“The shift is already there and we are on the right path”
Outsourced Client Solutions (OCS) forayed in India market almost 20 years back. The company had the first mover advantage but it also took them time to understand the market and customize product offerings accordingly. The current Managing Director of OCS Group India Sumit Sabharwal speaks to Sapna Srivastava.The company is leveraging digital media platforms, automation in energy management, customer experience analytics and transformational predictive maintenance services to offer an integrated facility management solution across multiple industries including healthcare, aviation, commercial, residential, manufacturing and information technology.
How are clients responding to FM services or they cut corners in that area?
It is value that the client is expecting at the end of the day and we have a client centric model. Then comes the cost, for example, if we are making a customer invest in an energy saver then we approach him and then explain to him the return on his investments. In addition, we keep updating the clients on the benefits that they are getting through our regular monthly and quarterly governance meetings with our clients. We also inform them about the new things like in a shopping mall if there is any customer feed-back that we are getting, we put it across to the client and how to improve on that. This all translates into customer being convinced on his investment in the right product and service.
In fact, we also have a command center in our Mumbai office that gives updates of all the 1300 sites that we are managing. This provides a seamless communication between the sites and up to date benchmarking of various functions at the sites. Also read http://realtyplusmag.com/deleveraging-boosts-opportunities-for-foreign-investors-in-china/
What are the challenges facing the Facility Management companies?
The biggest challenge for FM companies is getting the right solution for the right requirement. In some of the parts of the country, skilled man power is a challenge. Sometimes growth becomes a point of discussion. However, awareness is increasing. Now the discussion is on the end user experience, earlier it was on the SLAs. Now the mindset has changed, especially amongst the big developers. We come together and decide at what stage do we find the right solutions. And in many projects, we have managed to co-create the experience with the end users and developers. The shift is already there and we are on the right path.
Tags : Projects Interviews Developers Architects OCS group Facility Management commercial offices residential complex