fm24 Case Study Puzzel helps FM24 build a lean & efcient help desk operation for its presigious international client portfolio The Requirement fm24 is Macro’s dedicated facilities management help desk provider. Macro is part of the international consruction and consultancy company Mace and provides facilities management services including consultancy, help desk, technical services and owner association management in 23 countries. The company’s specialis help desk services are provided by fm24 which ensures that Mace and Macro cusomers receive round-the-clock support beyond typical business hours. fm24 handles around 15,000 telephone calls a month, with as many as 700 on an average week day. Email trafc into the help desk is even higher, currently 30% more than the annual call satisics.Whil

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