Quality Group reduces customer escalation by 85% percent, improves staff
productivity, and gains portfolio-wide visibility into facility operations on
the Facilio platform.
Dubai, July 21st, 2020
Facilio, the leading cloud-based property operations and maintenance platform
provider, today announced that Quality Group, one of the top facilities
management service providers in the UAE and a 25-year-old sister entity of
multi-venture enterprise Gate Holdings, is successfully using the Facilio O&M
platform to automate maintenance, engage with tenants in real-time, as well as
strengthen its service quality for clients.
Occupants are increasingly demanding better-maintained facilities and instant
service resolutions as opposed to the conventional priorities of good aesthetics
and pricing. New FM business models are therefore centered on resolving
inefficiencies in day-to-day operations while taking a proactive approach to
identifying friction points, even before end-users feel its impact. Recognizing
the incredible demand and opportunity for value-added facility services, Quality
Group has realigned its focus towards leveraging a digital strategy that has
helped them streamline routines, minimize compliance risk, and gain real-time
operations insights - something conventional CAFM and ERP solutions were
incapable of supporting.
“Our vision is to deliver and scale a truly agile FM services business that puts
customers’ needs first. From our experience of using multiple clunky and bloated
CAFM, we knew we needed an adaptable solution that enhances our business
operations, and seamlessly fits the way we operate, rather than the other way
around”, said Sumith Sukumaran, the Operations Manager of Quality Group, UAE.
“Facilio’s comprehensive, integrated solution suite is perfect for our current
and future needs. With the Facilio platform, we can consolidate maintenance
routines, tenants requests, and workforce KPIs, and help our stakeholders make
data-led operational decisions to deliver continuous value to our customers
across UAE”, he adds.
Progressive FM’s are realising the benefits of technology partners to create
end-user value, with agile operations becoming even more significant in light of
the recent crisis. “Modern FM leaders need data-driven decision-making as well
as portfolio-wide visibility to drive efficiency. We built Facilio as a flexible
platform to enable a suite of cloud-native apps and seamless mobility. This also
ensures a fast implementation cycle, something that can be especially useful
when you need agile responsiveness during turbulent times”, says Prabhu
Ramachandran, Founder and CEO of Facilio Inc. “We are very happy that our
platform implementation has enabled the Quality Group to rapidly realize
benefits and meet their benchmarks for frictionless customer experience”, he
adds.
With over 1500 units under its management, Quality Group needed to establish the
infrastructure to automate thousands of routines, manage customer requests, and
optimize staff time, in order to find new ways to retain tenants and expand to
new offerings. After an extensive review of leading CAFMs offerings, the company
chose Facilio as its operational platform due to Facilio’s custom capabilities
and its ability to deliver granular, contextual insights to all levels of
stakeholders - enabling them with the freedom to focus on what’s important to
their business - customer experience. “Through its customer-first approach and
Facilio as its strategic technology partner, Quality Group’s goal is to transfer
the value of operational efficiency to clients through technology-led services.
The success in reducing escalations drastically within a short span is paving
the way for us to closely look at predictive analytics and sustainability
management as an added service”, concludes Sumith.
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