In facilities management, reactive maintenance is inevitable. Emergency call-outs, unexpected failures, and urgent client requests are a daily reality. The difference between a profitable FM provider and one that struggles lies in how they control that chaos. Without a purpose-built system, reactive work leads to frantic phone calls, inefficient dispatching, and a complete lack of visibility, driving up costs and damaging client trust.

This is where generic software and spreadsheets fail. They aren’t designed for the speed and complexity of real-world FM.

CQ was built for this reality. As a platform designed by FM experts, we provide the tools to manage reactive maintenance with speed, intelligence, and control. We transform emergency call-outs from a source of stress into an opportunity to demonstrate your value.

The Chaos of Unmanaged Reactive Work

Without a unified platform, every reactive job creates a chain reaction of inefficiency, frustrating your team and your clients.

CQ’s Framework for Reactive Maintenance Control

CQ provides a structured workflow that brings order to the chaos of reactive maintenance, from the initial call to the final invoice.

1. Instant Job Logging & Triage

Real-World Scenario: A high-priority client calls to report a critical water leak. Your office team logs the job in CQ in under 30 seconds, capturing the site, asset, and urgency level. The job immediately appears on the live dashboard, flagged as a high-priority reactive task.

2. Intelligent Technician Assignment

Instead of guessing who is available, your dispatcher opens CQ’s Visual Map-Based Planner. They instantly see:

•The job’s location plotted on the map.

•The real-time location of every technician in the field.

•Each technician’s current status (Available, On-Site, Traveling).

They identify the closest available technician and assign the job with a single click. The technician receives an instant notification on their mobile app with all the job details.

3. Streamlined Mobile Workflows

Once the technician accepts the job, their workflow is managed entirely through the CQ mobile app:

•Travel: They tap “Start Travel,” and their status updates automatically.

•On-Site: Upon arrival, they tap “Start Work,” providing the office with a live view of their progress.

•Asset History: They scan the asset’s QR code to see its full service history, helping them diagnose the problem faster.

•Evidence Capture: They take photos of the leak and the repair, which are automatically time-stamped and attached to the job.

•Job Completion: Once finished, they collect a digital signature from the client and mark the job as complete.

4. Full Visibility & Automated Communication

Throughout this process, the back-office has complete visibility. They can see the technician’s progress on the live dashboard and provide the client with accurate ETAs if they call for an update. Automated notifications keep the client informed, reducing inbound calls and improving customer satisfaction.

From Firefighting to Controlled Response

By implementing CQ’s reactive maintenance framework, you can:

•Drastically Reduce Response Times: Send the closest available technician every time.

•Increase First-Time Fix Rates: Give technicians the asset history they need to solve problems correctly.

•Lower Operational Costs: Optimize travel routes and reduce administrative overhead.

•Enhance Client Trust: Provide proactive communication and transparent, evidence-backed service.

Frequently Asked Questions (FAQ)

Q1: How quickly can a new reactive job be logged and dispatched?

A1: In CQ, an experienced user can log a new reactive job and assign it to the optimal technician in under 60 seconds. The technician receives the notification instantly, allowing them to be on their way in minutes.

Q2: How do I know which technician is truly available?

A2: CQ’s live map and status board show you not just where your technicians are, but what they are doing. You can see who is “Available,” “On Break,” or “On-Site” at another job, ensuring you don’t pull a technician off one critical task for another.

Q3: What happens if the closest technician doesn't have the right skills?

A3: Technician profiles in CQ can include skill sets and qualifications. When assigning a job, you can filter by both location and skill, ensuring you send the closest qualified technician for the job.

Q4: Can I track if we are meeting our reactive SLAs?

A4: Yes. When you log a reactive job, CQ’s SLA clock starts automatically. Live dashboards track performance against your contractual response and resolution times, giving you the data you need to prove compliance to your clients.

Q5: How does this help with invoicing for reactive work?

A5: Because all time, parts, and costs are logged against the job in real-time from the mobile app, an accurate invoice can be generated the moment the job is complete. This eliminates billing delays and ensures you capture all chargeable costs for emergency work.

Take Control of the Chaos

Stop letting reactive maintenance dictate your day and erode your profits. With CQ, you can implement a system that brings speed, visibility, and control to your emergency response. To learn more about how our platform unifies all aspects of your operation, explore our complete FM job management software.

Ready to see how you can turn reactive chaos into a competitive advantage? Book a Demo Focused on Reactive Maintenance Control and discover a better way to manage your urgent work.