Facilities Management Companies
Facilities Management BPO Services | Work Order and Vendor Coordination
A facilities management company keeps buildings running, and its contact center is the front door for everything that goes wrong in them: the tenant reporting a broken elevator, the manager requesting maintenance, the emergency that cannot wait, the vendor confirming a job. The work is high-volume, around the clock, and heavy on coordination and dispatch, and a facilities operation that cannot answer and dispatch reliably fails the buildings and the tenants it is paid to serve.
Global Empire Corporation runs work-order intake, dispatch, vendor coordination and after-hours emergency handling for facilities management companies — taking the request, opening the work order in your system, dispatching to your technicians or vendors against your rules, and covering the emergencies that arrive at every hour, so your team manages the portfolio instead of the phone.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Facilities Management Runs on Work Orders and Around-the-Clock Dispatch
A facilities operation is a machine for turning requests into completed work: a tenant or manager reports a problem, a work order is opened, a technician or vendor is dispatched, and the job is tracked to completion. The volume is high and the requests never stop, because buildings have problems at every hour, and the intake and dispatch that drive the whole operation are exactly the routine, time-sensitive work that overwhelms an in-house desk.
Emergencies are where a facilities operation is judged. A burst pipe, a power failure, a stuck elevator with someone in it, a security or safety issue — these cannot wait for morning, and how fast the facilities company answers and dispatches determines both the outcome and the client's confidence. Coverage that answers, triages and dispatches emergencies around the clock, against the rules each property sets, is what a facilities operation is paid to provide.
- Work orders opened in your system from every request, not left on a message pad
- Dispatch to your technicians and vendors against your rules and each property's priorities
- Around-the-clock emergency intake and dispatch, because buildings fail at every hour
- Vendor coordination and job tracking, so requests become completed work
For facilities management, property services and building operations companies
Facilities Support Services We Deliver
Work Order Intake
Maintenance and service requests from tenants, managers and clients captured completely and opened as work orders in your system, so nothing is lost between the call and the job.
Dispatch & Coordination
Work dispatched to your in-house technicians or vendor network against your rules and each property's priorities, so the right resource is sent for the right job.
Emergency Triage
Emergencies — floods, power, elevators, security and safety issues — triaged against your rules and dispatched with the urgency they demand, around the clock.
Vendor Management Support
Vendor scheduling, confirmation and follow-up handled, so the vendor network that does the work is coordinated rather than chased.
Tenant & Client Support
Tenant and client questions and status requests handled in your name, so the people relying on the building reach an answer rather than a voicemail.
Job Status & Follow-Up
Work-order status and follow-through tracked, so requests become completed work and the client sees a responsive operation rather than a black hole.
How a Facilities Support Program Runs
From codifying dispatch rules to covering the overnight emergency.
Scope & Dispatch Rules
We codify each property's emergency definitions, priorities and dispatch rules, and what agents may resolve or dispatch, so the program runs to your standards across the portfolio.
Systems & CMMS Access
Agents are set up in your computerised maintenance management or work-order system, so requests become work orders where they are worked and dispatch reaches the right people.
Portfolio & Vendor Training
Training on your portfolio, your technicians and your vendor network, so requests are dispatched to the right resource and handled knowledgeably.
Pilot & Calibration
Launch on a defined set of properties with daily review, calibrating intake, dispatch and emergency handling before the whole portfolio moves.
Scale & Coverage
Expand across the portfolio and into the round-the-clock coverage buildings demand, so every property is covered whenever something goes wrong.
Related services
Build a complete support program
Frequently asked questions
Will work orders land in our system?
Yes. Agents are set up in your work-order or maintenance management system to open the work order from every request, dispatch it, and track it where your team works, so nothing is lost between the call and the job and no request sits on a message pad. If you run a simpler setup, the handoff is built around it. Turning requests into work orders in your system, rather than messages your team rekeys, is what makes the program a facilities operation rather than an answering service.
How are emergencies handled?
With triage and around-the-clock dispatch. Each property's emergency definitions, priorities and dispatch rules are documented before launch, and agents triage floods, power failures, stuck elevators and security issues against them, dispatching with the urgency they demand and escalating to your on-call people where the rules require. Emergencies are where a facilities operation is judged, so they are handled 24/7 to the standards each property sets, rather than left to a morning callback that could mean a flooded building.
Can you coordinate our vendor network?
Yes. Beyond dispatching to your in-house technicians, agents handle vendor scheduling, confirmation and follow-up against your rules, so the vendor network that does much of the work is coordinated rather than chased. The dispatch decision — in-house or which vendor — follows your rules and each property's arrangements, and the job is tracked to completion. Coordinating the vendors is a core part of turning a request into completed work, so the program handles it rather than just opening the work order.
Do you provide after-hours coverage?
Yes, and it is central to facilities support. Buildings fail at every hour — the overnight flood, the weekend power failure, the holiday elevator entrapment — so the program is scoped for round-the-clock intake and dispatch, with emergencies triaged and dispatched through the night and the genuine problems escalated to your on-call team. A facilities operation that can only be reached during office hours fails the buildings and tenants it serves at exactly the moments it is most needed.
What does a facilities management support program cost?
It follows the coverage rather than a published rate. The variables are request and call volume, the number of properties and their dispatch complexity, the round-the-clock hours buildings need, the mix of intake and dispatch versus vendor coordination, the depth of systems integration, and whether you need bilingual coverage. We scope those against your portfolio and quote per program, built around turning requests into dispatched, completed work around the clock.
TESTIMONIALS
Our trusted clients
With so much outsourcing in the answering services space, it was a relief to find a provider that is truly efficient. The pricing is excellent, onboarding was smooth, and our clients were far happier speaking to a live operator instead of voicemail.
We have partnered with Global Empire for over 15 years and they remain a crucial part of our 24/7 operations. They support multiple sites across states, and we couldn’t be happier with their service, reliability, and long-term consistency.
Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
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