Innovation in Customer Service Award

Award winner - Carillion Facilities Management 

Carillion’s approach to ‘Customer Experience’ goes well beyond the norm of ‘customer service’ and brings something very new and different to the FM Industry.  Carillion’s approach contains a number of elements - each element in itself is an innovative improvement that, when brought together, form a radical step change in Customer Experience and a very unique approach, the likes of which are not seen in the industry.

Serve Excel is completely scalable and is delivering best practice across Carillion business.  The innovation in customer service judging panel, believes Carillion are worthy winners of this prestigious award because they have created and implemented across their client locations, a cultural shift to how people address client concerns with innovative solutions every day. They have created a real, tangible movement to a ‘World Class’ business - a pioneer in their market.  The location visit focused from the judge’s arrival on customer service; the teams we engaged with genuinely delivered what the submission and presentation illustrated.  The judges had the opportunity to meet the team who on a daily basis provide customer service.  The judges also had the opportunity to meet with Carillion’s client who highlighted the key innovations achieved at the location and the constant drive by Carillion to develop the customer experience. The judges felt the location visit made the best use of the judge’s time, keeping Innovation in Customer Service at the heart of the visit and not focusing on the facilities, which could have been easy to do considering the unique environment.
Carillion’s overall position is first place.

Judging criteria:

1. The initiative – clarity of objectives and outputs, relevance to FM services and the full scope of the innovation
2. The requirements – recognition of need, business critical factors, budget limitations and fit with the overall business strategy
3. Implementation – the project team (roles and responsibilities), timescales, programme and implementation of the change(s)
4. Measurement of success – including measurement from pre-implementation, measurement of outcomes, analysis of benefits and environmental benefits
5. Business case – the parties involved, return on investment, funding and future initiatives
6. Application of initiative in general FM – the scalability of the initiative and how it could be applicable as a best practice model

 Judging team

• Lead Judge – Simon Esner (BaxterStorey)
• Support Team – Clive Hilton (Inlocum), Vikki Wootton (Everything Everywhere), Wendy Cuthbert (Barclays), Ian Pigeon (Addleshaw Goddard), Julian Fris (Neller Davies), Suzanna Hunter (Chess Executive), Hayden Matthews (Mace Macro), George Hunter (Modus Services), Andy Kelly (Carillion FM), David Pearson (DJP Consultancy), Martin Pickard (FM Guru), Roy Stark, Neil Usher (Rio Tinto), Nigel Young (MITIE Technical), Tony Hill (HIllstones Associates)

Sponsor: Telereal Trillium

Telereal Trillium has over 8,000 properties nationwide and an enviable customer base including central government departments, local authorities and private sector companies. By focusing as much on the needs of our customers and occupiers as we do on the buildings we own and manage, we have built a solid reputation for service, innovation and intelligent asset management.

We work with occupiers of large, complex property portfolios to generate value and transform their estates. Our broad range of services delivered by 1,000 directly employed individuals and 12,000 service partner employees, allow us to tailor these services to the unique needs of each customer and property.
 
Website link www.telerealtrillium.com