The Farnek Case Study
THE FARNEK CASE STUDY
Established in the UAE since 1980, Dubai-based Farnek Services LLC (Farnek) is an international full service property management company. With a skilled workforce of more than 3,500 employees, Farnek has offices in the Northern Emirates, Abu Dhabi and Dubai, delivering professional FM services for over 2,500 properties, including the prestigious Burj Khalifa, Dubai Mall, and Dubai’s latest high profile mixed-use community, City Walk. While focused on providing a total FM solution for the commercial property sector, Farnek subsidiary Hitches and Glitches (H&G) offers residential home maintenance solutions, and office and retail services to the small to medium sized business sector.
With a growing customer base, Farnek / H&G required an operating platform which provided a total solution for managing its home maintenance operation including booking incoming jobs, assigning jobs to the mobile field force teams, off-site reporting on progress, customer sign-off, auto-invoicing and comprehensive reporting. As an innovative and technology-led company, Farnek’s vision is to become the first FM company to offer an online maintenance platform, and to position itself as the market leader in the smart home installation and maintenance sector – establishing a new era in facilities management.
In April 2015, Farnek / H&G replaced its existing CAMS operating platform with the cloud-based Urbanise Platform. The platform allowed customers to book jobs directly through the H&G e-services portal or raise jobs through the company’s 24/7/365 Call Centre. Agents also benefit from the platform’s online support centre which tracks customer, task and supplier history, delivering a complete view of productivity and customer satisfaction. With mobile teams assigned jobs in real time via their smart phone or tablet, the Ubanise Platform provides Farnek / H&G with total visibility of job closure and next action, along with customer feedback ratings and pictures of finished work. Urbanise technology also allows materials and parts for jobs to be ordered directly through the platform with invoices automatically raised – allowing the Finance Team to monitor account status directly or via an online reconciliation report.
Farnek / H&G has fully embraced the operating capacity of the Urbanise Platform platform, and have benefited from the extensive training delivered by Urbanise on various aspects of the solution. Farnek /H&G has also established a team of Expert Leads who will become the ‘go to’ people within the company for knowledge about advanced platform functionality including CAFM and Remote Monitoring.
Since implementing the Urbanise Platform 12 months ago, Farnek/H&G has experienced improved customer satisfaction ratings, through more efficient and effective performance relating to operations and procurement. In a highly competitive environment, revenue is growing which is directly related to the quality of operational service delivery underpinned by the functionality of the Urbanise Platform. Farnek/ H&G is also benefiting from regular automatic platform updates including the recent introduction of inventory management.
“The Urbanise platform has provided Farnek and H&G with an on-line solution where customers can purchase direct from the on-line store, pay on-line, and receive an invoice electronically, something that was never possible before. In effect, it is a paperless system, which is very much in keeping with our commitment to sustainability. Furthermore, all activities from customer enquiry, to job scheduling, payment and customer satisfaction report is done in one system, which makes the workflow very efficient and provides transparency.” – Lukas Eigenmann – H&G Director