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fm24 Case Study

Puzzel helps FM24 build a lean & efficient help desk operation for its prestigious international client portfolio.


Telephone calls per month
90% of all calls are frequently answered within 20 seconds
fm24 operates 40 different queues, for more than 20 clients


The requirement

fm24 is Macro’s dedicated facilities management help desk provider. Macro is part of the international construction and consultancy company Mace and provides facilities management services including consultancy, help desk, technical services and owner association management in 23 countries. The company’s specialist help desk services are provided by fm24 which ensures that Mace and Macro customers receive round-the-clock support beyond typical business hours.

fm24 handles around 15,000 telephone calls a month, with as many as 700 on an average week day.
Email traffic into the help desk is even higher, currently 30% more than the annual call statistics.
While the fm helpdesk is core business, the nature of the calls and email enquiries vary considerably and reflect fm24’s diverse customer base.

The solution

The new Puzzel (formerly Intelecom) contact centre solution was deployed to create a robust cloud-based contact centre and support infrastructure. Since implementing the Puzzel platform, fm24 has consistently met Service Level Agreements (SLAs) for call handling, whilst skills based routing has boosted operational efficiencies and helped deliver highly personalised customer service to a constantly changing and diverse client base.

The results

Mr Memedovic continued, “The biggest benefit of using SCS and Puzzel is the introduction of skills based routing. Today, Puzzel’s skills based routing means that at all times calls are automatically routed to the agent with the most appropriate knowledge and experience. They are also helped by a screen pop-up that identifies which client is calling, enabling an agent to provide a highly personalised greeting and enhanced customer experience from beginning to end.”

Here’s what FM24 had to say

“We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. We knew skills based routing of calls was essential to delivering world-class customer service whilst maintaining high levels of operational efficiency.”

Sasha Memedovic, Head of Service Delivery at fm24