With industry-leading systems, reliable data and expert insight, the partnership approach of Cloudfm’s facilities management solution has resulted in a signiﬁcant increase in efﬁciency, visibility and cost control across the Zizzi estate.
A popular destination for friends and families alike, Zizzi Ristorante has successfully created a casual dining experience that appeals to a wide audience. The brand has grown quickly and now has 166 restaurants across the UK, each with its own distinctive style and character.
In 2013 Zizzi took the decision to re-tender its maintenance services. In such a crowded market it is essential that the brand maintains its premises to a high standard, while also managing costs, to ensure competitive advantage. At the time it was felt that greater visibility and control would beneﬁt managers at all levels in the organisation and that a new approach to FM was required.
The combination of real-time data and automated processes, by which contractors scan in and out of buildings thus removing the scope for error, was extremely appealing. For the ﬁrst time, Zizzi could monitor activity and benchmark supplier performance as it happened.
The ability to track FM in real-time via the Cloudfm system also extends to ﬁnancial reporting, compliance, planned preventative maintenance and quoted works. For example, Cloudfm’s unique ‘Maximum Price Protocol’ means that clients only pay for the labour and materials used for quoted works, which may be lower than the original estimate. For Zizzi, this equated to signiﬁcant potential savings, with no loss of quality or service.
However, Zizzi needed far more than a CAFM system. Their managers at all levels are extremely proactive when it comes to maintenance, and therefore it was important that the FM provider could offer an effective Helpdesk service around the clock, backed by a strong account management team. Cloudfm delivered on all counts, with a highly-trained support team able to handle technical enquiries and focus on critical business issues.
We started our search for a new FM provider six and a half years ago. When we originally partnered with Cloudfm, they were still in their infancy – this has led to a genuine working relationship as we have worked hard together on the journey of developing best practice and understanding what works well and what needed improvement. This partnership has left us in the strongest position our business has ever been in and created a solid platform for any clients working with Cloudfm now and in the future.
As an FM provider, Cloudfm’s approach to collecting data was the game changer. We trust the data 100% – something it has not been easy to do with the industry in the past. The real time tracking and data is key for me. When we have a restaurant not trading, I know that the minute the engineer arrives I will have a notification instantly as they scan into the building. This rules out having to place a call into the helpdesk, the helpdesk having to call the contractor, the contractor having to call the engineer and to go back through the chain to provide the update. This process amalgamates six steps of communication into one simplistic update saving time and money.
Having worked within the contractor/FM solution sector myself I was keen to get away from the traditional methods of service delivery. When I first came across Cloudfm, I attended a mobilisation meeting for the supply chain partners for a new client Cloudfm had just signed up. I was so blown away by the ideas and processes in place I feared for the business I worked in at the time, as it just seemed miles away from the innovation Cloudfm were presenting. At that point I knew the marketplace offerings had changed massively.
What really attracted us to appoint Cloudfm was their desire to always do the right thing. After six years with them we carried out a review of the market as part of our due diligence process; it soon became clear that Cloudfm were ahead of anything else on offer, they were still the outstanding player in the market for me. Because of that we’ve agreed a three year extension on our contract without going back to the market with a cost exercise.
The thing that makes us the happiest about working with Cloudfm is quite simply, the people. Whilst the processes in place are there for all to see, without the people the business wouldn’t work. From a newly appointed helpdesk operative right up to the board, you can see everyone is treated as equals in terms of respect and that creates a fantastic working environment. Whenever I travel to Colchester, I am always keen to go and spend time with the helpdesk as they are a fantastic group who are all eager to say hello. Moreover, everyone throughout the hierarchy is always accessible, so as a business, we feel supported every day.
I was surprised by the amount of investment Cloud put into training and supporting their staff. Staff have on site-based courses from IOSH to BIFM and ILM to allow them to gain qualifications and be the best they can be. An old saying springs to mind where the CFO says to the CEO: “What if we train our staff and they leave?” To which the CEO replied: “What if we don’t and they stay?” Cloudfm really do stand out for me on this front.
When we started our contract with Cloudfm I don’t think we could have provided a true reflection on where we were with regards to compliance levels and budget control. With the planners in place on the system and hard work over the years I am proud to say that our compliance levels are impeccable, and our budget is managed pro-actively, rather than reactively. We have enjoyed having full control of our budget expenditure for the last six years. Having this peace of mind allows me to concentrate on the strategic side of things.
Cloudfm have been the best ‘end to end’ solution in the market since the start of our relationship; I find it hard to see who can rival them.”