Leadership
All companies providing facility service to distributed portfolios have some form of call receipt, vendor management, dispatch processes, and capability. But none today can fully realize the service improvement capability and cost management potential of a pro-active, fully integrated, collaborative, “Operations Control” process.
We know that the market requires commitments
to drive down costs year over year. We under- stand that the key driver in winning new business includes an ability to provide this year over year savings. This Operations Center approach will specifically organize our people, process, and technology to successfully provide this.
It is not always easy for FM companies to meet these new customer expectations given the typical isolation of traditional call centers from other functions across the company. Doing so with agility, operational efficiency and an emphasis on value creation is even harder.
This has to change in order for FM providers to effectively market to their clients. This is especially challenging in a distributed portfolio.
Today, your customers expect you to support their requests and needs using any device on any channel, at any time. Their journeys often touch several departments within your business – from Marketing and Sales to Billing and Support – and at every point they expect you to know who they are, understand their prior interactions and enable seam- less service to all of their facilities at any time.
By having a centralized facility Operations center, you will be able to leverage this support across all business units and accounts big and small. By simply moving key services and support to the operations center, you will quickly realize labor and costs efficiencies.
To effectively provide the broad range of facility maintenance and support services to clients with multiple, distributed facilities, our operations center is responsible for planning, coordinating, and monitoring execution of facility services from start to finish.
The strength of our approach comes from a relentless focus on performance management and coordination of work activities. Our planning and scheduling team ensures tactical execution of your maintenance playbook, subcontract management, cleaning, landscaping, and all other services by planning work execution from annual work plan down to a daily basis, then analyzing how effectively the daily and weekly schedules are executed against a defined set of Key Performance Indicators (KPIs) established around your business drivers. This ensures all tactical activities are executed based on customer business needs in a timely manner.
