Challenge

A leading national delivery company sourced facilities maintenance services from a wide pool of providers, which led to unclear coverage responsibilities, inconsistent service, complex contract negotiations, and problems with invoices and payments. The delivery and logistics company wanted a way to eliminate inefficiencies in its performance and spend while still maintaining a high level of service at its locations.

Solution

SMS Assist started by taking a high-level view of the company's need, developing a plan to transition them from their current providers while ensuring consistent service delivery and data-driven facilities consultations. SMS Assist's program was able to bring all of their facilities needs under one roof—simplifying provider selection, contracting, service delivery, payments, and performance management.

We took the following steps in a pilot program covering 70 of the company's locations.

Established competitive rates in all regions
The institution was accustomed to negotiating with dozens of independent providers and dealing with wildly different rates. SMS Assist secured competitive rates in every market, for all services.

Guaranteed depth of provider coverage
A strong provider network delivered high-quality service for every one of the institution’s locations—even when demand rose unexpectedly or when emergencies cropped up.

Ensured uninterrupted access for delivery vehicles
Robust exteriors and landscaping services provided unobstructed entrance and exit for the institution’s delivery vehicles—eliminating the negative impact that snow, ice, and other obstacles often posed.

Consolidated contracts and billing
By handling all of the details of contract negotiation and compliance, provider credentialing, and service renewal agreements, our consolidated billing relieved the trouble of managing hundreds of invoices every month.

Predicted service needs
To prevent service gaps at any location, we generated predictive models based on historical service needs, weather data, and patterns of demand.

Tailored reporting and dashboards
Customized reporting and dashboards to target the institution’s specific outcomes, capturing over 1,000 data points for every work order—and in real time.

Outcome

The results of the program were almost immediately recognizable:

  • Consolidation of a complex maintenance program
  • Competitive rates and total visibility in every region
  • Ongoing performance management ensures optimized performance and savings

The success seen during the initial 70-location pilot program quickly expanded to more than 1,500 locations across the country.

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