Does this replace our service desk staff?
No. Delta WorkForce is built to support your existing team, not replace it. AI handles intake and routine updates; your team confirms routing, dispatches the right technician, and steps in personally whenever a request needs a human touch — like an upset customer or an unusual situation. Most teams use Delta WorkForce to handle more volume without adding headcount, not to reduce it.
Does our service desk have to use Delta WorkForce, or can they keep working in our CMMS as they do now?
They can keep working in your CMMS exactly as they do today — Delta WorkForce doesn't require your team to change how they work. That said, working directly in Delta WorkForce gives your team extra visibility into customer communication and satisfaction data that doesn't otherwise surface in a typical CMMS. Either way, your team stays in control: any update made in your CMMS syncs back to Delta WorkForce automatically and gets pushed out to the requestor on their channel of choice — so the customer experience stays consistent no matter which system your team is actually working in.
Can we use our own agreement or BAA with our AI provider?
Yes — and this is actually the setup we recommend. If your organization already has a Business Associate Agreement (BAA) or other data agreement in place with your preferred AI provider, Delta WorkForce can operate under that relationship directly rather than through a separate agreement with us. All we need is your API key. This keeps your existing data privacy policies, security terms, and compliance agreements in force — your data stays governed by the relationship and terms you've already established.
What is Dex, and what can it do?
Dex is Delta WorkForce's AI agent — the same AI across every channel, whether someone's texting, chatting, or calling after hours. Dex captures the details of a request, checks for duplicates, suggests routing, sends status updates, and surfaces satisfaction and response-time metrics for your team. Every AI interaction in Delta WorkForce is Dex.
What counts as a "request"?
A request is any service issue submitted through text, AI Chat, web form, or (if added) AI Voice — from "the AC in Anderson Hall isn't working" to a routine maintenance flag. It's counted once, regardless of how many messages or follow-ups it takes to resolve.
What happens if we exceed our tier's included volume?
Nothing changes mid-term — there's no hard cutoff and no surprise fees. We track your rolling 12-month volume, and if you're consistently exceeding your tier, we'll work with you to move to the right tier at renewal.
How is Delta WorkForce billed?
Plans are billed annually upfront, with your included request volume measured on a rolling 12-month basis — so a busy month doesn't trigger an overage, and a slow month doesn't go to waste. If your trailing 12-month volume exceeds your tier's limit, you'll move up to the next tier at your next renewal.
What is AI Insights?
AI Insights is an optional add-on that surfaces operational recommendations from your request data — for example, flagging a piece of equipment with a rising trend of comfort complaints before it becomes a bigger problem. It's available on any tier.
Can I upgrade or downgrade my plan?
Yes. Plan changes take effect at your next renewal. Your account manager can walk you through any proration specifics based on your agreement.
Does Delta WorkForce integrate with IBM Maximo?
Yes — and it's ready to go out of the box. Our Maximo integration is pre-built and requires no custom development.
Does Delta WorkForce integrate with other CMMS and EAM systems?
Yes. Delta WorkForce sits on top of your existing system rather than replacing it, and exposes open APIs that support integration with virtually any external CMMS, EAM, or ERP system.
Is there a limit on SMS updates?
Every tier includes up to 10 SMS status updates per request at no extra charge — enough for the vast majority of requests, including back-and-forth clarification. More SMS volume can be purchased separately.
Is there a trial or pilot program?
Yes — the Starter plan is designed with piloting in mind, giving your team access to the core platform so you can validate the workflow and build internal confidence before committing to a broader rollout.
Is there a minimum contract length?
Plans are billed annually. Multi-year agreements are available and may include additional discounts — contact us to discuss the right structure for your organization.
