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SWG / BNP Paribas Real Estate FM case study

BNP Paribas Real Estate, Europe’s leading property manager, has a reputation for being a proactive, innovative long-term partner for its clients.

To help manage FM services and the UK portfolio of 600 properties, BNP Paribas Real Estate has chosen QFM integrated workplace management system (IWMS) software from Service Works Global. Help Desk Manager, Christine Hazzard, is responsible for ensuring excellent service delivery across the country from an extensive team of suppliers.

“Our properties range from industrial estates to retail centres to offices, and we manage land across the UK containing or connecting to gas holders. Each site really is unique. QFM’s Property module is invaluable as it helps us manage the volume of information, and it’s flexible enough that we can choose how to do this.”

Working with a large mobile maintenance team and sites up and down the UK requires a slick, well organized help desk to ensure that BNP Paribas can continue to meet the high standards required by its customers. A team of eight use QFM’s integrated help desk functionality to rapidly capture reactive maintenance requests, prioritize tasks and identify unresolved calls to ensure jobs are resolved quickly. Workflows can be implemented and tailored to company requirements to further speed up the process. When a job is logged, for example the air conditioning is broken, QFM will automatically assign the correct SLA as well as the operative who has the right skills to fix it.

Hazzard explains: “The admin tools within QFM give me great control over how we use the system. I’ve created workflows which hugely help my team as they don’t have to remember every contractor or SLA – QFM automates it all. This process saves massive amounts of time for the help desk.”

As a company that prides itself on intimate knowledge of local markets combined with global market intelligence, the same can be said of its internal teams where a strong data focus is upheld. The help desk team creates regular progress reports for each client and monthly performance reports for the Board to quantify how they are supporting each site. QFM comes with a comprehensive array of reporting tools as standard, which transforms data into meaningful and actionable insight. Custom dashboards show live information through different reporting panels which can be edited and swapped out as required, and data can also be downloaded into applications such as Microsoft Excel.

“QFM has transformed our monthly business reporting. Everything is clear as all the data is in one place, and we’ve become less reactive and more strategic as a result. We are now able to identify trends in asset maintenance. For example, rather than wasting time and money in constantly sending an engineer out for a regular fault on the same asset, we can make a proactive choice to investigate, see what the bigger issue is and prevent it from breaking down in the first place. We’re getting far more out of the reporting side of QFM than we ever thought we would.”

Read the full BNP Paribas case study by clicking here.

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