Being Part of the Customer’s Team
97.8%
CSAT
100%
On-time Worktickets
96.2%
Quality rating
82.7%
Staffing Attendance
Education
Customer Profile
Our customer is one of eight campuses and twenty-one outreach centers that are part of a state college system. Each campus operates independently when it comes to facilities management with some campuses using outside providers and some hiring internal staff. Our campus, in addition to many other specialties, is the home of the nursing college, meaning it has areas that need special attention to sanitation.
The Problem
As one of the campuses that uses an outside vendor for its facilities support, it was imperative that its service provider be as invested and as available as if it was part of the campus staff. Additionally, it needed a provider that was equally comfortable servicing residential and food services as they were the labs and other hygienic spaces used in the medical programs offered at the school.
Engagement
The account was acquired a decade ago. We were initially brought on in a primarily janitorial capacity. We quickly demonstrated our willingness and ability to provide much more than that and soon were made responsible for floor care, event set up and cleaning, as well as construction clean up as needed. Next came exterior soft wash service for seven multi-story buildings, window cleaning and sidewalk pressure washing. Most recently, the customer has asked for express services, ( meaning break and fix on demand?)
Why It Works
One of the main reasons that this relationship has flourished over the years is the excellent, open and two-way communication we have with our customer. Our workers are viewed, and conduct themselves, as members of the campus team. Our account supervisor became so deeply ingrained in the fabric of the campus operations and so trusted by the college administration that he was promoted to on-site manager in order to be on campus every day.
Additionally, we have demonstrated our financial value as a trusted partner. When the campus needed to invest in new heavy cleaning equipment, Encompass stepped in to use the power of our own vendors to negotiate an excellent price, saving the school substantial money and ensuring the best possible service from the equipment manufacturers.
Results
The results are evident in the long and continuously growing relationship between Encompass and the campus. We add additional services year-over-year and our communications have now reached an unusually personal level. When the Director of Campus Administration has a question or concern, she simply picks up her cell and calls the Encompass Account Director directly.
The closeness of our relationship with this customer is perhaps best illustrated by the fact that the Director and the President planned and attended a special holiday party held specifically to show appreciation for the Encompass team.
But Wait There's More!
Healthcare Case Study
Hospitals that service civilly and forensically committed patients require outstanding levels of janitorial service as well as expertise in medical compliance and infectious disease control. Our in-house Healthcare Director of Operations, well-trained managers on-site and EVS workers who function as part of the patient care team have made this account a success. Our proprietary software platform, Encompass One, helps manage staffing and quality control while providing required compliance data. Encompass has consistently earned Excellent ratings from the Joint Commission Surveys conducted under the auspices of the Florida Agency of Healthcare Administration and are the gold standard for quality for non-government healthcare facilities.
University Case Study
Long-term relationships are built on communication and trust. Read how a decade-long account matured into a seamless partnership with a sense of united purpose and mutual respect. Discover how a “one team” mentality can mutually benefit both the service provider and the customer.
National Bank Case Study
A 200+ branch bank was expanding its reach rapidly and looking for a provider with a proven track record of successfully scaling with a rapidly growing company. 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. We were the bank’s first Systems Integrated Service Provider, syncing its internal CMMS with our Encompass One platform, instantly providing the ability to digitally issue and track work tickets, confirm quality of completed orders and provide feedback in real time. In response to our performance, the customer increased our scope of work from 13 to 33 sites within two months.
State Hospital Case Study
This extensive inpatient psychiatric hospital complex needed to improve staffing, cleanliness and state and federal mandated standards. We transformed its cleaning and quality standards by incorporating our proprietary software platform to monitor staffing, quality and track KPI. We also integrated our in-house health care compliance expert into their Compliance and Infection Control Team to improve patient outcomes and quality reviews. Read how we turned things around for this large, vital behavioural healthcare facility.
