Retail

Our retail solution represents a new maintenance concept for the high street and retail sector by combining three key business areas to create an integrated solution under a strategic approach.

By combining strategic management with a highly effective model, we continually examine opportunities for cost reduction and ensure focus remains on developing bespoke solutions for a customer facing FM practice.

The FM retail solution introduces a dedicated team of mobile repair technicians who are fully trained and competent in a broad range of maintenance and servicing activities.

Our technicians are primarily selected on personality and customer focus, armed with the latest mobile technology incorporating GPS, they have access to real-time data and our call centre is able to pinpoint their geographic location to reduce travel-time whilst maximising efficiency.

More than just a call centre, our customer response centre provides a point of contact and feedback for our customers, as well as communication with our field teams and service providers to ensure the service delivery loop is complete.

FM activity is managed using a highly developed web-enabled CAFM. This system provides real time management information that we use to improve service efficiency and drive down cost. Examples include:

• Optimising planned services scheduling
• Coordinating planned / reactive maintenance
• Refining KPIs & SLAs
• Running advanced customer care programmes
• Improving energy consumption

On-line access to reports and MI is made available to our clients through our bespoke CAFM Dashboard.

Our FM retail solution represents just one of the innovative solutions that we have brought to the retail sector and sits alongside our broader facilities management services.

Franck Crosnier
Customer Director
Tel: +44 (0) 1923 478 436
E: franck.crosnier@taylorwoodrow.com