FM 311 launches to enhance customer experience

March 11, 2021

Effective Thursday, March 11, the Facilities Management (FM) Department launches its new customer service platform, FM 311. This initiative, a continuation of FM’s commitment to ensure customers, campus partners and the campus community has a one-stop-shop for assistance, serves as the first point of contact and conduit for FM information and services.

FM 311 has two primary functions -- a customer portal and a dedicated customer service team.  

The FM 311 customer portal is a single point of electronic entry for work requests, project requests, Motor Fleet (vehicle) requests, key (access) requests and space requests. Additionally, the portal can be used to check the status of active requests entered through the portal. The FM 311 customer service team assists with live, person-to-person calls made to 704-687-1311, or 7-1311 for on-campus callers, Monday through Friday from 7:30 a.m. to 5:30 p.m.

The portal is adaptable for both desktop and mobile devices. To learn more about how to use the portal read this document.

“Through FM 311, we seek to produce dynamic and remarkable experiences in every customer interaction, as we position the department to consistently deliver world-class service that our customers can trust,” said Solomon T. Franklin, assistant director of Business Operations.

Franklin noted this has been a long-standing goal for FM and one that would not be possible without the hard work and dedication of many in the department -- including leadership from Jon Varnell, associate vice chancellor, and Melanie Witherspoon, director of Facilities Finance and Business Operations.

As the launch progresses, Franklin says other resources will be added, but for now, information is also available online.