Our client increased profitability (despite low margins) and strengthened relationships with clients (using customer-facing analytics) with Analytics as a Service for Service Providers.
Problem: How to Differentiate From Other Cleaning Businesses?
Our client had a challenge; they were consistently being asked how they differentiate themselves from their competitors in the commercial cleaning space.
Their customers wanted to know what they were doing to keep their client’s best interests at heart; essentially asking for proof that their operations were as efficient as they can be and that they were forward-thinking/innovating.
Read more about harnessing your data as your differentiator.
Solution: Operational Analytics Built on Multiple Data Sources
As part of our Analytics as a Service for FM Service Providers, we focus on building out really strong operational analytics. From staffing to supply chain and contract management to P&L. By ingesting data from multiple source systems, we’re able to build a unique operational picture.
Allowing our customer to use their data to answer questions like:
- What is my best performing contract?
- Are my agency fees under control?
- Which contracts have high staff turnover?
- Which contracts are least profitable?
- Contracted vs executed hours?
- Is our procurement efficient?
- Are there areas for improvement within my supply chain?
Impact: Increased Profitability & Stronger Relationships
1 dashboard, 2 amazing outcomes: more profitable contracts and more engaged (sticky) customers.
Impact #1: Increased Profitability
We build these dashboards to be used by our client to ensure that they are proactively managing every account in their portfolio, constantly looking for wins and efficiencies, savings and optimisations.
In a low margin business, every penny counts and being on the front foot around your operations has the potential to turn good accounts into great accounts and that’s exactly what this dashboard did for our client.
Read more about managing low margins with financial analytics.
Impact #2: Stronger Relationships with End Customer
We build these dashboards to be shared with end customers. Using row-level security, we’re able to use that same dashboard and give access to the contract managers at the end user.
Client analytics portal fundamentally realigns client relationships. This is now a completely transparent partnership where the end customer knows that our clients are constantly striving to be better because they can see the data that’s being used to do just that.
The impact here is all around relationship – the trust garnered from this transparent approach has been transformative.