Client Situation
Our client is one of the largest facilities management companies in UAE, providing hard, soft and Integrated Facilities Management Services to diverse industries. The company faced the challenge of declining revenue and increasing costs and, thus, engaged Cedar to assist with its current business review and way forward strategy for profitable sales growth.
Cedar’s Approach
Cedar developed a best-in-class way forward strategy using the Balanced Scorecard framework – customer segments, service offerings, sales process, operating model, and organization and technology framework.
- Conducted primary and secondary research on the Facilities Management market in terms of size, growth opportunities and market trends
- Performed sizing analysis to identify key industry segments in facilities management
- Profiled three key competitors to understand peer performance in terms of revenue growth, profitability, customer segments and technology adoption
- Conducted in-depth diagnostic review of the client’s current business across financials, customers, process, organization & technology
- Interviewed key customers to understand the quality of service and pain points
- Designed a way forward strategy using the Balanced Scorecard (BSC) framework across customer segments, services mix, process, organization and technology
Outcome
The program resulted in a best-in-class way forward strategy for profitable sales growth with the following objectives:
- Target customer segments re-aligned to fast-growing and large industry segments
- Offer a healthy mix of integrated FM, Hard and Soft services for increased profitability
- Improve lead sourcing process to increase conversion by 20%-30%
- Improve workforce management through technology
- Improve operational efficiency and customer experience with technology adoption
- Generate a ~40-50% increase in revenue with 12%-15% profitability projected over three years