The Aberdeen Group reports a 20 percent higher customer satisfaction and retention rate for best-in-class service organizations. For decades facilities teams have turned to the calendar or hour meter to determine when it was time to service their heating, ventilating and air conditioning (HVAC) and other building systems. But recent innovations give organizations the information they need to perform maintenance when it is really needed and not just because it is scheduled. The most effective service and maintenance strategies are proactive, holistic, technology-enabled and knowledge-based. Predictive and reliability-centered maintenance strategies can help organizations improve energy efficiency, manage operating costs, enhance the environment and reduce the likelihood of unplanned systems failure, which could have a devastating effect on their ability to achieve business objectives. This presentation will discuss how moving to a predictive and reliability centered maintenance approach can improve service and overall customer satisfaction.