Case Study

How Encompass Helped Centralize, Automate and Scale Enterprise Holdings Facilities Management System

Author: Encompass Team
Industry
Retail/Transportation
Location
Clayton, Missouri
Size
250k Employees

Enterprise Rent-a-Car is a world leader in the transportation industry with over 1.9 million vehicles, 6,000 locations, and 250,000 employees. Enterprise Holdings includes the Enterprise, Alamo and National Rental Car brands. The family-owned business is focused on exceeding customer expectations in service, quality, and value. For six years, 96 Enterprise locations across Florida have counted on Encompass to help deliver a superior customer experience through comprehensive custodial and preventative maintenance programs.


Enterprise has consistently rated Encompass as a top-performing vendor and our partnership continues to expand from both a geographical and scope of services perspective.

The Problem

A central component of the Enterprise mission is to be the best transportation service provider in the world. To deliver a quality customer experience, Enterprise holds high standards for the cleanliness and upkeep of their numerous locations. Without a robust facilities maintenance program in place, customer experience can be negatively impacted, affecting overall satisfaction, repeat sales, and brand sentiment.


A large volume of stores, wide geographic spread, and subcontracted services with a patchwork of third-party vendors made site-level management for routine and emergency maintenance services cumbersome, costly, and inefficient. Facilities management is not a core skillset for site-location managers. Enterprise also lacked a centralized facility management software program. Almost all general maintenance and custodial services for
interior repairs, plumbing, lighting, and other needs were being administered on a reactive, emergency basis. The organization also experienced challenges with the reliability of third- party vendors, who often took days to respond to emergency maintenance requests. Without the proper tools to manage routes, schedules, work order confirmations, and metric compliance to scale, maintaining compliance with established cleaning and quality standards was increasingly difficult.

The Solution

Enterprise engaged Encompass to provide solutions for their facilities management challenges. After an in-depth analysis, it was determined that over 70% of ongoing tasks could be completed proactively and cost-effectively through a preventative maintenance program. By customizing an operational and logistics plan engaging our network of mobilized service providers, Encompass instituted a plan capable of completing all necessary tasks at a more predictable volume, higher quality, and lower cost.


Our intuitive, comprehensive software platform provided Enterprise the tools to implement and track progress of its facilities management plan, at scale. The platform reduces administrative burden and establishes consistency for scope of work by virtually automating work ticket generation and scheduling for recurring services. The system also includes a robust quality assurance workflow instituted across our highly trained network of service providers. Tracking systems monitor work tickets, key performance indicators, and quality metrics for continual program improvement.


By providing a comprehensive plan along with the proper tools and support, site-level management was prepared to meet and exceed the high cleaning and maintenance standards expected by Enterprise.

Monthly expenditures for facility management went down an estimated $228 per month, per store.

The Results

With a centralized, scalable system in place, Encompass continues to deliver Enterprise high quality, dependable services at a lower cost. Monthly expenditures for facility management went down an estimated $228 per month, per store. Preventative maintenance plans reduced emergency service requests by 77%. Thousands of work tickets are now processed automatically every month, automating services and eliminating administrative burden. Turnaround for requested projects has been significantly reduced and rendered services consistently exceed quality standards.


Encompass is proud to help Enterprise in their mission to become the best transportation service provider in the world. We too hold very high standards in regard to service, quality and value. These shared values have contributed to our ongoing and expanding partnership. We understand the role facilities management plays in overall satisfaction, and we look forward to our part in driving many more high-quality customer experiences.

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