Holford FM Case Study

Customer Since: 2013 | Industry: Facilitates Management
Improved Customer Satisfaction
Through Seamless Work Request Process
Reduced Lost Time
By 40-45%
Achieved Certification
For ISO 14000, 18000 and 9000

Holford FM Improves Turnaround Time and Gains ISO Accreditation with eMaint

Holford Facilities Management (FM) is a Facilities Management Service Provider, offering general maintenance, including cleaning, contracting, security and fire-fighting services to clients in industries such as education, residential, Commercial, banking and retail. Before the company found eMaint, Holford FM searched for a flexible, web-based CMMS solution. Today, the Holford FM team has experienced improvements in customer satisfaction, and maximised performance by analysing weaknesses through eMaint.

BACKGROUND

Headquartered in Dubai, UAE, Holford Facilities Management (FM) provides contracted Facilities Management Services, including but not limited to general maintenance, including cleaning, contracting, security and fire-fighting services to clients in industries such as education, residential, Commercial, banking and retail. The company is committed to client success and delivering quality service on time. Holford FM is a fast-growing company with aggressive future goals. Lewaa Chaaban, Managing Director at Holford FM, led the company’s initiative to enhance their clients’ experience through implementing a CMMS solution.

THE CHALLENGE

The primary driver that led Holford FM to search for CMMS was the need for a flexible, web-based solution that could be easily adapted to fit each client’s diverse needs, and could be accessed remotely. eMaint CMMS was referred to Chaaban in 2013, and due to its advanced work management features and user-friendly interface delivered on a SaaS platform, it was selected as Holford FM’s CMMS provider.

IMPLEMENTATION

The first phase of the organisation’s implementation of eMaint encompassed the initial setup of the system. Assisted by eMaint’s Professional Services team, Holford FM personalised the system to fit their unique needs. With ten eMaint users across departments such as Operations and Procurement, eMaint CMMS is now being integrated into all sectors of Holford FM’s business processes.

Holford FM takes a “train the trainer” approach to training and educating its users. The CMMS Administrator often utilises eMaint University to note the lessons and best practices, and disseminates the information to the rest of the team.

RESULTS

Through tracking costs, updates, invoicing, spare-parts usage and labour hours in eMaint CMMS, Holford FM has improved customer and employee visibility. To improve customer satisfaction and work turnaround, work requests from clients are prioritised based on criticality and sent directly to the Holford FM operations department to use as a checklist. This process helps to centralise workflows across all divisions, and increases visibility of labour hours by tracking the cost of labour and materials (both for in-house employees and outside contractors).

By tracking requests and work orders in eMaint, Holford FM has been able to analyse weaknesses. Gaining this valuable insight facilitates improvements in performance and efficiency of daily processes.

Holford FM also uses eMaint as a key tool to help with audits. Detailed reports keep auditors satisfied, enabling the company to gain compliance accreditation for ISO 14000 (Environmental Management), 18000 (Occupational Health & Safety) and 9000 (Quality Management).

BENEFITS
  • Improved customer satisfaction through seamless work request process
  • Reduced lost time by 40-45%
  • Maximised performance and efficiency by analysing weaknesses
  • Achieved ISO 14000, 18000 and 9000 certifications
  • Increased transparency through tracking costs, updates, invoicing, spare-parts usage and labour hours
  • Improved work turnaround time to exceed customer expectations

“eMaint is the center of our communication in the business. It helps us analyse our weaknesses, so we can improve performance and better deliver on our promise of customer satisfaction.”

Lewaa Chabaan, Managing Director, Holford FM
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