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Our Client

TUI delivers a more positive retail customer experience with Cloudfm


With the support of a dedicated account manager and the team of experts at Cloudfm, TUI has been able to achieve substantial efficiencies in FM spend. This, along with notable improvements in quality and service delivery, has directly contributed to an improved TUI customer experience.


The TUI Group is the world’s leading integrated tourism business, catering for 20 million holidaymakers per year, and with over 25% of UK & Ireland travel purchases taking place within their 570 properties, the highest standard of building maintenance and upkeep is vital for the business.

As part of their strategy for growth from retail outlets, TUI UK & I have created 80 new format stores which offer an innovative way for customers to book their holidays. Realising the company’s mission to engage customers and create unforgettable holiday moments from the booking to the journey home, these destination stores offer immersive video walls, virtual reality headsets and interactive touchscreen maps – set in different zones, such as ‘family’ and ‘long-haul’.

With the retail experience of such importance, when TUI UK & I looked to retender their facilities management, their priority was to engage a provider offering high-quality services that support the retail estate and its dedicated store teams. Additionally, operating in a heavily regulated industry, transparent reporting, assurance on compliance and real-time financial controls were key requirements.


Following a rigorous selection process, Cloudfm was chosen as the provider for management and delivery of all hard services across the full retail estate, including the Republic of Ireland and Northern Ireland.

The alignment between the business’s desire to be innovative in their respective markets, as well as Cloudfm’s multi-site expertise, and transparency in the commercials and delivery, were all cited as reasons for their selection.

Cloudfm’s industry-leading software and processes – which provide TUI UK & I with real-time financial reporting, compliance data, and task management – have improved the quality of the estate.

Additionally, the provider’s unique management tools and system platform mean that responsibility for inputting data resides with the engineer on site, measured by the minute to ensure the client only pays for the value delivered.

For the first time it has become possible for TUI UK & I to have complete visibility of all maintenance activity and costs in real time, simultaneously improving quality, compliance and value for money.


Main Outcomes

  • Average Job Value has been reduced from £290 to £240, which saved TUI UK & I £209,000 over the first full year of the contract.
  • Proactive Monthly Visits reduced the task volume by almost 24% in the first year (from 5,500 to 4,200). The ability to log Odd Jobs completed on planned visits resulted in a saving of over £240,000.
  • With store managers logging the jobs themselves, the process is faster – with a clear audit trail, and greater visibility and accountability at building level.
  • TUI UK & I’s FM team focus on strategic improvements and not chasing contractors. Suppliers can now be measured and evaluated on a like-for-like basis, improving performance across the estate.
£209k saved over the first full year of the contract
24% reduction in task volume due to Proactive Monthly Visits

During the tender process, we could see that Cloudfm were best in class. With their innovative systems, transparent reporting and real-time data, it was clear that they would be the best fit for our business – and we were confident they could deliver on their promises, too, since they had the data to back up their claims. As a company, we employ a high level of due diligence with regards to financial spend. From the start, we could see that Cloudfm’s processes would make it incredibly easy for us to demonstrate where we are spending money.

At any point of the day, I can look on the Cloudfm portal and obtain real-time data about a task – when it will be completed, who will be doing it, and how much it is going to cost. The commercial finance reporting is second to none, and the monthly management report allows us to drill down into the data and use it to make business decisions which improve the appearance and compliance of our retail stores.

It’s also reassuring to work with a dedicated account manager and a key account supervisor, as it gives us confidence that any escalations are dealt with in a timely manner, and the fully manned industry-trained helpdesk available 24/7 gives us the peace of mind that any out-of-hours emergencies will be dealt with by consummate professionals.

We’re delighted with the efficiencies that we’ve made after switching to Cloudfm, especially as they’ve been coupled with improvements in quality and service delivery, which directly contribute to a more positive retail customer experience – and that is of the utmost importance to us.”

Head of Property
TUI Group

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