Out‑Of‑Hours Support For Your FM Helpdesk
Forward‑thinking facilities companies nationwide are increasingly turning to experienced outsourced contact centres like Lemon for around‑the‑clock support for their key customer accounts.
Operating a full 24/7 service from their headquarters in the North East, Lemon brings over two decades of expertise in providing out‑of‑hours support to the FM sector. Their customer‑centric approach ensures that clients are supported from day one by a dedicated and experienced account manager, who assists with on‑boarding and serves as the primary point of contact throughout the client's journey with Lemon.
Seamlessly integrating with daytime operations, Lemon handles calls and emails with precision, offering a comprehensive solution from triage to dispatch. They have developed several in‑house software solutions to enhance support for clients, including a bespoke knowledgebase that advances agent capability and a tailored triage tool enabling agents to troubleshoot and resolve issues on the first call. These tools are further enhanced by seamless integration into existing CAFM systems and client portals.
In facilities maintenance, the rapid deployment of personnel to address issues is crucial. Lemon leverages its 20‑year expertise to develop bespoke on‑call software that assists with the escalation process, ensuring the prompt dispatch of the right engineer to the right location at the right time. This solution is specifically designed to manage the complex challenges of differing engineer skill sets, locations, and site requirements common in the sector.
In a data‑driven industry, Lemon stands out by providing timely and accurate reporting that delivers real insights into service delivery. Bespoke web dashboards allow clients to monitor performance in real‑time, make informed decisions, and witness the effectiveness of Lemon’s services. Transparency is their mantra, and their insightful reports exemplify their commitment to accountability and continuous improvement.
Since 2003, Lemon has established itself as a leading contact centre provider for the FM sector, boasting UKAS accredited ISO9001 certification for quality management and ISO27001 for information security, as well as being a proud Real Living Wage employer. Their unwavering passion and commitment to the industry and delivering a first‑class service isn’t just a promise – it's a benchmark for others to follow.
Lemon Contact Centre
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