AI-Driven Maintenance Management: From Request to Resolution
In this tutorial, you will learn how to leverage the Fentrica Platform's AI and integrations with technical building systems such as HVAC, lighting, access control, and more to streamline site maintenance. We will walk through the entire lifecycle of a maintenance request—covering tenant submission, AI-assisted management, and secure service provider access.
By the end of this guide, you will be able to automate communication, reduce unnecessary site visits, and maintain a digital log of all technical system activities.
Requirements
- Maintenance, technical systems, and access modules subscription
- Integration with BMS or technical systems (e.g., HVAC, lifts, fire safety, lighting, energy metering)
- Integration with access control system (for smart access features)
System Overview
The Fentrica ecosystem connects three main parties through a centralized AI-powered hub:
| Party | Action | Tool |
|---|---|---|
| Tenant | Submits issues & receives updates | Mobile Self-Service App / Email / Phone |
| Manager | Assigns tasks & polishes communication | Fentrica Management Dashboard & AI Assistant |
| Service Provider | Secure remote access to technical systems, O&M documentation, maintenance journal, and secure physical access | Secure Web Link (App also available) |
Step 1: Tenant Submission & AI Deflection
The most efficient maintenance request is the one that solves itself.
- Submit Request: Tenants use the "Create New" button in the mobile app.
- AI Suggestion: As the tenant types (e.g., "Ventilation not working"), the system uses context-aware AI—not just keywords—to suggest relevant knowledge base articles.
- Attachment: If the article doesn't solve it, tenants can take photos or upload files directly from their camera to provide visual context.
The AI deflection system helps reduce unnecessary tickets by guiding tenants to self-service solutions before they submit a request.
Step 2: Manager Review & AI Polishing
When a request is submitted, managers receive an instant push notification.
- Analyze with AI: The manager interface includes an AI Assistant that analyzes previous communications and uploaded site documentation to suggest an immediate fix.
- Professional Communication: If you need to message the tenant, use the AI Polisher. It transforms rough notes into professional, polite, and brand-consistent messages.
- Assigning Work: If a site visit is required, the manager creates a linked Work Order and assigns it to a service provider (e.g., an HVAC specialist).
The AI Polisher helps ensure all tenant communications maintain a consistent, professional tone—regardless of who writes the initial draft.
Step 3: Service Provider Access & Remote Fixes
Fentrica eliminates the need for physical keys and "blind" diagnostic visits.
- Secure Link: Service providers receive a link via email. They authenticate using a temporary SMS PIN (passwordless).
- Technical Insight: The provider can see the manufacturer, serial number, maintenance history, and O&M documentation remotely and securely.
- AI Assistant for Diagnostics: Service providers can use the AI Assistant to analyze active errors and faults in technical systems. The AI reads all relevant documentation, maintenance plans, and datapoint history to identify the root cause and explains it in plain, human-understandable language (e.g., "The supply air temperature alarm is triggered because the filter is clogged—replacement is overdue by 2 weeks").
- Remote Control: If the device is integrated, the provider can toggle power or adjust settings remotely via the dashboard.
- Smart Access: If a site visit is necessary, the provider can use the same link to open gates or doors, provided they have a valid, active work order.
Step 4: Closing the Loop
- Completion: The provider clicks "Done" and submits a summary for the maintenance journal.
- Manager Review: The manager is notified, reviews the work, and closes the work order.
- Automatic Sync: Closing the work order can automatically move the tenant's original request to "Awaiting Feedback."
- Tenant Confirmation: The tenant receives a notification to confirm the resolution and leave a quality rating.