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Debate signals 'customer-centric' revolution in FM sector

Published 18th December, 2014 by Neil Nixon

Debate signals 'customer-centric' revolution in FM sector

A round table event attended by leading figures from the UK's facilities management sector has established a need for businesses to adopt a more customer-centric approach to FM operations.

The round table took place at the FMP Event in Northamptonshire and was hosted by, claimed to be the world's first cloud-based platform designed for delivering services to buildings. It brought together an array of FM executives and academics from some of the UK's most important corporations and institutions.

The event focused on how developing a customer-centric approach to facilities management, through empowering building operators and occupants to directly purchase and control services online, could lead to enhanced performance, customer satisfaction and profitability. An ethos that was supported by a leading academic from the University of Cambridge's Institute of Manufacturing, and round table participant, Dr. Mohamed Zaki.

Susie Roberts, senior manager property and facilities for Whistl, said: “The debate raised some key issues about the traditional approach to facilities management and its suitability for the emerging trend for everything to be accessed and delivered online. It's clear we need a shift in culture. We need to prioritise customers, internal and external, interact and engage with the people that contribute to the business we operate. The service delivery platform is meeting a growing need for FMs to put customers at the heart of operations, to recognise how they want to procure services, and provide the tools to support enhanced customer satisfaction.”

Debate chair and Urbanise co-founder and CCO, Rob Cumming, said: “FM isn't just about looking after assets yet the traditional approach dictates that it is. Existing technology is great for managing engineering tasks but falls short of managing customer service. The round table debate confirmed that there's a desire within the sector to disrupt the status quo and hand some control and transparency back to the customer and, in doing so, create more profitable operations.”

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