Operations & facilities
Triage work orders, route vendor dispatch, and monitor facilities workflows after stores are open.
Once stores are operating, facilities and store operations teams handle work orders, vendors, maintenance SLAs, and compliance. Surfaice connects to facilities platforms such as ServiceChannel or FEXA, email, and internal trackers so Hugo (the in-app agent) can help route and summarize — not replace your CMMS (computerized maintenance management system).
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Work order triage
Typical patterns:
- Classify incoming maintenance requests by urgency and trade
- Route to the right vendor or internal owner
- Escalate refrigeration, life-safety, or revenue-impacting issues faster
When email is connected (per user, per role), Hugo can draft responses or create structured summaries from landlord and vendor threads.
Vendor dispatch and SLA follow-up
| Task | Surfaice helps |
|---|---|
| Dispatch optimization | Match vendor coverage to store location and trade |
| SLA monitoring | Flag work orders breaching response or completion targets |
| Vendor scorecards | Summarize repeat failures or cost anomalies by vendor |
Facilities compliance
Depending on workspace configuration:
- Track certificate of insurance expirations
- Monitor equipment lifecycle and preventive maintenance schedules
- Summarize utility billing disputes for routing
Store opening handoff
Operations teams often inherit open items from construction. Connect Construction & closeout punch lists to opening checklists so nothing drops between PM and facilities.
Example prompts
Show open refrigeration work orders older than 24 hours across the Southeast region.
Which stores have vendor SLA breaches this month for HVAC?
Summarize this landlord maintenance email and suggest the right internal owner.
Related skills
| Skill | Use when |
|---|---|
contractors | Vendor assignments and PM/GC coordination |
assigned-vendors-for-project | Who is assigned by trade for a store |
contact-book | Resolve vendor or landlord contact details |
daily-briefing | Morning facilities/program priorities |
Facilities teams often connect ServiceChannel (or similar CMMS) so Hugo can read work orders and locations under existing permissions. Skill names vary by workspace — check your Skills panel.
Full catalog: Store development skills · Reporting skills