Customer Profile

Our customer is a large American bank that operates over 200 branches throughout Washington, Oregon, Idaho, Nevada, Utah, Arizona, New Mexico, California, and Texas.

‍

Problem

The bank is expanding its reach rapidly and was looking for a provider that could grow with it as it continued to add branches in new states. The company’s AVP - Corporation Facilities Manager was familiar with Encompass’ reputation as a first-class provider with a nationwide footprint and the ability to coordinate teams across disparate geographies. Most importantly, he was looking for a provider with a proven track record of successfully scaling with a rapidly growing company.

‍

Engagement

The choice of a service partner was of critical importance to the customer. The bank decided to award us an initial pilot assignment to determine if we could successfully manage service at multiple sites simultaneously and add new sites seamlessly. The initial engagement was to provide day porter (general janitorial) service along with periodic carpet care and interior and exterior window cleaning at 12 sites in one state and one in an adjacent state.

We were able to lean on our strong network of professional partners to expedite recruitment and training and were fully staffed up and onboarded prior to the start of our contract.

Our approach to a new customer engagement, which includes not only being ready from day one, but also establishing strong client relationships and excellent channels of open communication from the get-go, set us off to our renowned Encompass “Great Start”.

‍

Why It is Working

The customer was impressed with our approach to technology from the onset, especially with the  potential of our Encompass One platform. Soon, trust developed to the point where we became the first vendor who was ever allowed to sync our software platform with the bank’s internal Corrigo CMMS system. Having our systems integrated was immediately a huge benefit.  It cut out the "middleman" and allowed the customer to digitally issue worktickets, check the status of work orders, ensure quality standards were being met and provide feedback in real time.

We also quickly recognized that individual branches were receiving and having to store  way too many consumables than were needed as a result of a previous provider’s attempts to automate ordering. Storing large amounts of unneeded product was not only a waste of capital, but also a burden on the limited space available in a branch. We worked with a major retailer to implement the JIT (Just in Time) method to reduce spend and save valuable retail space.

We are now working with the bank to standardize all of their restroom product dispensers, a major undertaking that will streamline services, provide greater buying power and simplify ordering.  This will potentially save our customer $1,000s over the coming fiscals.

‍

Results

Anecdotally, we know our customer appreciates our collaborative culture, two-way communications, rapid response time, and ongoing efforts to add value. We get great feedback from our day-to-day customer, the Operations Manager for the Bank, who has shared that WOM from the bank’s employees is consistently positive.

The indisputable evidence of success, however, is the fact that the bank awarded us two sites in Idaho, 15 sites in New Mexico and three sites in Texas within two months of our initial engagement. Our proven ability to work and scale with our partner while constantly looking for ways to provide greater value and better service, gave the bank the confidence to increase our scope of work from 13 to 33 sites in record time.

There is no reason to doubt that we will add additional sites as we continue to  demonstrate our ability to deliver and we look forward to our continued shared success.