For facilities management providers, a contract is more than an agreement—it's a complex ecosystem of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and compliance requirements.

Manually tracking these obligations across hundreds of sites and assets is not just inefficient; it’s a direct threat to profitability and client retention. A single missed SLA can lead to financial penalties, SLA credit deductions, and jeopardised renewals, exposing your business to significant compliance risk.

This is why generic software fails and why CQ was built. As a platform used by FM companies managing hundreds of sites, CQ was designed from the ground up for the deep complexities of facilities management.

We provide a unified platform that transforms contract management from a reactive, administrative burden into a proactive, automated, and strategic advantage. With CQ, you can stop chasing compliance and start mastering it.

The High Cost of Manual Contract & SLA Management

Without a purpose-built system, FM teams are forced to rely on a fragile combination of spreadsheets, calendars, and manual follow-ups. This approach is fraught with risk.

CQ’s Integrated Approach to FM Contract Management

CQ embeds contract and SLA management into every part of your workflow, ensuring compliance is not an afterthought but a core function of your operation.

1. Centralized Contract & SLA Repository

Store all your contracts in one secure, digital location. For each contract, you can define specific SLAs, KPIs, and compliance requirements. This becomes the single source of truth for your entire team, ensuring everyone is working from the same set of rules.

2. Automated SLA Monitoring & Alerts

Real-World Scenario: Imagine a contract with a 4-hour response SLA for critical asset failures. Once that job is logged in CQ, the clock starts automatically. Your dashboard provides a live, color-coded view of all active SLAs. If a job is approaching its 4-hour deadline, managers and technicians receive automated alerts, ensuring the at-risk job gets immediate attention and preventing a costly breach.

3. Automatic Evidence & Audit Trails

CQ’s mobile app is your primary tool for evidence collection. When a technician completes a job, they can capture time-stamped photos, collect a client’s digital signature, and add detailed notes directly within the app. This information is automatically attached to the job record, creating a perfect, irrefutable audit trail. If a client ever disputes a visit or a repair, you have all the evidence you need in seconds.

4. Failed Visit & Follow-Up Automation

Real-World Scenario: A technician arrives on-site for a scheduled inspection but is denied access. They mark the job as a “failed visit” on the mobile app and select the reason. This can automatically trigger a workflow that notifies the client of the failed attempt, prompts the back-office to reschedule, and documents the reason for the failure, protecting you from SLA penalties caused by client-side issues.

5. Proactive Renewal Management

CQ’s renewal management tools give you a clear view of all upcoming contract end dates. Set automated reminders 30, 60, or 90 days in advance to give your team time to pull performance reports, demonstrate the value you’ve delivered, and proactively engage the client in renewal discussions. This transforms renewals from a last-minute scramble into a strategic, data-driven process.

From Compliance Burden to Competitive Advantage

With CQ, contract management is no longer about avoiding penalties; it’s about proving value. By automating compliance and providing irrefutable evidence of your performance, you can:

•Strengthen Client Trust: Provide clients with detailed performance reports backed by a complete audit trail.

•Improve Profitability: Eliminate SLA penalties and identify opportunities to upsell based on performance data.

•Win More Bids: Use your proven track record of compliance to stand out in competitive tenders.

•Scale with Confidence: Onboard new, complex contracts without adding administrative overhead.

Frequently Asked Questions (FAQ)

Q1: How does CQ track SLAs in real-time?

A1: When you set up a contract in CQ, you define the specific SLA rules (e.g., response time, resolution time). When a job under that contract is logged, CQ’s internal clock starts. Live dashboards then visualize the time remaining for each job, with color-coding to highlight jobs that are at risk of breaching their SLA, allowing for proactive intervention.

Q2: What happens if a technician can't get a signature on-site?

A2: The mobile app provides multiple evidence options. If a signature isn't possible, the technician can take time-stamped photos of the completed work, add detailed notes, and even record the reason a signature couldn't be obtained. This still provides a strong, auditable record of the visit.

Q3: Can I set different KPIs for different contracts?

A3: Yes. CQ’s contract management is highly flexible. You can define unique KPIs for each client or contract, such as first-time fix rate, average response time, or asset uptime. The system will then track and report on these specific metrics for each contract.

Q4: How does CQ help with ISO or other industry certifications?

A4: By creating an automatic, unchangeable audit trail for every job, CQ provides the detailed documentation required by many industry certifications (like ISO 9001). You can easily export job histories, evidence logs, and performance reports to demonstrate your commitment to quality and process compliance.

Q5: What if a client disputes an invoice for a completed job?

A5: With CQ, you can instantly pull up the complete job record, which includes the time-stamped photos of the work, the client’s signature, the technician’s notes, and the exact time the job was marked as complete. This irrefutable evidence resolves disputes quickly and ensures you get paid for the work you’ve done.

Master Your Contracts, Master Your Business

Stop letting contract compliance be a source of stress and financial risk. With CQ, you can transform it into a pillar of your operational excellence and a key driver of client trust. See firsthand how a FM business software built for the complexities of FM can give you complete control over your contracts and SLAs.

Book a demo focused on contract & compliance management and discover how to turn your contractual obligations into a competitive advantage.