How Orion standardised its processes with Infraspeak and achieved 94% compliance

About Orion

Founded in 1996 and based in Brasilia, Brazil, Orion is a leading company in the building management sector. It has more than 2,000 employees and offers a wide range of technology-based engineering services in infrastructure maintenance, installation, operationalisation and consultancy. Its main focus is on preventive and corrective maintenance of the different systems that make up buildings, such as electrical systems, HVAC, water networks, telecommunications, CCTV and energy efficiency, among others.

Orion operates throughout Brazil in order to meet the challenges of a wide and diverse portfolio of clients. It is ISO 9001, ISO 14001 and OHSAS 18001 certified, and has received important honours such as the Top of Mind Quality Award and the National Innovation Award.

The Challenges

Lack of standardisation

• Each contract followed a different maintenance plan model.

• The lack of standardisation of processes made it difficult not only to control, but also for new employees to adapt.

Poor communication

• The absence of a centralised system to gather all the information in a complete and up-to-date manner made communication between those involved quite difficult.

SLA compliance was lower than desired

• The operational complexity of Orion's clients means that they have to establish very demanding service level agreements, but not having a solution that promoted efficiency was jeopardising compliance.

The intelligent constellation: from standardisation to data analysis.

In addition to the simplicity of the interface and the approachable way of working, Orion understood Infraspeak’s potential for standardising processes, centralising information, communicating with employees and clients, and streamlining the entire operation.

Fifteen days was the time needed for implementation, a period largely dedicated to the asset registration process. During this phase, training was given to the employees who would be using Infraspeak, so that this shift could take place in an uncomplicated manner. One of the aspects that helped break down the initial resistance was the platform's ability to make each person's workload visible, allowing for greater and more immediate recognition of their efforts.

Another very positive change has taken place in terms of collaboration between Orion and its customers. Customers now have access to an effective communication channel and can easily report a fault, for example, automatically creating a work order and sharing all the information needed to resolve it. As a result, the quality of Orion's service provision has increased, with the SLA completion rate rising to 94%, and the number of complaints falling significantly.

As an intelligent platform, Infraspeak enables the use of NFC tags on all equipment, allowing technicians to consult all asset information on their mobile phones from anywhere. Orion's professionals can now carry out their work without mishap and with greater security, recording their work with photos and other relevant details. On the management side, it's now possible to monitor each technician's activity remotely and in real time. And the fact that procedures now follow a standard, regardless of the client, has made supervision even simpler.

On the other hand, Infraspeak's personalisation capabilities allowed Orion to find out how much fuel was spent on each journey. Also with regard to time management and efficiency, the company entered relevant KPIs into the platform and, based on this data, defined specific SLAs for emergency situations.

In the near future, Orion wants to use Infraspeak to monitor water and energy consumption in real time, as well as to record waste and recycling.