The customer challenge

  • The last period has seen CBRE focusing in a particular way on the Customer's brand, in order to guarantee that spaces, infrastructures and services are handled efficiently, made available and best represented
  • Thus, is necessary to leverage on technology to be helped to:
    • define reference standard and best practices to be applied
    • continuously verify spaces, infrastructures and services compliance with such standards and with SLAs
    • guarantee (internally and vs the Customer) a prompt, consistent and transparent sharing of the controls
    • facilitate decision support, based on the check outcomes
    • consolidate the Customer Experience


The adopted solution

  • CBRE utilize IBM Maximo since the last 15+ years, to support their service management and traceability.
  • The solution has been based on OMNIMaxApp+, the mobile app suite                 dedicated precisely to IBM Maximo.  
  • In details, the Audit+  app let CBRE:
    • create Audit multi-level templates, configurable for each Customer
    • plan the Audit execution on the Customer's spaces, building and asset
    • generate the Audit operating instances, dispatching them to the involved technicians
    • facilitate a rapid and nimble filling out
    • centralize, in real-time, the Audit outcomes, in order to share them with the Customer and support corrective actions, if necessary
    • A dedicated "outcome report" has been introduced (available on mobile itself)

The benefits achieved

  • Standardization of Audit processes (while preserving adaptability by Customer) and evaluation metrics, in order to guarantee central analytics, homogeneous and consistent, cross different geographies and Customers
  • Audit planning ed execution full digitalization
  • Real-time visibility and control about Audit completion status, outcomes and global performances
  • Clear and prompt highlighting of critical or abnormal situations, with consequent generation of corrective actions
  • Customer relationship clear, simple, transparent, based on complete, intuitive and on-time reporting
  • Significant SLAs improvement perception by the Customer
How to take care of the Customers’ Brand
2019 — CBRE

CBRE Gws Technical Division S.p.a., belonging to the CBRE Group, is a leader in the provision of design, construction, and maintenance services of technical plants and complex buildings. For 30 years, it has been a dynamic company, with a strong presence in the territory, high competence, and professionalism of its resources, equipped with the most advanced technologies and the most advanced information management systems, all in full compliance with international quality standards.