Up until now in our “Maximising ROI from CAFM” blog series we’ve emphasised return on investment in purely monetary terms: cost savings, asset life-extension, and reduced overheads. But this month we’re showing how ROI is not just about direct savings, but also about improved reputation, better organisational performance, and creating a competitive advantage for recruitment, visitors or clients through site desirability. In other words, CAFM software can be used not only to drive down cost, but to drive up value in broader strategic terms.
Automate the admin
One of the most tangible wins from a CAFM system is automating the administrative burden. When jobs are logged, routed and automatically assigned to the most suitable operative through a help desk module delays are minimised, human error is reduced and rejected jobs are few. This leads to faster response times, and higher first-time fix rates.
A system that sets workflows, automatically assigns to the right engineer or contractor, escalates when needed, and tracks completion, will help ensure that the FM operation runs to a high level. Efficient ticket handling translates not only into cost savings (fewer wasted engineer visits) but also improved stakeholder experience.
And administration doesn’t just stop at help desk of course, modern CAFM software plays an essential role in moving from PPMs to predictive maintenance. Using sensor data to identify when maintenance is necessary rather than undertaking planned work by the calendar is not only instrumental in saving time and money but also results in less scheduled downtime and a more reliable workplace for its occupants.
FM forms and checklists
Fully customisable forms and checklists like QFM’s Dynamic Forms are a simple but effective FM powerhouse to make works faster, safer and smarter. These can be set up to show at any stage of the operative’s task via their mobile, providing a variety of functions. From a pre-start safety risk assessment to identify hazards and confirm the correct training has been undertaken, to a cleaning or maintenance checklist to easily ensure all required steps have been taken; forms and checklists ensure the right data is collected and shared. This generates operational ROI whereby work starts on time, and hazards are flagged early leading to fewer incidents or repeat visits; and reputational ROI whereby the FM team is not seen as fire-fighters but as proactive professionals safeguarding people, buildings and operations.
SLA management
SLAs aren’t just paperwork – they are your performance baseline. With a good CAFM system you can measure contractor and in-house team performance against SLA targets: response times, fix times, volume of work completed, repeat call backs etc. With this, data patterns can be identified, such as that Site A’s lift contractors regularly miss their deadline and over charge compared to the agreed quote. These insights allow actionable decisions: targeted training for under-performing teams, renegotiation of contracts, or termination of poor-performing vendors. Penalties built into contracts become visible and can be monitored and avoided. For more information, read our previous blogs on managing contractors, and performance-based contracts.
And let’s not forget the reputational dimension. There’s an old journalistic adage: “if it bleeds, it leads”. When service fails (lifts break down, toilets blocked, HVAC fails) the negative story spreads fast. By managing SLAs tightly service providers reduce the risk of becoming that headline. Instead, providers or in-house teams become the internal success story: trusted, dependable, professional.
Service audits
Beyond SLA monitoring, service audits provide a structured way to verify that standards are being met on the ground. CAFM-driven audit tools, such as those within SWG’s QFM software, make it easy to schedule, conduct and record audits across sites and services. Any operative inspecting service quality can instantly capture evidence through photos and question completion, track non-conformances, and assign follow-up actions directly within the system. This creates a closed feedback loop between planned performance and actual delivery.
Regular digital audits not only help meet compliance and safety obligations but also reinforce accountability and transparency – vital ingredients for contract retention and brand reputation.
Measuring customer satisfaction and aligning SLAs
Some SLAs are customer- or compliance-mandated and immovable, but for others; are they right for each individual site? If the SLA states a two-day resolution for heating issues, is that truly acceptable for the cold occupants? Measuring underlying customer satisfaction gives a richer story than SLA compliance alone. In other words, make sure SLAs reflect what matters to the user, not just what’s contractually easiest to measure.
A CAFM system can incorporate occupant feedback, surveys post-task, and dashboards that show user satisfaction alongside raw metrics. This elevates FM from being a back-office function to a contributor to workplace experience, visitor impression, brand value and even recruitment / retention. When your organisation can say “our facilities deliver world-class service,” FM is no longer a cost centre – it becomes a value centre.
If you’d like to learn more about how our CAFM software, QFM can help you improve your SLA and service delivery, contact us for a demo or a chat.
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