Case study
Airline Company
What we found
This global airline today fly's more people, more miles, every day than any other airline. Their passengers fly to over 250 destinations throughout the world and deliver around 94 million customers to their destinations each year.
With a focus on customer service, innovation and quality, this global airline wanted to work with a partner that understood and reflected those qualities through the provision of FM services at their head offices in the U.K.
They were being faced with a number of challenges such as increasing costs through sub-contractor usage for building maintenance works and variable month on month costs that they couldn’t control. They also wanted to improve Post Room services which were currently under-resourced and not performing in terms of delivery schedules.
What we did
In order to achieve a consistent and satisfactory service level provision, a comprehensive set of Key Performance Indicators were implemented that focused on improving service levels. In addition, a fully operational service delivery team was developed to offer a consistent service in the Post Room.
Making it work
The solutions implemented achieved an uplift in client satisfaction averaging 85%. The success led to the development of service offerings to other tenants within the same building including reception services, meeting room set ups, kitchen cleaning, and internal glass cleaning. More recently Work Facilities have extended their service level offering to include cleaning. The partnership between Work Facilities and their client is much valued. The contract remains one of the longest within the portfolio of clients, lasting over 10 years, which in itself is a high accolade to the success of this working relationship.
