MASS is changing! A new direction and a noticeable change in industry.
As we continue into 2022, it’s been interesting to look back on the emerging trends in the Facilities Management solution market from last year.
Most importantly, we have seen a real change in the industry towards a ‘customer first’ mentality. That is, focus on the end user of the facility. What does that person want to be able to do? How do they want to do it? How can we help to make that as easy as possible? This means adding value to solutions which are provided. It is all very well implementing a solution for a client and enabling them to manage their facility with that solution, but what is the real benefit and where can that solution add value?
Recently as an example, we’ve heard about funding challenges in the University sector, where projects are only likely to get approved if they add value to the student. This can mean many things to many people but some examples are the easier logging of work requests, quicker time to fix issues, or wayfinding through campus. Overall, it is about better satisfaction for the end user.
In line with this trend, Mass is working more broadly with our clients. We have a mixed focus on client success in addition to technical elements such as implementation, integration, migration, development and support. Last year we serviced over 1400 support requests from our clients and delivered on 17 major projects. The client success focus is all about ongoing success, not just the task in hand. Again, it is relatively easy to answer a support call or deliver a project; the question we need to ask is ‘how are we adding value to the process?’ and ‘what does that mean to the client’s end users?’ Most of our clients have been with us for many years and our relationship is strong, which enables us to better understand and address their challenges – and to apply that understanding across clients old and new.
This year will see a number of new products launched, in addition to the Space IQ + iOffice family of Archibus, iOffice, Serraview and SiQ.
We have used our expertise, reputation, and longevity in the FM market to partner with some great organisations offering some great products. All of them add value to the end user, they don’t just tick the box.
We are now working with selected partners who provide specialist services to better support our clients and to deliver projects. This approach increases our capacity and broadens our technical abilities. Alongside this, we are recruiting for technical and business development roles. Do get in touch if you know somebody interested in either, to help shape our future!
To aid these changes in our approach, Alastair Jeffery is taking the role of Client Success Director. He’ll have the same remit to directly support our clients, and will be well placed to bring these other initiatives to fruition for our clients.
If you want to read more about the ‘customer first’ journey, take a look at this blog from Space IQ + iOffice Use these workplace resources to inspire you in 2022 (iofficecorp.com)