Facility Maintenance: Importance, Best Practices, and Use Cases

Say, you’re overseeing multiple sites across geographies, tracking asset performance, maintenance history, and tenant concerns. The complexity of your facilities grows as you juggle multiple maintenance schedules.

Everything from a missed deadline on a work order to your HVAC systems malfunctioning impacts operational costs, tenant retention, client satisfaction, and overall productivity.

Your current systems are overwhelmed, making it difficult to get a consolidated view of asset performance across sites. Despite your best efforts, you’re constantly firefighting issues rather than proactively managing them.

While optimizing for costs remains a priority, portfolio-wide visibility into maintenance activities, asset health, sustainability, and churn are now under the purview of O&M teams.

Facility maintenance has, therefore, evolved from a mere operational necessity to a strategic business asset. And, legacy computerized maintenance management systems (CMMS) are not up to the challenge.

The need for a future-proof approach to facility maintenance becomes clear. Modern, connected CMMS solutions are emerging as essential tools in O&M, offering operational visibility and seamless communication for everybody—from technicians to executives.

Let’s explore what facility maintenance is and why it’s important, understand some best practices for measuring maintenance KPIs, and learn through case studies how a modern CMMS eliminates the friction in facility maintenance.

What is facility maintenance?

Whether the space is a factory, office, hospital, shopping mall, or school, facility managers make sure the building and all of its components are working properly.

Each site has unique maintenance needs, schedules, and compliance requirements. Without efficient technology, coordinating these tasks becomes a logistical nightmare. 

Technicians might be dispatched to the wrong location, maintenance schedules could overlap or be missed, and data silos might prevent a clear view of overall operations. This leads to missed deadlines, increased asset downtime, high operational costs, and high customer churn. 

By leveraging a connected CMMS, facility managers and their O&M teams can spend more time on strategic planning than on recurring and manual tasks.  

Three key components of facility maintenance

Facility maintenance is a comprehensive practice that can be broken down into three components: inspections, repair, and maintenance.

1. Inspections

These are the frontline defense against equipment failure and system breakdowns. It involves regular checks to identify potential issues before they escalate into major problems. 

There are three kinds of inspection to detect deterioration and failure of a facility’s asset:

To select an appropriate inspection method, we need to consider the following factors:

• Interconnected failures: Addressing one issue can prevent others. For example, early detection of a small issue, like an oil leak, can prevent widespread mechanical breakdowns.
• Accuracy of results: An inspection method’s effectiveness depends on the tools used, the inspectors' skill, and, more importantly, the timing of inspections.
• Cost-effectiveness: Balancing the incurred cost of inspections ( e.g., labor, equipment, disruptions) against the benefits, like preventing larger repairs, is important.

Preventive Maintenance Inspections : All You Need to Know

Preventive Maintenance Inspections (PMI) are routine checks that ensure the smooth operation of equipment, machinery, and infrastructure.

Facilio BlogMurshida

2. Repair 

The nature of the asset failure determines the extent of necessary repairs, typically categorized into two types:

• Complete failure: This type of failure renders the asset unusable until it is repaired. For example, if a production line's conveyor belt snaps, the entire line halts until the belt is replaced. Unplanned downtime due to such failures is costly and requires immediate attention.
• Partial failure: The equipment may still operate but with reduced efficiency or increased risk.  For example, a building's elevator system may continue to function despite a failing motor that causes irregular stops and starts. While the elevator can still transport passengers, the failure affects efficiency and can pose safety risks.

Asset Management: Repair or Replace | Facilio Blog

Asset management is critical for business operations. Learn more about how it can help you control downtime and manage unexpected costs.

Facilio BlogAdithya Siva

3. Maintenance

This involves ongoing routine tasks aimed at keeping systems and equipment in optimal working conditions and operations running smoothly.

It encompasses all procedures necessary to preserve the initial condition of assets or systems and maintain their functionality throughout their entire lifecycle.

Key aspects of maintenance

1. Cost avoidance: Functional failure as a result of low quality maintenance means great effort and cost including direct losses in productivity, sales, and increased downtime. 
   
   Unplanned downtime costs Fortune Global 500 companies 11% of their yearly turnover—nearly $1.5 trillion, up from $864 billion (8% of turnover) about four years ago. Costs vary significantly by sector, with lost hours averaging $39,000 in Fast-Moving Consumer Goods factories and exceeding $2 million per hour in the Automotive industry.
   
   Immediate repairs often come at a higher expense. Regular maintenance can help minimize downtime and mitigating these costs.
   
2. Warranties and guarantees: Extended warranties function similarly to service contracts. The contract's terms can vary and may include corrective and/or preventive maintenance actions. 
   
   If a business neglects to maintain an asset, it risks losing warranty coverage. Keeping these warranty contracts valid can help put the burden of costs of repair and replacements on the manufacturer.
   
   Following a structured O&M manual can help you stay on top of compliance with maintenance schedules to keep your warranties intact.
   
3. Forecast equipment mishaps: While preventive maintenance—scheduling regular maintenance to prevent breakdowns—is prevalent in facility management, predictive maintenance takes it a step further. 
   
   Predictive maintenance utilizes data and analytics to forecast potential failures based on real-time equipment data. According to a Deloitte study, predictive maintenance can increase productivity by 25% and decrease unplanned outages by 70%.
   
   The aim of maintenance work is to delay the wear and tear of objects, systems or technical equipment.

Certifications for facility professionals

Facility managers ensure that organizational spaces are comfortable, sustainable, efficient, and safe. They drive operational excellence and sustainability within diverse environments and contribute to a company’s strategy and bottom line. 

A set of core competencies is required for personnel performing facility management, energy management, building operations, and maintenance functions. 

In addition, facility managers need to have the relevant certifications, degrees, registrations, and licenses to stay compliant with these core competencies. 

Why is facility maintenance important?

Over time, assets and equipment experience wear and tear, leading to unexpected breakdowns and higher operating costs. 

Effective maintenance helps prevent costly breakdowns, extends the lifespan of equipment, ensures compliance with safety regulations, and enhances the overall workplace environment. It directly impacts productivity, safety, and occupant satisfaction. 

Here’s why facility maintenance should take top priority:

1. Affordable upkeep to prevent major breakdowns

Regular preventive maintenance is an economical way to avoid expensive breakdowns. Routine checks and timely repairs prevent small issues from escalating into costly outages. For instance, replacing a worn-out HVAC filter on schedule prevents system failure during peak usage, avoiding expensive emergency fixes and downtime.

2. Keeping property value intact

Regular maintenance of a commercial property’s exterior prevents deterioration, maintaining curb appeal and financial market value. Properties that adhere to current safety and building codes are more likely to meet buyer or tenant expectations and achieve higher market value.

3. Structured timelines and responsibilities for effective management

Effective maintenance management ensures everyone knows their roles and tasks are completed on time. The preset maintenance schedule ensures that no aspect of maintenance is overlooked. For instance, a detailed maintenance calendar helps teams plan tasks and avoid conflicts, leading to more organized and efficient operations.

4. Enhanced facility security with routine upkeep

Maintenance acts as a safeguard for facility assets, protecting them from damage and ensuring longevity. This prevents potential hazards and preserves the integrity of equipment and infrastructure. Routine maintenance checks on electrical systems can prevent dangerous malfunctions and ensure compliance with safety regulations.

5. Benchmarking for better performance evaluation

Establishing a baseline through regular maintenance helps in evaluating performance and identifying areas for improvement. It provides a reference point to measure the effectiveness of maintenance strategies and operational efficiency.

But what happens when proactive facility maintenance isn’t given the required attention?

You would run into issues like:

• Higher maintenance expenses, where repairs become more frequent, leading to higher costs and potential revenue loss
• Escalated energy consumption as the facility will likely see higher energy bills and contribute to greater carbon emissions—The International Energy Agency (IEA) projects that to achieve net-zero by 2050, direct CO2 emissions from buildings need to be reduced by 50%. 
  
  Poor quality maintenance can lead to non-compliance with ESG requirements and potential fines, while also damaging the organization’s reputation.
• Missed data opportunities as research shows that 95.5% of data captured in engineering and construction goes unused. 

Not leveraging data for predictive maintenance and decision-making means missing out on opportunities to optimize building performance and reduce operational costs

Despite knowing how important facility maintenance is, IFMSPs face the challenge of being stuck with systems that hamper their ability to optimize maintenance operations.

The challenge: Legacy CMMS and its limitations

As facility management evolves, O&M roles are increasingly tied to strategic decision-making and effective communication. 

Currently, facility managers and their teams are expected to use performance evaluation metrics to track success, guide their strategic decisions, and align stakeholder goals.

Unfortunately, legacy CMMS are rarely built for end-to-end digitization, and hence create data silos at every level. This lack of visibility and collaboration makes it challenging to operate efficiently. 

A significant portion of time is spent on tools outside the CMMS—our recent webinar revealed that 47% of the audience reported their teams spend more than four hours per week using external tools.

This leads to a fragmented approach, where various point solutions are used to cover up lapses.

Facility managers are left with scattered data and disconnected tools, which complicate operations and often result in inconsistencies and errors. The administrative burden increases, straining in-house IT resources and causing operational delays. 

The lack of integrated functionality also makes maintaining a cohesive strategy across multi-site portfolios difficult. This can lead to potential deviations from long-term maintenance objectives and increase the risk of compliance issues and unplanned expenditures.

These systems hamper operational efficiency and undermine the reliability needed for optimal facility maintenance.

The need for a unified solution

A connected CMMS addresses these issues by offering a unified platform that centralizes various functionalities, simplifies operations and reduces administrative overhead. 

This integrated system minimizes data inconsistencies and lowers overall costs while providing operations leaders enhanced visibility and control. 

A connected CMMS facilitates smoother records, more effective communication, and accurate data management by bringing processes, stakeholders, and tools together in a single space.

With a connected CMMS, maintenance strategies can shift from less reactive maintenance measures to efficient, proactive ones.

The philosophy of facility maintenance is built on the principle of proactive care.

This proactive approach is grounded in the science of reliability engineering, which uses data and analytics to predict failures and optimize facility maintenance schedules.

How a Connected CMMS Helps Engage Building Stakeholders

Today, most existing CMMS is designed for maintenance management — to manage preventive maintenance, work orders, and asset repository. This is not enough. To thrive in the highly-competitive post-pandemic business landscape, you need a connected CMMS which adds value to every stakeholder.

Facilio BlogRajavel Subramanian

Three types of facility maintenance 

1. Corrective maintenance: Focuses on fixing equipment after it fails, either planned or unplanned. It addresses immediate issues but can lead to costly and disruptive downtime.

2. Preventive maintenance: Involves regular, scheduled tasks like inspections and replacements to prevent equipment failures, extending asset lifespan and improving operational efficiency.

3. Predictive maintenance: Uses real-time data and advanced monitoring to predict failures before they occur, optimizing maintenance and reducing unexpected downtime, though it requires high upfront costs for setup.

Measuring success in facility maintenance: essential KPIs to track

While general metrics can provide a broad view of various aspects of facility operations, they don’t always help make informed decisions. 

On the other hand, maintenance KPIs are a specific type of metric loosely tied to an organization’s goals and offer crucial information for making better decisions.

Tracking facility management KPIs gives insight into how effectively your facility operates, helping organizations refine their maintenance programs.

Some major KPIs include:

Best practices for measuring facility maintenance performance

1. Data collection and analysis: Gather data on equipment availability, MTBF, MTTR, and maintenance costs. This information helps identify areas for improvement in equipment reliability and efficiency.

2. Stakeholder feedback: Conduct surveys or interviews with employees, customers, and other stakeholders to gauge satisfaction with maintenance services and identify areas for enhancement.

3. Safety monitoring: Track the frequency and severity of accidents or injuries among maintenance staff to ensure a safe working environment.

4. Audits and inspections: Regularly inspect and audit maintenance activities to assess quality and identify deficiencies.

5. Benchmarking: Compare your performance against industry standards to identify gaps and set realistic improvement targets.

6. Periodic KPI reassessment: Regularly review and update KPIs to ensure they remain relevant to your evolving business goals and technological advancements.

Leveraging advanced technology for KPI tracking

One of the most effective ways to track and monitor KPIs is by using a CMMS solution. However, legacy CMMS lacks real-time data integration and advanced analytics capabilities.  

They’re not designed for portfolio-wide visibility, not interoperable, not automatable, not scalable, and not customizable.

 A connected CMMS is not just another alternative. It uses an IoT-based model to gather real-time data for predictive and condition-based maintenance KPIs. 

It also presents KPI data in an accessible and understandable format, such as dashboards or visual reports tailored to different stakeholders. 

This allows for detailed technical insights for O&M teams and high-level summaries for executives. Additionally, it establishes a feedback loop where insights from KPI analysis can guide future facility maintenance strategies and decision-making.

Maintenance KPIs: Common Metrics, How to Set & Measure Performance

Maintenance KPIs help organizations understand the reliability and efficiency of their equipment and provide a basis for comparing the performance of different systems and equipment.

Facilio BlogManaswini Rao

Facility maintenance strategies FMs swear by 

As facility maintenance strategies evolve, so does the role of facility and operations teams. No longer confined to being mere cost centers or reactive problem-solvers, these teams have become central to driving strategic business outcomes. 

Their responsibilities now extend well beyond just maintaining equipment and handling emergencies. They are at the forefront of integrating data-driven solutions that enhance overall business efficiency. The strategic look into what FM is, is changing to become more data-driven and focusing on adding value rather than just cost reduction. 

Research shows that FM now contributes to business profitability by offering crucial support services, optimizing energy performance, and improving operational strategies to cut energy usage in buildings.

With tools like connected CMMS, advanced analytics, and IoT technology, teams leverage real-time data to anticipate issues, optimize operations, and prevent disruptions. 

This forward-thinking, data-driven approach transforms facility teams into key players in driving organizational success.

Effective facility maintenance strategies blend proactive measures with advanced technology. You might opt for a 'run-to-failure-then-fix' strategy for non-critical assets where the cost of downtime is relatively low. 

Alternatively, implementing a preventive maintenance plan ensures that routine inspections and repairs are scheduled to prevent equipment failures. Additionally, utilizing technology for predictive maintenance allows leveraging real-time data and analytics to anticipate and address issues before they occur.

An effective facility management strategy incorporates clear goals, comprehensive assessments, proactive maintenance, and technology solutions. 

Hence, the renewed focus on reliability-centered maintenance (RCM) as the next evolving step in the right direction: 

Reliability-centered maintenance (RCM): Evolving facility maintenance strategy

It focuses on ensuring assets function reliably by identifying potential failure modes and developing targeted maintenance strategies. This comprehensive approach combines preventive, predictive, and run-to-failure strategies. 

This strategy identifies frequently attended equipment through regular inspection, data-driven analysis, and predictive diagnostics.

A well-planned RCM accurately predicts necessary replacements, preventing costly equipment failures and avoiding production run surprises.

Successfully implemented RCM strategies also depend on regularly well-trained maintenance personnel skilled in failure modes effects analysis (FMEA), fault tree analysis (FTA) and risk prioritization. 

For a closer look at how leading organizations are leveraging RCM to boost operational efficiency, see how it works in practice here,

Reliability Centered Maintenance: Components, How to Implement, and more

Reliability centered maintenance is a systematic approach that uses data and analysis to identify and prioritize maintenance tasks. It is a proactive method, requiring you to watch how your asset will perform in the future based on its current condition.

Facilio BlogAdithya Siva

Facility maintenance management tools

1. Facilio
2. ServiceChannel
3. Hippo CMMS
4. Brightly Asset Essentials
5. FMX

1. Facilio

Facilio is designed with a platform-first philosophy, allowing customers to manage their entire portfolio operations from a unified platform rather than juggling multiple point solutions. 

This cloud-based connected operations platform seamlessly integrates with existing tech stacks, delivering immediate value and helps IFMSPs eventually transition from point solutions to seamless, interoperable modules. 

Its platform architecture helps you manage all facilities and operations from a unified platform, gives you 360-degree visibility into your operations, balances proactive and reactive maintenance to reduce downtime and optimize resources, and gives you real-time ops and growth insights. 

As you now know one of the most critical tools your O&M teams need to have for facility maintenance and smoother portfolio operations is a data-driven modern, connected CMMS software like Facilio. 

It offers sophisticated features that make managing multi-site facilities more efficient and effective. It not only streamline maintenance tasks but also provide valuable insights into asset performance and maintenance schedules.

How IFMSPs can optimize facility maintenance with Facilio 

Centralized helpdesk and self-service solutions

Imagine your facility maintenance team using Facilio's centralized help desk to streamline issue reporting. 

Instead of juggling emails and phone calls, all requests are funneled through a single platform, where priority-based routing ensures that urgent issues, like HVAC malfunctions or security concerns, are addressed immediately. 

This not only speeds up response times but also keeps all stakeholders—clients, contractors, or internal teams—in the loop with broadcasts and announcements. 

This setup reduces response times and enhances the overall user experience, improving operational efficiency and customer satisfaction.

Streamlined inspections and audits: reducing compliance risks

For IFMSPs overseeing multi-site enterprise facilities, compliance is non-negotiable and hard to keep up with. Facilio transforms how your team handles inspections and audits by digitizing processes that are traditionally manual and error-prone. 

For example, technicians can use mobile apps to complete SFG20 checklists on-site, instantly flagging non-compliance issues. This immediate feedback loop allows for quick corrective actions, reducing the risk of regulatory breaches. 

Customizable inspection forms and templates enable your team to generate work orders automatically when deviations are detected across multiple sites, ensuring proactive and thorough maintenance. 

Configurable SLA schedules and automated escalations help manage breaches effectively, keeping your operations compliant and efficient.

Procurement and budgeting efficiency

Managing procurement and budgeting across multiple sites can be complex, but Facilio simplifies this with its comprehensive procurement module. 

As an IFMSP handling large portfolios, you can maintain a detailed history of purchase requests, vendor quotes, purchase orders, and invoice verifications all in one place. 

This centralized system enables you to plan maintenance budgets more effectively, ensuring alignment between financial planning and operational needs. 

An IFM company overseeing a large portfolio can use these data-driven logged reports to plan maintenance budgets more effectively, aligning financial planning with operational needs. 

The platform allows site-specific budgeting and automated quote processes to not only simplify financial management but also optimize expenditure.

Optimized maintenance and work orders

Facilio's 52-week maintenance work order schedule is a boon for IFMSPs looking to optimize resource allocation and expedite issue resolution. It also provides work order reports for a better overview of the facility's state.

By leveraging IoT and BMS data, along with occupancy and condition-based reports, you can help your clients transition from reactive to proactive maintenance strategies.

This approach reduces downtime and extends the lifespan of equipment, resulting in cost savings and improved operational efficiency. The integrated inventory tracking system ensures that parts and materials are readily available when needed, minimizing delays and disruptions.

Streamlined vendor management

Managing vendors effectively is crucial for IFMSPs, and Facilio provides the tools to do so with precision. 

For example, real-time KPIs and SLA reports allow your team to monitor vendor performance closely, identifying areas where costs can be negotiated or services improved. 

This data-driven approach ensures that your company receives the best value for its investment. Standardized vendor induction processes and mobile check-in/check-out functionalities streamline vendor management, while automated reordering based on inventory levels prevents stockouts and ensures continuous operations.

The following case study shows you how Facilio’s facility maintenance software delivers value.

How UK’s leading IFM company improved service quality across 300+ sites for its clients with Facilio

Before Q3, partnered with Facilio, they were facing serious roadblocks in delivering consistent service quality for their multi-site portfolio clients. From delayed onboarding that took over a year, to the chaos of managing planned maintenance work orders and miscommunication across fragmented systems, their operations were becoming more of a headache than a help to their clients.

Facilio stepped in with a unified, low-code platform that streamlined everything. Onboarding was templated, cutting the time to bring new clients online. Workflows became fully customizable, payment processes integrated seamlessly with Xero, and, perhaps most importantly, all communication was centralized. 

This meant no more missed invoices or dark data lurking in the background—just clear, actionable insights. With predictive maintenance now decluttered and compliance monitoring more efficient than ever, Q3 regained full control over their operations, providing better visibility and higher service quality.

2. ServiceChannel

ServiceChannel offers facility managers a unified platform to manage repairs, maintenance, and operational data across their organization. It consolidates all aspects of facility upkeep into one comprehensive solution.

3. Hippo CMMS

Hippo CMMS simplifies facility management by streamlining maintenance tasks, schedules, and asset tracking. This software enhances efficiency, cuts costs, and optimizes overall facility performance.

4. Brightly Asset Essentials 

Brightly Asset Essentials empowers operations teams to manage facilities, control maintenance expenses, and improve decision-making. Its advanced reporting tools provide actionable insights for resource planning, while integrations with tools like Microsoft Excel and ArbiterSports enhance its utility.

5. FMX

FMX is a cloud-based facility management platform that streamlines facility maintenance and operations. It simplifies daily tasks, enhancing efficiency and optimizing upkeep processes for organizations.

For an in-depth overview on the 10 of the best softwares for facility maintenance read here -

Best Facility Management Software in 2024

Facilities management software is used to track and schedule tasks, manage inventory and procurement, optimize energy consumption, and perform other tasks related to facility management. See the top 10 FM software for 2024!

Facilio BlogAdithya Siva

Adapting to new market demands: The case for better operations visibility in facility maintenance management

Facility maintenance management is quickly adapting to new market demands for better operational visibility and impactful changes in O&M strategic roles within the commercial real estate sector. 

Cost optimization is still key, but O&M teams must now also deeply understand asset health, maintenance histories, tenant interactions, and customer retention. Leaders are focusing on energy efficiency, monitoring usage and waste, and comparing performance across portfolios to maintain high standards. 

Additionally, wellness indicators like air quality, along with tenant comfort and satisfaction metrics, are crucial. O&M teams must integrate these insights into a cohesive strategy to effectively manage facilities and stay competitive.

Explore how Facilio can enhance your facility maintenance strategy, reduce operational costs, and enhance efficiency across your portfolio.

FAQ