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.