LOGISTICS & DISTRIBUTION
Whether your business is logistics, mail delivery, fulfilment or distribution centres, depots are fast-paced environments with high volumes of traffic and tight deadlines. We work to understand the challenges and shape a ‘safety first’ high-quality service to meet client needs.
THE SBFM DIFFERENCE
We’re proud to deliver expert facilities management services to one of the world’s leading parcel delivery networks. With over 57,000 employees operating in more than 50 countries and handling over 8 million parcels every day worldwide, they stand as a global leader in distribution and delivery. They required a reliable partner to manage services across their UK distribution centres, ensuring high standards, transparency, and advanced data insights.
The problem
The client faced several issues with their previous provider:
- Non-Dedicated Account Management: The incumbent Account Manager handled multiple contracts, leading to fragmented attention and a lack of focus.
- High Employee Turnover: Poor management and a lack of employee engagement led to unmotivated staff and high turnover.
- Poor Cleaning Standards: Inadequate staffing and training resulted in poor standards which negatively impacted operational efficiency.
- Lack of Transparency: Outdated reporting methods led to unreliable data and inaccurate audits, causing mistrust, a lack of visibility on performance, and inaccurate billing.
The RESULTS
- Improved Cleaning Standards: 94% audit score achieved across the estate.
- Cost reduction: An estimated 7% reduction in costs achieved for our client.
- Reliable Service: Overall attendance improved significantly across the estate.
- Increased Retention: Vacancies reduced by 31%.
- Expansion: Awarded new sites and services, including consumables provision and hygiene services.
- Recognition: Our Account Manager received a prestigious award for her “unwavering dedication to the continued success of the account and the incredible feedback shared from the executive board”.
The SOLUTION
Upon being awarded the contract, we worked closely with our client to understand the challenges they experienced with their previous provider, tailoring our services to deliver a transformative, vastly improved quality of service across all sites. Our solutions include:
• Dedicated Account Management: A focused Account Manager ensured our client received the attention needed, with regular reviews and meetings on performance.
• Increased Management Presence: Through engaged and supportive management, staff morale and motivation improved, leading to increased retention, a reduction in vacancies, and increased attendance.
• Enhanced Staff Support & Training: Undertaking a skills gap analysis upon contract award, we delivered tailored training and development programmes for staff. Enhanced by our internal training platform, SBFM Learn, this ensured that all team members had the training and knowledge they need.
• Innovative Management portal: Through our cutting-edge management information portal, our client enjoys 24/7 access to live and accurate data across all aspects of service delivery. This includes access to attendance information, audit scores, issue logs, health & safety records, site documentation, and more. We worked closely with our client to tailor the portal to their unique requirements, ensuring they have exactly the level of insight and detail they need at all levels.
• New Audit Process: A new and improved audit process and script was introduced to enforce the high standards expected at every site. With full access to audit histories and supporting photographic evidence, our client has complete peace of mind in relation to quality assurance processes.
• Cost Savings: An in-depth service review and data driven insights from our management portal led to further cost efficiencies.
The CONCLUSION
Our client-centric approach and commitment to excellence has transformed service delivery for our client, resulting in a consistently high-quality service that is entirely tailored to their needs.
With dedicated account management, motivated staff, streamlined operations, and cutting-edge technology, we deliver a service that is not only reliable and high-quality, but also delivers exceptional value for money.
Our client’s complete satisfaction with our services has resulted in a true, long-term partnership, which has seen us collaborate to explore new innovations and service enhancements and has resulted in the award of additional sites and new service lines.
For the past four years we’ve been working with a global logistics company who are a leader in providing cutting-edge logistics solutions for multinational companies. They provide an extensive range of services across approximately 869 warehouse locations spanning 27 countries, with a workforce of around 130,000 team members.
The problem
For a long time the client’s soft services were affected by poor on-site management. This included discontent and low morale among the existing workforce, as well as the failure to meet standards set by an external food safety standards company.
Meeting these standards, as well as passing external audits that impacted their British Retail Consortium (BRC) accreditation, is vital to the company’s ability to service its partners. That they weren’t always able to pass them was severely hindering their ability to thrive as a business.
The RESULTS
- 100% achieved on every audit, giving the client confidence in service continuity
- 100% BRC audit pass rate
- Ensured the client’s customers remained satisfied
- Recently signed a contract to provide further services on top of existing agreement
The SOLUTION
We provide a full range of FM services across 76 sites including distribution hubs, temperature-controlled and ambient warehouses, offices, washrooms, communal areas, and welfare facilities. Our services include:
• Core Cleaning in Distribution Hubs
• High-level Cleaning
• Window Cleaning
• Washroom Services
• Waste Removal & Recycling
• Forklift Provision
• Consumables Supply
• Pest Control
By drawing from our years of experience and expertise we were able to promptly understand the client’s operations. As we’re also familiar with audit standards, we were able to deliver a tailored service model that aligned with operational needs and addressed the client’s challenges.
By analysing the previous contractor’s methods and the client’s audit history, we identified issues with rigid scheduling and BRC audits. Using this information we created site-specific schedules that aligned with operational demands and audit timetables. We also improved staff morale and productivity by promoting from within and offering comprehensive training to existing staff.
The CONCLUSION
