Terri is a software operator that runs your maintenance desk. She takes the call, raises the job in your CAFM, sets the priority and SLA, chases the contractor days later without being asked, and escalates to a person when it needs judgement — grounded in your sites, assets, contractors and SLA rules, and working the systems you already run — including the ones with no integration layer. The call is about a tenth of it; the rest is operating your system.
of a busy FM helpdesk’s time went on chasing — not fixing.
Contractors gone quiet. Updates that never came. SLAs ticking down while someone re-dials for the third time. That’s the work Terri takes off the desk — so the team spends its day on the jobs that actually need a person.
Every job carries its SLA — on track, due soon, breached. Terri sees the moment one slips, so nothing quietly runs over while the desk is busy elsewhere.
She chases the contractor for status and an ETA — one message per contractor covering all their open jobs, related work merged. A breach escalates to a person with a commitment.
Every chase, update and escalation is logged against the job in your CAFM — audited and referenced. The record stays true without anyone typing it up.
A person can audit any action she took — the record she saw, the named rules that fired, what she did, and what happened next. And the actions with commercial consequence never went out without a human’s approval. Demo data · anonymised.
SLA breached, repeated non-response, commercial reallocation required.
JOB-1220 P2 — Urgent SLA: breached ──────────────────────────────────────────────────── site Chase Park, 1 Alfreton Road, Leicester LE8 8DF contractor Northwind M&E <service@northwindme.example> category Mechanical · AHU belt slipping logged 25 Jul, 08:00 target 26 Jul, 08:00 last update 25 Jul, 08:00 (6d ago) status assigned
Breached for five days, three chases ignored, and the only fix left is to move the contract to a backup — that is not Terri's call to make.
ESCALATED TO DUTY MANAGER Job: JOB-1220 — Chase Park, 1 Alfreton Road, Leicester Priority: P2 — Urgent · SLA: breached Reason: SLA breached by five days. Three chases over six days, all unanswered. Recommend reallocating to a backup contractor — needs a person to authorise the commercial move. Held for a person — Terri did not action this autonomously.
Held for the duty manager — awaiting a decision on reallocation. Terri does not move a contract without a person's sign-off.
Not a menu, not a chatbot. An operator with a login — she works your CAFM the way a good coordinator would, only she never clocks off.
Picks up in your desk's voice, 24/7 — then does the work the call creates. The call is the easy tenth.
Site number, asset, or just a postcode — she locates the site, reads it back, and gets a 'yes' before she acts.
Interviews the caller properly, sets the priority and SLA, logs the job and hands back the reference on the call.
When a caller chases, she chases — emails the assigned contractor on their behalf and tells the caller it's done.
Safety, a breach, or a caller who needs a person — she owns it, takes a callback, and hands over to a human properly.
Every fact comes from the job record. No match? She says so and offers to log it. She never invents a status.
Off-the-shelf bots make you bend your process to their menu. We do the opposite — Terri is modelled on your operation: your sites and assets, your SLA bands, your escalation rules, wired into the systems you already run. You get an operator that sounds like yours and works your systems like one of your own — as a licensed user, authorised by you.
We prove it on one of your actual call types first — you see it work on your data before you commit to the full build.
Your job database, your sites and assets, your contractors and SLAs — integrated, not bolted on. Fixed scope, fixed price.
She runs in your environment, we keep her sharp, and she escalates to your people exactly when your rules say she should.
Every job fact comes from the record via a tool. No match, and she says so — she won't guess a status or promise a time that isn't logged.
She's a maintenance operator and nothing else. Off-topic questions, wind-ups and attempts to derail her get a polite redirect, not a rabbit hole.
She works your job database in your environment. What she can see, do and say is defined by you — and every action is logged.
We'll show you a live conversation on one of your own call types, then scope a build around how your helpdesk actually works.