The verdict in three sentences
When 1,600 work orders a month flow through a shared inbox and three spreadsheets, SLA penalties and hand-built client reports cost more than software. A custom helpdesk application links request, dispatch, on-call, job completion and an automated monthly report in a single flow, matched to each client's integrated FM contract. The choice between off-the-shelf CAFM and custom build comes down to user count, contract specificity and the payback period you are aiming for.
The hidden cost of email and spreadsheets
A Dubai facility management company providing hard services (MEP, HVAC), soft services (cleaning, pest control) and minor works across 85 sites (offices, retail, clinics, residential towers) receives around 1,600 work orders a month. Each integrated FM contract sets its own response times: 4 hours for an HVAC failure in summer, 24 hours for a leak, 48 hours for lighting.
With email, nobody sees in real time which jobs are about to breach. The on-call rota for 12 technicians lives in a spreadsheet, and the contract manager spends two days a month compiling activity reports for each client. Breaches cost contractual penalties, often 1 to 3 % of the monthly fee for the site concerned.
| Metric | Email and spreadsheets | Dedicated app |
|---|---|---|
| Average response time | 3 h | 35 min |
| Work orders outside SLA | 9 % | 2 to 3 % |
| Time to produce monthly reports | 16 h a month | 1 h of review |
| Client visibility on requests | None | Portal with live status |
| On-call traceability | Shared spreadsheet | Rota, calls and hours logged |
| Before and after photos | Sent over WhatsApp | Attached to the ticket |
The right-hand values are realistic targets seen after rollout, a 2026 order of magnitude, not a guarantee.
What the app includes
The client portal lets site managers raise a request in 30 seconds with photo and location (tower, floor, unit). The SLA engine computes the deadline from the contract, fault type and time of day, then fires alerts at 50 %, 80 % and 100 % of the window. The dispatch module suggests a technician based on trade, zone and availability, which matters when crossing Sheikh Zayed Road at rush hour can take 40 minutes.
The technician app, an installable web app that works offline in basements and plant rooms, shows jobs, drawings and asset history, and captures the client's signature. The on-call rota manages rotation for the 12 technicians, swaps and overtime hours for payroll. Finally, monthly reports per client are generated as PDF on the 1st: volumes, SLA compliance, recurring faults, recommendations, in English and, where the contract requires it, Arabic.
| Option | Off-the-shelf CAFM | Kolonell custom app |
|---|---|---|
| Upfront cost | Setup 10,000 to 55,000 AED | 2,500,000 to 15,000,000+ FCFA (3,810 to 22,870+ EUR) depending on complexity |
| Recurring cost | 90 to 220 AED per user per month | Maintenance 35,000 to 120,000 FCFA a month (53 to 183 EUR) |
| Recurring cost for 40 users | 43,200 to 105,600 AED a year | 636 to 2,196 EUR a year |
| Fit with specific contracts and SLAs | Partial | Full |
| Ownership of code and data | No | Yes |
| Time to go live | 1 to 3 months | 3 to 5 months |
A simple scope (client portal and tickets) sits in the 2,500,000 to 4,000,000 FCFA band, a scope with SLA engine and technician app in the 4,000,000 to 7,000,000 FCFA band, and the full set with on-call, reports and ERP connection in the 7,000,000 to 15,000,000+ FCFA band. Specific connectors are on quote. See also our web applications.
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Rahul, operations director at a facility management company in Dubai, pays on average 15,000 AED a month in SLA penalties across 85 sites. Bringing late jobs from 9 % to 3 % cuts that by two thirds, saving 10,000 AED a month. He also frees 15 hours of contract manager time a month on reports, worth 2,700 AED at 180 AED an hour. Total: 12,700 AED a month, about 3,150 EUR. For a full application at 9,000,000 FCFA (13,720 EUR), payback comes in under 5 months, and he avoids around 75,000 AED a year in licences for 40 users.
FAQ
Why not simply buy an off-the-shelf CAFM system?
It makes sense under 15 users or with standardised contracts. Above 30 users and with different SLAs per client, licences of 90 to 220 AED a month and configuration limits make custom build more profitable within 2 to 3 years.
Does the app work without signal in plant rooms?
Yes, the technician app stores data offline and syncs once the network returns, usually within 10 seconds.
Can we import the spreadsheet history?
Yes, importing the last 12 to 24 months of work orders is part of the project, which feeds recurring-fault statistics from day one.
How are on-call hours handled for payroll?
Every call-out and journey is time-stamped. A monthly export per technician goes to payroll, with hours and night or Friday premiums broken down.
How long does delivery take?
Allow 3 to 5 months for the full scope, with a first version (portal and tickets) usable within 8 to 10 weeks.
Let's scope your project. Tell us about your contracts, SLAs and on-call setup, and we will scope an app delivered in stages with a first version in 8 to 10 weeks. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
