Al Tayer is a Middle Eastern conglomerate with business interests in automobile, luxury and lifestyle retail, perfumes and cosmetics distribution, engineering, real estate and interiors contracting industries. They operate in 6 countries through 200 stores and 23 showrooms, representing 80+ global brands.
Their mission is “to make passion our currency, relationships our bottom line and trust our trademark.” To build relationships and trust, they needed a deep and multi-faceted understanding of their stakeholders — tenants, vendors, partners and end users. They knew that this can only be achieved through direct, real-time, scalable access to data about their operations portfolio-wide.
Al Tayer is a complex and widespread business — they own over 140+ buildings and 70,000+ assets. This business scale and complexity, in itself, isn’t a challenge. It’s simply a matter of fact.
In Al Tayer’s case, the consequence of this complexity was affecting their bottom line. As their facilities manager says, “Our assets are long-term, their lifecycle is critical. It’s like having a car and not servicing it. Before you know it, the whole engine is broken. We tend to forget that with buildings since most of these assets are invisible behind walls and ceilings.”
Without their own Computer-aided Facilities Management (CaFM) solution, they struggled with the following challenges.
To deliver on the brand promise, leverage their critical assets and elevate their operational effectiveness, Al Tayer needed a 360-degree facilities management solution.
Facilio’s Connected CaFM helped Al Tayer streamline their maintenance and operational workflows, bring together data from disparate systems and improve transparency in communication between all stakeholders. Here are the highlights.
Fully-integrated tech stack :Facilio’s Connected CaFM became the single source of truth for Al Tayer. Irrespective of the systems and business applications, Facilio integrated them with an API or product installation and pulled data to be stored, analyzed and displayed in a single platform.
Automated Workflows : An integrated tech stack led to seamless automation.For example, with Facilio's CaFM, when a tenant raises a request, every subsequent process, such as inventory check, approvals, and vendor selection is automated, saving time, boosting process efficiency, and eliminating manual errors. Effortless scalability: Automation with Facilio’s CaFM is also end-to-end and driven by specific on-ground use cases. For example, work orders are tied to visitor management, which means tenants can issue gate passes for a technician’s check-in and checkout in advance, eliminating manual intervention in approvals or verifying technician information at the gate. With a significant part of manual tasks automated, facilities management teams were free to attend to customer needs.
Effortless scalability : Automation with Facilio’s CaFM is also end-to-end and driven by specific on-ground use cases. For example, work orders are tied to visitor management, which means tenants can issue gate passes for a technician’s check-in and checkout in advance, eliminating manual intervention in approvals or verifying technician information at the gate. With a significant part of manual tasks automated, facilities management teams were free to attend to customer needs.
Stellar customer experience : Facilio’s Connected CaFM integrates all tenant information from Salesforce and Oracle JD to a centralized help desk on a dedicated tenant service portal. This means tenants can easily raise repair requests, issue guest passes, schedule delivery, apply for a move-in permit, raise parking requests, receive announcements/alerts from the building owner etc., in a single window This also means facilities management teams can have an open communication channel with their tenants, along with tracking payments, recoveries, contract expiries etc., all in one place.
Quality data in real-time led to more effective decision-making across levels. With Facilio’s Connected CaFM, Al Tayer’s facilities management teams have ready-to-access historical reports for simpler vendor selection. They have dashboards that visually represent the current KPIs to stay on track. They also have future projections that they can use to optimize upcoming maintenance activities. "The biggest success is that we control the data. These are assets that last 50-60 years. We can now look after them for that long and plan for them effectively", Al Tayer's facilities manager vouches. "The leadership team has never-seen-before transparency across the entire portfolio operations, including vendor SLAs, compliance and response times to complaints. With these, they can design their business strategy toward greater success.
“The impact of O&M on customer experience is significant. If a business in one of our properties had to close for a day because the A/C was down, the loss in revenue because of it would be huge.