Emirates International Property Services – Helpdesk Services | Macro

Emirates International Property Services – Helpdesk Services

  • © EIPS

Emirates International Property Services (EIPS) is the facilities management arm of property and lifestyle developer Bloom, which is part of Abu Dhabi-based National Holding. 

Macro was appointed by EIPS in October 2012 to provide an independent helpdesk service for EIPS’ property portfolio across the UAE, including 20 projects ranging from residential, commercial and retail facilities. Six months later the contract was extended for another year after call volumes doubled. 

The 24/7 helpdesk provided by Macro, manages all reactive maintenance requests (2000 per month), prioritising and allocating these calls to relevant service providers. Fully automated SMS communication to service providers for reactive works and regular reports are generated to monitor each aspect of operational performance, and store modules are used to allocate material costs per task. 

The team also monitors service levels in relation to response and rectification times, loading all building asset information onto a Computer Aided Facilities Management (CAFM) system, while creating planned maintenance schedules against all building assets. Utilising the latest technology, Macro offers EIPS remote access to the CAFM system to monitor the database directly. In addition to this, Macro successfully manages utility consumption on behalf of EIPS and provide regular customer satisfaction surveys and reports.

Emirates International Property Services (EIPS)
Helpdesk Services
2012 - ongoing