Case Study | Digital Process Optimization for a Leading Facility Services Provider
A leading facility services provider, managing operations across corporate offices, healthcare sites, and retail locations in Europe, was facing operational inefficiencies. Despite a strong portfolio of service contracts, the company struggled with fragmented workflows, manual reporting processes, and inconsistent service quality across sites.
Key issues included:
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Lack of real-time visibility into site operations and resource allocation
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High administrative overhead due to manual scheduling and reporting
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Difficulty standardizing processes across diverse client environments
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Limited data-driven decision-making, affecting client satisfaction and contract renewals
The company aimed to modernize its operations through digital process optimization to improve service quality, reduce costs, and enhance scalability across its network of facilities.
To address these challenges, the company partnered with Consultport to quickly identify a consultant with proven expertise in digital process optimization and transformation in facility services. Within 72 hours, Consultport provided a shortlist of three highly qualified consultants, carefully selected for their sector experience and track record in process digitization.
After some round of interviews, the company chose a Process Digitization Expert with 10 years of experience in the facility services industry, with a proven track record of designing and implementing scalable digital workflows and improving operational efficiency.
To drive the digital process optimization project, the consultant brought a structured approach:
Process Mapping and Digital Workflow Design
The consultant began by conducting a comprehensive assessment of existing workflows across key service lines, including cleaning, maintenance, and security. Leveraging process mapping tools, he identified bottlenecks and redundancies in resource scheduling, reporting, and compliance tracking. A new digital workflow model was designed, integrating mobile reporting for frontline staff, automated task scheduling, and real-time performance dashboards for managers.
Deployment of IoT-Enabled Monitoring
To improve operational transparency, he introduced IoT-enabled sensors for asset usage and environmental monitoring across selected pilot sites. These devices provided real-time data on room occupancy, equipment status, and environmental conditions, feeding directly into the new workflow system.
Training and Change Management
Recognizing the importance of workforce adoption, the consultant delivered tailored training sessions for over 80 site managers and team leaders. The focus was on using digital tools for task management, interpreting service performance data, and adopting best practices for continuous improvement.
The process optimization project was successful, delivering impactful outcomes:
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