10 October 2016 | FM World team
BIFM Awards 2016 - Impact on Customer Experience
Carillion's transformation of customer experience for hundreds of FM clients and others who use sites the business maintains has made customer experience a differentiator for them.
Carillion launched its Customer Experience Centre (CEC) in Sheffield in 2014 and began to use it as the focus of its FM services. Up until then, it had had a standard helpdesk model, but it wasn't working to its full potential. The largest of the helpdesks provided services for a number of client accounts, but it was performing below expectations.
Crucially, there had been no direct link between the helpdesks across the business and customer experience model; they had different teams and were housed in different parts of the business.
The vision from 2014 was based upon a new way of doing things, using the existing helpdesk in Sheffield as its core.
Separate helpdesks were brought together into a single national FM hub - still with separate sub-teams dedicated to each client account to ensure customer and estate knowledge and expertise, but all part of a centre of excellence with consistent, resilient support. Most importantly, Carillion recognised the benefit of positioning the FM helpdesk as "the heartbeat of our service".
Judges said that it was a "really good example of customer service-focused delivery".
The highly commended entry was Mitie 1team and Vodafone's Hospitality Assured programme; Vodafone's vision to build Britain's best workplace, which resulted in the creation of the role of 'Customer Experience Manager' (CEM).