Saudi's Prominent FM Provider Musanadah Powered by a 98% Client Retention Track Record, Modernizes FM Operations Across 150+ Sites

About Musanadah

Founded in 2010, Musanadah Facilities Management Company is a Saudi-owned FM services firm and a subsidiary of Alturki Holding, headquartered in Al Khobar. The company delivers integrated facilities management services across residential, commercial, industrial, and large-scale developments, aligned with global best practices and QHSE standards.

With SAR 100M+ in annual revenue and a 98% client retention rate, Musanadah operates as one of the Kingdom's most trusted FM partners. As its portfolio grew, so did the operational complexity of running preventive maintenance, service requests, and compliance activities consistently across every site.

With global clients increasingly expecting higher FM standards, Musanadah needed to move beyond paper-based, site-by-site operations toward a single, scalable system that could support its regional expansion plans.

Challenges:

Musanadah's PPM, service request, and cleaning operations ran through disconnected, paper-heavy processes that made consistent execution difficult across a growing site portfolio. QHSE and maintenance activities lacked traceability, opening accountability gaps between teams and sites. Reporting depended on manual data collection from multiple sources, delaying decision-making and limiting leadership's visibility into day-to-day performance.

As Musanadah pursued larger, more complex contracts, this fragmented foundation made it increasingly difficult to demonstrate the operational maturity and transparency that higher-value clients expect.

Key Challenges:

• Fragmented, manual, and paper-based PPM, service request, and cleaning workflows
• Lack of traceability and accountability across QHSE and maintenance activities
• Delayed and inconsistent reporting caused by manual data collection
• No portfolio-wide visibility for leadership across sites
• No automated PPM scheduling or SLA-driven workflow enforcement
• Difficulty demonstrating operational maturity to support higher-value, complex contracts

Facilio's Solution

Facilio's Connected CMMS became Musanadah's central operating platform, unifying service request and work order management, preventive maintenance, mobile field execution, and QHSE compliance across its growing portfolio of 150+ sites. The deployment replaced Musanadah's paper-heavy operations with structured, SLA-driven workflows and real-time reporting, giving every team a consistent standard of visibility and control. With 95-99% SLA benchmarks now being achieved across service lines, Facilio is the operational backbone behind Musanadah's push into higher-value, higher-complexity FM contracts.

Solution Highlights

1. Connected Service Request & Work Order Management

Facilio unified Musanadah's service requests and work orders into a single, automated workflow that streamlined intake, prioritization, and assignment. SLA rules and structured escalation logic replaced ad hoc coordination across teams, giving every site a consistent, repeatable process for handling incoming requests. Work orders are now routed automatically based on priority and service type, removing the manual triage that once slowed response times. This structured foundation is what allows Musanadah to sustain 95-99% SLA benchmarks across service lines, even as its site count continues to grow.

2. Preventive Maintenance Standardization & Job Plan Digitization

PPM activities were digitized with predefined schedules and structured job plans, ensuring tasks are executed consistently across every contract. Automated triggers replaced manual planning, so preventive maintenance is scheduled and dispatched without depending on someone remembering to do it. Each completed task feeds into a reliable maintenance history, giving leadership a clear record of what was done, when, and by whom. This consistency is central to how Musanadah standardizes execution across a portfolio that now spans 150+ sites.

3. Mobile-First Execution with QR-Enabled Asset Access

Technicians now execute every task through Facilio's mobile app, scanning QR codes to instantly access asset details, service history, and active work orders in the field. This removed the guesswork that came with paper checklists and disconnected asset records, ensuring accurate data capture at the exact point of work. Field teams no longer need to return to an office or call in for asset information, cutting delays on routine and reactive tasks alike. The result is a mobile workforce that operates with the same structure and accountability across every site in Musanadah's portfolio.

4. Custom QHSE Module for Compliance & Traceability

QHSE workflows were digitized using structured forms and standardized checklists, replacing the paper-based processes that once made compliance difficult to prove. Each activity is captured with a timestamp and location context, creating a clear, chronological record of who did what, where, and when. This traceability closes the accountability gaps that previously existed between teams and sites, giving Musanadah reliable audit trails across every safety and quality process. Clients and auditors can now see compliance evidence directly, rather than waiting on manually compiled reports.

5. Portfolio Dashboards & Real-Time Reporting

Real-time dashboards replaced manual spreadsheets and static reports, giving teams instant visibility into PPM progress, service request and work order performance, and SLA compliance. Leadership can now identify gaps as they emerge and take corrective action with confidence, rather than discovering issues after the fact. Because every site feeds into the same reporting layer, Musanadah finally has the portfolio-wide visibility that was missing under its previous, fragmented processes. This transparency also strengthens the case Musanadah can make to higher-value clients who expect real-time proof of performance.

Impact

• 150+ sites unified onto a single CaFM platform, replacing fragmented, paper-based operations with one structured system
• 95-99% SLA benchmarks achieved across service lines, delivering a faster, more predictable service request to work order cycle
• Paper-heavy processes and manual reporting eliminated, cutting manual workload across PPM, QHSE, and service delivery teams
• Digitized QHSE forms, QR-enabled asset workflows, and automated SLAs improved compliance, traceability, and audit readiness across every site
• Standardized, reliable PPM execution across contracts, underpinned by a 98% client retention track record
• Enhanced competitive positioning in the Saudi FM market, backed by improved client transparency and satisfaction