Customer Experience Case Study
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Customer Experience Case Study
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| MEFMA Awards 2024 - Latinem Customer Experience.pdf |
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| MEFMA Awards 2024 - Latinem Customer Experience.pdf |
Open to MEFMA Members that provide essential products, equipment, or innovative solutions to the FM industry (such as technology solution providers, manufacturers / distributors of cleaning products, etc)
Elegancia Services, a subsidiary of Estithmar Holding, is a cluster specializing in an extensive array of premier services. With a commitment to excellence, we offer a diverse portfolio, including high-end and industrial catering, fully integrated facilities management, manpower supply, high-grade gabro rocks, and supply & trading services.
Our dedication to delivering nothing short of perfection drives us to consistently provide unparalleled quality, unmatched reliability, and innovative solutions that propel your success. With a focus on meeting and exceeding your unique requirements, we ensure smooth operations to elevate your business to new heights.
HITEK Services is a part of the UAE-based, Swiss-owned Farnek Group, a leading smart & green FM company with over 40 years of technical expertise, operational experience and technology infrastructure.
Our broad range of intelligent applications empower our customers with a digital, commercial, and technological transformation. Our solutions are aimed at complementing leaner and more sustainable operational processes that increase productivity and reduce energy consumption. Our team of skilled software developers, ICT engineers and consultants are also capable of customizing existing software to a client’s requirements with prompt turnaround times.
HITEK solution covers CAFM, Internet of Things, Building Management System, Energy Management and Carbon Calculation Platform, Smart Watch, Smart Washroom, Fleet Management System, HSEQ Online Platform, AI based CCTV and Smart Parking Barriers.
HITEK delivers professional and technical services solutions across several sectors including Commercial, Residential, Retail, shopping malls, Aviation, Hospitality, Banking, Telecom, Infrastructure, Government, Education, Leisure, and Entertainment.
Imdaad is a Dubai-based group of companies that provides integrated, sustainable facilities management services that enhance operational efficiencies of physical assets. Established in 2007, the company is headquartered in Dubai with site offices and branches across the UAE, including Abu Dhabi. Imdaad’s suite of complete turnkey solutions includes Integrated FM, Hard FM, and Home-Pro, as well as Environmental Services such as solid waste and wastewater management and power rentals. In addition, Imdaad’s intelligent platform for facilities management, Imtedaad, provides real-time insights on the performance and trends of interconnected assets and ecosystems to offer recommendations for predictive maintenance and corrective actions. Owing to its personalized business model that is based on providing cost-effective and sustainable services, Imdaad has grown to become the partner of choice for customers within the UAE and across the GCC. The company’s multi-cultural workforce comprises more than 7,000 skilled employees, representing over 45 nationalities.
UFM was founded in Kuwait, 2008 as an affiliate of United Real Estate Company a subsidiary of Kuwait Projects Company (Holding) (KIPCO) to provide facilities and properties management by applying the recent technology and techniques and adopting the efficient international standards.
United Facilities Management (UFM) is a leading integrated facilities management services provider with over twelve years of experience in delivering complete and comprehensive services in property and facilities management fields. UFM headquarter is located in Kuwait with operations covering the GCC and Middle East region.
We provide total Facilities Management services incorporating all trades. These services include Maintenance, Cleaning, Catering, Security and Front of House. Due to the range of services/ trades and extensive market knowledge, UFM has the ability to meet its clients’ increasingly complex requirements with competitive practical solutions. UFM understanding of Integrated Facilities Management Service (IFMS) is expressed through its holistic approach, the application of innovative solutions and the comprehensive integration of services to deliver an efficient, sustainable, and responsive environment to any managed facility. UFM strives to assist and work collectively with real estate owners, developers and building architects to ensure successful sustainability, maintainability and appeal to their buildings and facilities.
Whether embarking on the development of signature towers, multi-purpose facilities, hospitality resorts, educational or healthcare facilities, real estate owners and developers are aspiring to deliver not only an aesthetically attractive architecture but also to ensure a complementary supportive environment for their tenants that offers comfort, responsiveness, and performance. In addition, facility owners are seeking continuous revenue generation, distinct differentiation, and an optimized return on investment from their facilities.
Emirates National Facilities Management (EnFM) was established in 2012 with the vision to be the Smart preferred FM service provider of choice by understanding the needs of our valuable clients and exceeding their expectations in terms of quality, continual improvement, and sustainability. As a service provider of choice, we enable all our clients to concentrate on their core business whilst we manage their non-core activities in the background.
EnFM offers wide range of Integrated Facilities Management services including Hard Services, Soft Services, Specialized Services and fit out projects through our experienced staff backed up with FM Engineering Division with built-in quality management system.
Our 10 years of journey in delivering the services at 800+ sites across the UAE has developed the resilience in adopting the changes required to meet and exceed the client expectations including the unforeseen situations.
EnFM is being driven with cultural values through the visionary leadership. The motivation, development and wellbeing of our workforce of 3000+ staff originating from 35 nations are the key underlying principles embedded within EnFM which has resulted in success of EnFM.
Our state-of-the-art IT application systems not only automates the asset management cycle, but also increases the efficiency in manging the contracts, reducing the non-value-added cost for the clients. Our Mobility customer access depicts the real time data and contractual performance information to our customers, Enhancing customers journey with EnFM.
EnFM has been nominated and bagged prestigious FM awards in the UAE and received many appreciations from the recognized platforms.
EnFM also has been certified with:
– ISO 41001 – Facilities Management Standard
– ISO 9001:2015 – Quality Management System
– ISO 45001:2018 – Occupational health and safety
– ISO – ISO 14001:2015 – Environmental Management System.
In addition, EnFM maintains affiliated memberships with British Institute of Cleaning Science (BICs). Dubai Quality Group (DQG) as well as Middle East Facilities Management Association (MEFMA).
Berkeley Services Group (BSG) since its inception in Dubai in 1984 has been a trailblazer in the facility management industry, establishing itself as a leader in soft services, building maintenance, and security. In 2007, BSG expanded its presence in the Middle East through a strategic collaboration with Klueh International Multiservices, under the leadership of German entrepreneur Joseph Klueh. Klueh International Multiservices, renowned for its global leadership in aviation, healthcare, and various sectors, operates across multiple countries including Germany, Poland, the Netherlands, Turkey, India, and China. With a rich history dating back to 1911, Klueh boasts a global workforce of 59,000 employees, showcasing its steadfast commitment to growth and client satisfaction.
The incorporation of Berkeley Services into Klueh International’s portfolio highlights a mutual dedication to excellence and innovation within the facility services sector. Berkeley Services Group, deeply rooted in the Middle East’s facilities management landscape for over four decades, is esteemed for its adaptable and client-centric approach, ensuring unmatched customer satisfaction. Through strategic partnerships across diverse sectors such as healthcare, aviation, retail, commercial, industrial, government, and real estate, Berkeley exhibits a profound understanding of its clients’ distinct requirements.
QUALITY IS OUR COMMITMENT
From the time of our inception, we took it upon ourselves to keep quality standards throughout our business operations, for it to be reflected in stimulating excellence in the industry.
OUR PHILOSOPHY
FORESEEING THE FUTURE TAKING THE RIGHT STEP
Al Mahmal Trading was incorporated in 1988, This brand name was carried forward and formed to become a highly-regarded structured organization in 2017 under “Al Mahmal Facilities Services – MFS”, working to acquire talent and experts with a clear scheme, providing reliable integrated FM services and opening opportunities to a positive impact by supporting corporations across different sectors in their business and society alike, meeting the requirements of prestigious clients for their emerging and sophisticated premises achieving the desired results.
FACTS:
§ Running Projects in main cities and remote areas.
§ Serving across all regions of KSA.
§ Serving 100+ Business Partners.
OUR MISSION:
“To provide innovative, flexible, and sustainable end-to-end FM services to optimize stakeholders’ value”.
OUR VISION:
“The Preferred Choice for Integrated Facility Management”.
OUR VALUES:
Respect, Accountability, Flexibility, Teamwork, and Sustainability.
Etisalat Facilities Management (EFM) is an independent entity of the Etisalat legacy, with its headquarters in Dubai. We offer smart, innovative, integrated and sustainable facility management solutions for large infrastructure projects. We began our journey in the industry 40 years ago when we started managing large-scale facilities for Etisalat’s entities. Today, we have operations running at 5000 sites in the UAE. In March 2007, EFM was revamped with global management facilities, as per industry standards. Our quest for excellence and our rich experience in managing large-scale facilities for Etisalat companies has helped EFM develop strong business acumen to understand the critical requirements of a wide range of businesses.
Our range of services includes – Integrated Facility Management, Integrated Projects Management, Security Services, and other related support services to various sectors, including education, healthcare, hospitality, ICT, and aviation. Etisalat FM also provides services for data centers and consulting services for Facilities management, Commissioning management, Health Safety, Environment solutions, and IT solutions. At EFM, we give utmost importance to research for facilitating the development of customized requirements. Our lasting relationship with Etisalat has gained our extensive experience in designing, building, managing, and operating data centers. Our constant pursuit of excellence & innovation is helping us accomplish our environmental responsibilities. In the UAE, we are proud to say, we are helping the country reduce its carbon footprint.
By following standard best practices, use of innovative technology managed by a professional workforce, and reliable partners, the last few years have seen us mature as a business entity and has helped us emerge as one of the leading facility management service providers. We have several high-profile clients in the UAE and the Gulf Cooperation Council region.
Initial Owns & Operates 7 service offerings including Engineering, Cleaning, Landscaping, Pest Control, Security, Support Services and comprehensive TFM services. This allows for an effective in-house service delivery and supply chain network that is one of the largest in Saudi Arabia.
Having a manpower facility, Workforce, allows INITIAL to mobilize swiftly, whilst maintaining operating standards as the project transitions.
INITIAL is certified in the following areas: BICSc, National Pest Management Association, British Pest Control Association, British Association of Landscaping Industries, as well as members of MEFMA, ISSA and SFG20.
The Tork brand offers professional hygiene products and services to customers worldwide, ranging from restaurants and healthcare facilities to airports, malls, offices, schools and industries. Our products include dispensers, paper towels, toilet tissue, soap, sanitizers, napkins, wipers, but also software solutions for data-driven cleaning. Through expertise in hygiene, functional design and sustainability, Tork has become a market leader that empowers customers to think ahead and improve business outcomes.
Today, people want to be as healthy and sustainable as possible, at and away from home. Tork is part of the global hygiene and health company Essity, which is recognized as one of the world’s most sustainable companies. We have integrated sustainability at the core of our business strategy, focusing on where we can have the biggest impact, and have set high ambitions with a focus on contributing to wellbeing, sustainable consumption and a circular society.
Ensuring customer satisfaction is essential to the success of every Facility Service company today. FSC and FM managers have to face the challenge of raising the level of cleaning performance while also having to optimize time and resources. To meet these challenges, Tork introduced its data driven cleaning solution – Tork Vision Cleaning. By going digital today, facility managers and cleaning companies can use real-time data to understand when and where there are cleaning needs in their facilities and easily adjust to changing hygiene protocols. The service offering from Tork allows you to improve cleaning quality, operational efficiency and boost staff engagement. Together with Tork products that are easy to use and don’t easily run out, you can increase customer satisfaction for your business.
Eligibility: MEFMA Member Companies who are FM Service Providers, FM Clients, Suppliers to FM Companies, Technology Providers, etc
This award recognizes the most effective and innovative use of FM technology, wherein the impact of using technology from customer experience, operations effectiveness & ROI needs to be validated.
Imdaad is a Dubai-based group of companies that provides integrated, sustainable facilities management services that enhance operational efficiencies of physical assets. Established in 2007, the company is headquartered in Dubai with site offices and branches across the UAE, including Abu Dhabi. Imdaad’s suite of complete turnkey solutions includes Integrated FM, Hard FM, and Home-Pro, as well as Environmental Services such as solid waste and wastewater management and power rentals. In addition, Imdaad’s intelligent platform for facilities management, Imtedaad, provides real-time insights on the performance and trends of interconnected assets and ecosystems to offer recommendations for predictive maintenance and corrective actions. Owing to its personalized business model that is based on providing cost-effective and sustainable services, Imdaad has grown to become the partner of choice for customers within the UAE and across the GCC. The company’s multi-cultural workforce comprises more than 7,000 skilled employees, representing over 45 nationalities.
UFM was founded in Kuwait, 2008 as an affiliate of United Real Estate Company a subsidiary of Kuwait Projects Company (Holding) (KIPCO) to provide facilities and properties management by applying the recent technology and techniques and adopting the efficient international standards.
United Facilities Management (UFM) is a leading integrated facilities management services provider with over twelve years of experience in delivering complete and comprehensive services in property and facilities management fields. UFM headquarter is located in Kuwait with operations covering the GCC and Middle East region.
We provide total Facilities Management services incorporating all trades. These services include Maintenance, Cleaning, Catering, Security and Front of House. Due to the range of services/ trades and extensive market knowledge, UFM has the ability to meet its clients’ increasingly complex requirements with competitive practical solutions. UFM understanding of Integrated Facilities Management Service (IFMS) is expressed through its holistic approach, the application of innovative solutions and the comprehensive integration of services to deliver an efficient, sustainable, and responsive environment to any managed facility. UFM strives to assist and work collectively with real estate owners, developers and building architects to ensure successful sustainability, maintainability and appeal to their buildings and facilities.
Whether embarking on the development of signature towers, multi-purpose facilities, hospitality resorts, educational or healthcare facilities, real estate owners and developers are aspiring to deliver not only an aesthetically attractive architecture but also to ensure a complementary supportive environment for their tenants that offers comfort, responsiveness, and performance. In addition, facility owners are seeking continuous revenue generation, distinct differentiation, and an optimized return on investment from their facilities.
AG Facilities Solutions is one of the leading Facility Management and Contracting company in the region with over 35 years of experience in successfully managing a large and diversified client base.
We have operations across the UAE including Dubai, Abu Dhabi, Al Ain, Northern Emirates and the Western Region. We are owned and managed by the Al Ghurair Group.
We also provide comprehensive Total Facilities Management (TFM), Operation &Maintenance of MEP, HVAC and Civil services.
We also undertake Engineering Procurement & Construction works for major Civil, MEP, HVAC Projects in Oil & Gas sector, Fit-out and Refurbishment Works. This enables us to proactively offer improved solutions through cost & resource optimization, global benchmarking, superior management, economies of scale & purchasing power.
Our biggest assets are our 10,000 plus employees supported by a strong management team comprising of highly experience specialists. Our state-of-the-art Employee Training & Development Center, customized in-house developed IT solutions and the exclusive Customer Care Center provides the necessary support to the site operations team.
Musanadah, a subsidiary of Alturki Holding, is a leading facilities services company in Saudi Arabia, extending a full range of facilities management services and solutions, tailored to meet the diverse needs of clients – from master developments to residential communities, industrial houses and commercial offices, with an aim of maintaining & protecting your assets utilizing industry best practices.
Our commitment to provide superior services and establish enduring and mutually beneficial relationships with our partners and clients keeps us at the forefront of the industry and helps us provide integrated, cost-effective solutions in line with international best practice with services such as integrated facilities management, light construction including fit outs, building maintenance units, security services, & energy efficiency solutions.