Improve your key facilities management accounts and customer relationships

As competition for FM, Maintenance and Support Service contracts has intensified in recent years, many strategies have been put in place by service providers that focus on the development of existing key accounts rather than aggressively competing for new works. While it is often seen as an improved sales and business development strategy, a focus on increasing workload through existing customers is often offset by the customers need to reduce costs and limit non-core expenditure.

Key Account Management is an overarching tool that can be implemented to balance the needs of the customer with the growth ambitions of the service provider. It builds upon the principles of BS11000 (the British Standard for Collaborative Business Relationships) to look at areas such as customer needs, the strength of relationships and optimised delivery models that provide all stakeholders with clarity on the expected outcomes from the account.

In many businesses, key account management principles already exist but aren't having the desired impact.
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CSS can help you implement a Relationship Management Plan in accordance with BS11000 or design a Key Account Management plan that provides you with a baseline for service performance and business results that can be benchmarked across all of your service contracts. If you already have a plan in place, we can help you refine it or facilitate it's completion to ensure it is being completed in a meaningful way.

Get in touch with us today and find out how you can benefit from from stronger Key Account Management.
Where we can help you
At CSS, our primary focus is to build upon the strengths of your business to develop a customer orientated solution that is fully compliant, recognises the customer challenges and provides innovative operational approaches at the right price. To accomplish this we combine elements of bid management with a unique integrative approach that rapidly identifies win probabilities, competitive advantages and customer needs.
Within many facilities management contracts there is a need to produce a dedicated customer portal to support end-user engagement and interaction. Many of these portals are limited in functionality and require continual input from an offsite design team to maintain. Sometimes, the portal is automatically generated as a component of the embedded CAFM or IWMS system. As a result, usability and functionality are limited. At CSS we can develop and design a contract portal for you rapidly, providing you with an end-user focused site that is secure, easily updated by your contract teams and functional.
All organisations have embedded skillets and capability that are focused on the optimal delivery of services to the customer, occupiers and end-users. At times though, contract teams are fully engaged in normal service delivery and lack the time and headroom to fully appraise all aspects of their performance. At CSS, we provide you with the support you need, wether through adhoc audits or the development of tools and frameworks that can be implemented to continually improve performance. Our priority at all times is not to increase workload for your contract teams, but instead to provide new ways that performance can be identified and amended effectively.
Facilities produce huge amounts of data on a continuous basis. As systems become more complex and time more precious, there is a need to better manage the flow of information to easily produce a near-instantaneous measure of the performance of your assets. At CSS we have developed facility specific dashboards and analytical tools that help you to aggregate performance data and consolidate it into concise reports that are easy to digest and focus your attention on the areas that matter.
In many organisations, proposals are generated from previous submissions or templates that have been developed to make it easier to submit information to customers easily. While these approaches may have been successful in the past, the tools and techniques adopted by your competition may mean that your proposals no longer communicate your strengths and advantages as clearly as they could. At CSS we can help you review your proposals, either on an individual submission basis or as a business-wide approach. From bid and proposal libraries through to document designs and templates, we can work with your existing teams to maximise their output and enhance their win statistics.
Contracts are often awarded over a number of years. While they may offer a fresh approach from the outset, they can quickly become outdated or less comparable to current market offerings. At CSS we can help you to implement innovation frameworks that routinely capture ideas and improvements from all stakeholders, and help you to progress them through a defined governance process that determines their viability and value.
Change is a routine part of facilities management and support services. From contract award and mobilisation through to improvement activities, a structured approach to change is essential to maintain momentum and to secure the support of stakeholders. At CSS we have developed change and mobilisation frameworks that can help you to manage your projects and initiatives successfully. We also have skilled change managers that can work with you to implement these frameworks to meet your timescales, budgets and resource availability.
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Improve your key FM accounts and customer relationships