System and method for reducing customer noise in a facilities management computing environment

A distributed computer processing system for use in a facilities management computing environment, comprising:

• a server having at least one processor configured to run a customer noise reduction computer program and to receive a first input comprising service request (SR) work flow requirements and a second input comprising performance metrics, and to produce at least one output signal representing customer noise;
• a web-based user interface;
• and
• a customer service representative (CSR) computer connected to the server and configured to display the user interface;
• wherein the system is configured to sample the customer noise signal and display a first, a second, and a third electronic queue on the CSR computer in response to the sampled customer noise signal.

A computer application embodied in a non-transitory medium for operation by a one or more computer processors for performing the steps of:

• creating an electronic service request record (SRR) in response to a job request from a customer at a customer site;
• placing the SRR in a first electronic queue if an estimated time of arrival (ETA) is not communicated to the customer within a first time period t1;
• entering a time of arrival into the SSR by a technician at the customer site after the ETA is communicated to the customer;
• placing the SRR in a second electronic queue if the job is not completed within an SLA time period t2;
• entering a time of completion into the SRR by the technician at the customer site after the job is completed;
• placing the SRR in a third electronic queue if a customer survey is not completed within a survey time period t3;
• and
• closing the SRR after completion of the customer survey.