How IEM Made FM Compliance Visible, Auditable, and Real-Time with Facilio

About IEM

Integrated Estate Management (IEM) is a UK-based FM services company that simplifies the complexity of facilities management for a growing portfolio of commercial clients. Specialising in reactive and planned maintenance, compliance management, and building projects, IEM manages hard FM services across commercial, educational, and specialist environments, with a distributed supply chain of 148 active vendors and a lean internal operations team.

IEM's service model is built around accountability. For every client, the expectation is that planned maintenance is on schedule, compliance requirements are being met, and budgets are managed transparently. The decision to move to Facilio came when IEM's previous off-the-shelf CAFM could no longer keep pace with the business — as the client base grew, the gap between what clients expected and what the old system could evidence became a real operational and commercial risk.

Challenges:

IEM's core commercial promise is operational transparency — giving clients confidence that their buildings are compliant, maintained, and managed responsibly. Without a structured CMMS capturing everything in one place, delivering on that promise depended on the operations team manually compiling updates, chasing confirmations across disconnected tools, and producing reports that should have been automated. As the client base expanded, the effort required to maintain that level of visibility became unsustainable.

The absence of connected financial workflows compounded the problem. Quotations, work order approvals, and invoicing each lived in separate processes. Monthly client budgets had no automated deduction mechanism, so tracking reactive and planned spend against agreed limits required manual reconciliation every reporting cycle. With 148 vendors in the supply chain, managing access, insurance compliance, and workflow permissions without a structured portal added further overhead.

Key Challenges:

• No way to evidence to clients in real time that planned maintenance was being completed and compliance was maintained
• Work orders, quotations, vendor management, invoicing, and budgets managed across disconnected tools with no unified record
• Monthly client budget reporting required manual effort with no automated tracking of reactive or planned spend
• PPM scheduling lacked SFG20-aligned job plans, defined completion windows, and per-service compliance tracking
• Vendor governance had no structured portal, insurance tracking, or permission-based workflow controls
• The previous CAFM could not support the multi-client configuration or financial depth the business required

Facilio's Solution

Facilio's Connected CMMS became IEM's central operating platform, going live with its first clients in August 2025 and scaling to a fully active multi-client operation within months. The deployment covers reactive work order management, SFG20-driven PPM scheduling, service request handling, quotation and approval workflows, vendor portal with role-based access, per-client compliance dashboards, real-time budget tracking, invoicing, contract management, and Dynamic RAMS.

With 62,000 work orders, 12,300 service requests, and 8,000 client quotations now processed through a single system, Facilio is the operational and financial record of IEM's entire service delivery.

Solution Highlights

1. Real-Time Compliance Dashboards for Every Client

Every IEM client has a dedicated Facilio dashboard showing live work order status, PPM compliance position by service category, and budget utilisation updated in real time. Clients no longer need to request a report or wait for a monthly summary — the compliance position is visible at any point, for any service, without IEM having to produce it manually. This is the core transformation Facilio delivered for IEM: turning compliance from a reporting exercise into a live, always-on operational fact.

2. SFG20-Driven PPM Scheduling and Compliance Tracking

PPM schedules across all IEM clients are built on SFG20 job plans, with routine and statutory PM types configured per client. Each completed work order carries a compliance status, marked compliant or non-compliant on completion, feeding directly into per-client compliance dashboards. Additional SFG20 job plans are added and configured on an ongoing basis as clients introduce new service requirements, making the integration continuous rather than a fixed one-time setup.

3. End-to-End Quotation, Approval, and Invoice Workflow

IEM has processed approximately 8,000 client quotations through Facilio since go-live. Quotations are raised and approved within the platform, linked directly to the work orders that generated them, with costs flowing through to invoicing and integrated with Xero for financial reconciliation. The full chain from service request through quotation, approval, work execution, and invoice is captured in one auditable record per job.

4. Real-Time Client Budget Tracking

Monthly budgets are set per client in Facilio, with reactive and planned spend automatically deducted as work orders are closed. Clients see a live view of remaining versus utilised budget at any point in the month without requesting a financial update. This replaced one of the most time-consuming parts of IEM's client management workflow and gave clients the financial transparency they now expect as standard.

5. Vendor Portal with Role-Based Access and Insurance Tracking

All 148 active supply chain partners operate through a dedicated Facilio vendor portal with role-specific access controls. Vendors are scoped to their assigned clients and service types, with insurance documents tracked against each vendor record and expiry monitoring in place to prevent work being allocated to uninsured contractors. Dynamic RAMS are completed directly on work orders in the field, keeping risk documentation live and attached to the job it belongs to.

6. Service Requests and Multi-Client Scalability

IEM has processed approximately 12,300 service requests through Facilio since go-live, each automatically converted to a tracked and assigned work order. Per-client portals are scoped to each client's data on login, so each account sees only its own operations, compliance records, and budgets. The multi-client architecture allows new accounts to be mobilised independently within the same system, supporting IEM's growth without requiring a platform change or manual reconfiguration.

Impact

• 62,000+ work orders processed across all live clients, replacing fragmented multi-tool operations with a single auditable system
• 12,300+ service requests managed through automated intake and work order conversion
• 8,000+ client quotations raised, approved, and linked to invoices within one connected financial workflow
• 148 active vendors governed through a dedicated portal with role-based access and insurance compliance tracking
• Every live client has a real-time compliance dashboard showing PPM status, work order completion, and compliance position by service
• Monthly client budgets tracked in real time with reactive and planned spend auto-deducted, giving clients live visibility without manual reporting