02 · Service
FM Technology Advisory
Choosing, implementing and actually adopting enterprise FM software — from someone who has been the customer and the vendor.
For: Organizations selecting an FM or work-order platform, midway through a rollout that has stalled, or several years into a system nobody uses the way it was sold.
Independent advice. I do not resell or represent any platform.
What is usually wrong
- The platform was bought on a demo and the demo is not how your portfolio works.
- Implementation finished on paper and the old process kept running underneath it.
- Configuration decisions were made once, by whoever was in the room, and never revisited.
- Reporting exists but no one trusts the numbers enough to act on them.
What I do
- Write the requirements from your operating model, not from a vendor feature list.
- Score vendors against those requirements with the weighting agreed before the demos, not after.
- Sit over the implementation — data model, work-order types, NTE thresholds, vendor onboarding, escalation paths.
- Treat adoption as the deliverable. A platform nobody uses correctly is a line item, not a system.
What you get
- A requirements document written in your language and defensible to procurement.
- A vendor evaluation scorecard with the weighting fixed up front.
- Implementation oversight, configuration review and an adoption plan with tracking.
The ServiceChannel angle
I spent six years at ServiceChannel as Sr. Director / Director of Solution Consulting, working with enterprise clients on exactly this — aligning people, process and technology so the platform produced something worth acting on. Before that I was the customer, running enterprise FM software at CVS Health and establishing the cost and performance metrics that came out of it.
That combination is the whole value here. I know what the software can genuinely do, what gets promised in a sales cycle, and what it takes on your side to make either one true.
Independence
I am independent. I do not resell, implement on commission, or represent any platform, and I have no partnership with any vendor including my former employer. If the right answer is the system you already own, that is the advice you will get.
Have a facilities challenge like this?
Start with a 30-minute conversation, or send a message describing what you are dealing with.