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.
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.
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.”