Size of Site: Circa 500 people
Location of Site: North East England
Scope: Hard and Soft Facilities Management
Delivering comprehensive facilities management solutions to a global market leader in the biotechnologies sector. Working together with the client for several years, IRIS has developed and enhanced its integrated facilities management package from day one of the partnership.
The client wanted an integrated facility services solution covering building and site maintenance, office and cleanroom (laboratory) cleaning, catering and help desk services – across their extensive site. This required a facility services partner with expertise in multiple sectors and an understanding of the critical nature of their services to the business.
The client expects suppliers to deliver the same high standards in innovation, quality, efficiency, and sustainability as it does itself as a blue-chip company.
Because IRIS has an office on site, we are able to work very closely with people throughout the client’s organisation – continually looking to improve the quality of each service and striving to deliver them more efficiently. By using Key Performance Indicators as our core metric for contract performance, together we are able to identify areas of improvement.
To manage reactive maintenance we have a Help Desk; raising an issue on the system is easy, requiring just a few brief details. Update emails are sent out as the work progresses and again once the job is completed. The system is designed and maintained by IRIS, so any updates can be swiftly implemented to suit the client’s changing needs.
Because the work comes straight to IRIS, the client benefits from increased efficiency and reduced delays. Increased end user satisfaction comes from regular updates, meaning the customer is not wasting time chasing jobs up.
Alongside reactive maintenance, our competent, committed and attentive teams take a proactive approach –anticipating issues and taking pre-emptive measures to ensure the client’s workplace is consistently maintained at its best.
As the relationship with the client continues to develop, opportunities are being identified to broaden the service provision. It’s often the case that having contracted for one service, there are other support services that we can offer, having built a trusted and enduring relationship with the client.
