A Smarter FM Service Desk. Available 24/7.
Facilities Management never stops. Service Failures, Access Issues, Urgent Repairs, and Contractor Requests can arise at any building, at any time.
Waynua provides an AI Enabled FM service desk combining experienced people, structured operating procedures and intelligent technology. We identify what has happened, determine what needs to happen next and manage each interaction according to your agreed priorities and escalation procedures.
From Out of Hours cover to a full outsourced 24/7 service desk, we help protect your contracts, reduce unnecessary call outs and give you greater visibility across your portfolio.
Let's TalkEmpowering...
Complete Service Desk Support
From First Contact to Confirmed Response.
Waynua becomes the dependable first point of contact for your clients, building occupants, suppliers, and contractors.
Our agents do more than just take a message. They capture the correct information, identify the building and service affected, apply your agreed procedures and progress the issue to the next appropriate step.
Whether the requirement is to provide information, create a ticket, contact a contractor, or escalate a critical incident, every interaction is handled consistently and fully documented.
Daytime, Out of Hours, or a complete 24/7/365 service desk coverage.
Get QuoteIntelligent Triage
The Right Response for every Issue.
Not every facilities issue requires an immediate contractor call out.
Waynua uses structured FM- specific scripts and decision trees to establish the nature, location, impact and urgency of every request. Calls can then be classified as critical, urgent, routine or suitable for next working day follow up.
This helps prevent unnecessary call outs, protects you on call teams and ensures genuine emergencies receive immediate attention.
Better Questions. Better Decisions. Fewer unnecessary Call Outs.
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Rota & Escalation Management
We don't just pass on calls. We manage the repsonse.
Once an incident requires escalation, Waynua manages the agreed response process.
We contact the correct on call person or contractor based on location, service type, priority and time of day. If the nominated person on call fails to respond within the agreed timeframe, the issue automatically progresses through the back up escalation path.
Every contact attempt, acknowledgement and escalation is recorded, giving you a clear audit trail and helping you demonstrate that contractual response procedures were followed.
The correct person contacted, the response confirmed, and the process documented.
Learn moreOperational Intelligence
See what is really happening across your portfolio.
Every customer interaction contains valuable operational information.
Waynua Connect converts FM conversations into structured, reportable data - showing why people are contacting you, which buildings generate the most demand, what issues repeatedly occur and where delays or unnecessary call outs are arising.
Instead of receiving a list of calls, your management team gains a clearer view of service demand, recurring faults, response performance, and opportunities for improvement.
Turn every day service desk activity into actionable portfolio intelligence.
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Connected Systems and Knowledge
Your Processes, Systems and Building Knowledge - Connected
Waynua can work within your existing ticketing, CAFM, CRM or field service environment, subject to system access and integration requirments.
Our Agent Enablement Platform brings your building information , client instructions, emergency procedures, contractor details, and escalation rules together into one controlled service environment.
This gives agents the right guidance during every interaction and helps us ensure the same process is followed regardless of who answers the call, or when it is received.
Consistent Service support by structured knowledge and intelligent technology.
Get QuoteContinuous Improvement
Reduce Waste. Improve Service. Protect your Contracts.
Waynua helps you understand not only how many contacts you receive, but what is causing them.
Our analysis can identify repeat contacts, incomplete information, avoidable call outs, process gaps and recurring building or contractor issues. We then use these findings to strengthen your SOP's , improve information capture, and reduce unnecessary workload.
The result is a service desk that becomes more efficient and more valuable over time- supporting stronger client relationships, better contractor performance, and more informed operational decisions.
Move from Reactive call handling to measurable service improvement.
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