“Developing a new concept from the ground up has been an inspiration and a tough journey, going all the way from the first idea to using it in our daily operations. The flexible mpro5 software and great cooperation with the innovation team, has reinforced our strong on-site team spirit, service excellence and our engaging relationship with the client and guests.”
Team Manager, Eurest Services, Total CPH, Elsie Reitzel
Compass have elevated the quality of their service significantly since installing call buttons and implementing smart workflows through the mpro5 platform. Customers can indicate their immediate needs and teams can react rapidly to resolve an issue.
The average response time to a call button being pressed is just 49 minutes. Prior to this, it may have taken hours or even days to rectify an issue.
Total employees have been impressed by the added level of service that call buttons provide and the speed of response to jobs such as fixing a faulty coffee machine. Compass can offer an exceptional service, beyond a standard FM offering, by providing dynamic cleaning and reactive service.
Introducing novel ways of engaging directly with the customers has helped shape a stronger service culture in the on-site service team. Refined workflows that guide them through their duties via the mpro5 app provide clarity and accountability, making their shifts frictionless and demonstrating their hard work.
By involving ground teams with the development and configuration of mpro5 from the start, Compass have received enthusiastic buy-in from their teams. This grass-roots adoption means that mpro5 has offered employees a stake in changing their working patters and the opportunity to embrace innovation.
The pandemic has had a significant impact on the FM industry. Cleanliness is now a matter of health and safety in all public spaces, and many customers have moved towards flexible working patterns, reducing demand and footfall on sites. This means that cleaners need to be agile enough to prepare rooms for varying numbers of users, as well as responding visibly to changes in demand for these spaces.
There are also more traditional challenges for Compass. It has long been recognised that cleaning by routine is inefficient, but a lack of visibility and data limits the effectiveness of any output-based model – without data a focus on demand-led work can only be guided by informed guesswork.
From the user’s perspective, it could take hours or even days to get a problem dealt with as it wasn’t clear who to notify or how to.
It’s widely accepted that digitalisation in FM is the next logical step, but it can be a daunting project both in terms of implementation as well as making a compelling business case with a significant ROI.
There were two key objectives for implementation. The first was to bring substantial ROI on the new IoT network and the second was to target cleaning in the areas it was needed most and, through saved hours and more targeted responses, add value to the service provided.
The first component of Compass’ IoT network is call buttons, which were installed across five floors in kitchens and copy rooms. Users can press a call button to report a fault with a coffee machine for example, and this will send an alert directly to the relevant team.
A team can then action this alert by going to the kitchen in question and scanning a QR tag, which loads the correct workflow to guide them through any processes and give proof of task completion, closing the feedback loop.
The mpro5 platform was configured specifically for Compass’ needs and adoption was aided by live configuration calls and user walkthroughs.
The configurability of the platform makes adjusting thresholds or rules straightforward and fast, allowing Compass to adjust their system easily.
With the success of the initial implementation of mpro5, the group plan to rollout more features, including sensors (which are currently being tested to measure footfall in copy rooms and bathrooms). Moving in stages, Compass can rigorously test each use case and then adapt the model based on its utility.
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“In Compass Group we consider this project to be a stepping-stone towards shaping the future of our service. mpro5 have stepped up as a key partner for this journey. The mpro5 platform has enabled our innovation team to carefully design digital workflows in a way that matches preferred ways of working, as defined by our operational co-workers. The team also went out of their way to meet our demands in terms of data availability, which has allowed us to shape the insights we need and make them an integrated part of our business operations rather than a separate entity to our core service.”
Jonathan Hentze Head of Innovation & Digital Development