From Legacy Call Center to Strategic Growth Engine in Facilities Management – Case Study
In facilities management, service delivery doesn’t stop at the work order. It continues behind the scenes—where dispatch meets data, communication shapes outcomes, and every client interaction has the potential to either build trust or break it.
One of the world’s largest facilities management companies understands this better than most. With a service footprint spanning hundreds of high-profile accounts, their ability to scale relies not just on technicians in the field, but on the coordination engine behind them: the contact center.
That’s where our story begins.
The Backstory: From Legacy Vendor to Embedded Partner
We weren’t just brought in—we were already there. Our company had been serving one of the original facility contractors acquired by this global leader. As the acquisition brought new scale and complexity, we became part of the company’s legacy dispatch center network.
But we didn’t just hold our ground—we moved forward.
As the client expanded, so did we—transforming in lockstep to meet their evolving needs. We took on after-hours support. Then special projects. Then full-scale operational roles that lightened the load on their internal stakeholders. We solved problems that didn’t yet have owners. We closed gaps before they became risks.
And all while keeping costs down and ensuring dispatch performance remained sharp, reliable, and scalable.
The Challenge: Complex Growth Meets Rising Expectations
Today, the client manages hundreds of active contracts, each with its own work order protocols, compliance terms, and a complex, industry specific technology stack. As their business grows, so do the layers of operational complexity. And that complexity isn’t just external—it lives inside the dispatch center, where agents often face system fragmentation, redundant tasks, and inconsistent workflows.
To tackle this, we’ve built and actively maintain a dynamic, proprietary knowledge base that consolidates contractual nuances and service workflows that agents engage with across more than 14 CMMS platforms. This reduces agent effort, speeds up resolution, and ensures accuracy at scale.
As new challenges emerge, we don’t wait to be told—we identify, diagnose, and propose solutions. We remain deeply engaged with the client’s internal teams to ensure our support continues to evolve alongside their strategic goals. At the same time, we bring forward smart, self-service innovations that reduce costs and manage higher volumes without compromising quality experiences.
The Solution: An Innovation Engine That’s Always On
What started as a small, after-hours team is now a high-performance engine—one that continues to grow, improve, and future-proof the client’s operations.
Here’s how we’re transforming service, even now:
- AI-powered Agent Assist delivers real-time knowledge and next-best action prompts at the point of service
- Smart IVRs and routing logic reduce call transfers and match inquiries to the best-fit agent or self-service channel instantly
- CRM Customization + CMMS integration eliminates the “swivel chair” and cuts average handle time, while improving SLA compliance
- Analytics dashboards provide live insight into account health, agent performance, and client satisfaction metrics
- Ongoing training upgrades have already cut onboarding time in half, and we continue to refine for speed and retention
These aren’t just ideas on a roadmap—they’re live projects in development, in pilot, or already scaling across the operation. Our team leads the charge, designing each solution for minimal disruption and maximum ROI.
The Next Evolution: White-Glove Account Care at Scale
To meet the needs of high-value and high-growth clients, we’ve introduced Dedicated Account Specialists who proactively monitor work order life cycles, identify risk signals, reduce churn, and unlock operational lift.
This layer of personalized support ensures even the most complex contracts receive white-glove care—without overburdening internal teams.
The Results: Smart Support That Moves With the Business
- 9%+ reduction in cost-per-contact through intelligent automation and blended labor models
- Better SLA performance, lower handle time, improved accuracy
- High client satisfaction and reduced burden among internal stakeholders
- An always-available support structure that evolves with the business, not behind it
The Takeaway: Facilities Management Deserves a Smarter Backbone
The contact center is no longer a cost center—it’s a strategic command center for operational success.
And with the right partner, it becomes your edge.
If you’re ready to go beyond dispatch and into a more intelligent, resilient future—let’s talk.
