMMS platform, offering sophisticated work order management capabilities that are trusted by major brands like Tesla, Crate & Barrel, and Dollar General. 

Our solution stands out through:

• Highly configurable workflows that adapt to your specific needs
• Smart automation that reduces manual tasks and potential errors
• Mobile-first design for field team efficiency
• Real-time visibility across all maintenance operations
• Comprehensive vendor management tools without access fees
• Robust compliance tracking and documentation

Unlike other providers, Fexa doesn't charge vendors access fees, potentially saving your organization tens of thousands of dollars annually. Our transparent pricing model, combined with our flexible platform, makes Fexa the ideal choice for organizations looking to optimize their maintenance operations.

Ready to transform your work order management? Contact Fexa today to schedule a demonstration of our integrated CMMS platform. We make work order management simple and straightforward!