Nationwide

Customer's challenge

Working in partnership with Taylor Woodrow, Nationwide aims to:

Our approach has been to provide the key management interface and intelligence, whilst utilising a supply chain solution to roll out the service delivery solution consistently across the portfolio to improve service and end user satisfaction.

Our 24/7 x 365 helpdesk introduced a seamless transfer from the existing user interface, with full end to end management of requests and has, to date, delivered customer satisfaction levels in excess of 90%.

We have also committed to year on year cost reductions with contracted targets in excess of 3% from year one onwards. Taylor Woodrow have been able to consistently reduce Nationwide’s FM cost by involving their Strategic Alliance Partnership and allowing them to work across existing boundaries and structures.

Our management team works in highly collaborative manner with Nationwide, allowing us to provide a service in the areas where we add value or where we are best positioned to manage the risk.

Our Management Information systems offer our customer complete visibility of our achieved results and robust commercial management. Additional surety of service is embedded within the contract KPI scoring mechanism which is directly linked to profit earning capability. The KPI mechanism has a direct correlation to the delivery of planned and reactive maintenance, statutory and operational compliance, customer satisfaction and behavioural performance

Benefits that Taylor Woodrow bring

• Controlled delivery of 17,000 planned activities every month
• Helpdesk using technology to proactively manage 2,500 reactive calls every month
• Working in partnership with key suppliers to develop a comprehensive integrated service delivery to Nationwide.
• Increasing local ‘high street’ customer base for Service Partner(s) enabling them to reduce cost and increase overall value for money in their management and
• Service delivery which should in turn enable them to offer extended benefits to Nationwide.
• Complete transparency of service delivery through the introduction of real time
• Reporting and high quality Management information systems and reporting tools.
• Collaborative working and leverage of supply chain expertise and innovation to create a flexible responsive service delivery model which puts “Retailing centre stage”
• Consolidating planned and reactive maintenance and facilities services into Nationwide branch properties as a single bundled service line (the “High Street Solution”).
• Reducing the number of contracted service suppliers by moving management of second and third tier suppliers into the supply chain.