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.
