Company: Global Facility Management & Construction
Stacy Brown, Director, Strategic Planning & Development at Global Facility Management & Construction could refer to her job and team as “support, knowledge and a resource for all facets of the company.” For Stacy, success is happy clients and employees, “When we’re receiving excellent feedback from stores and clients, it means we’re doing something right.”
Well, they must be doing a great deal right. Inc. magazine just ranked Global Facility Management & Construction #2,509 on its annual Inc. 5000 list, an exclusive ranking of the nation’s fastest-growing private companies. This is the second year in row that Global has made the list.
Stacy never knows what her day will bring. “It varies depending on clients’ needs,” she says. She notes that in facility management, “there are many human elements involved. Even within one service request, there are many moving parts. That’s why It is so important that we work together as a team. Every employee and person in the process is essential to our success.”
Outside of their internal proprietary system, GEMS, ServiceChannel is Global’s technology platform of choice; they utilize it for QBRs (quarterly business reviews) as well as to monitor trends. ServiceChannel’s data, reports and scorecards are an asset in helping Global measure success and look for ways to gain efficiencies.
By integrating with ServiceChannel technology, Global minimizes the number of touches. Global’s internal quality control team continuously runs reports in ServiceChannel to double check that nothing is missed, and that they are on target with SLAs.
Training for Success
Each new Global employee receives in-depth training where they are taught about the company and its sense of urgency/efficiency. Stacy calls it “Globalizing them.”
In addition to teaching how to utilize Global’s internal system, GEMS, new employees are also taught about the ServiceChannel facilities management software; Global has a number of ServiceChannel experts on staff.
The result of the customized ServiceChannel integration training is significantly reduced touches. “We show them basic reporting, how to enter proposals and the process for submitting invoices,” Stacy reports. Lastly, Global utilizes a team approach – everyone is part of a team and receives continuous guidance/training.
Stacy strives to foster long-term partnerships. “We want to provide the best service and the best response, and have honest two-way communication. By performing great service, clients’ jobs are made easier.”
After spending all day in facilities management, Stacy enjoys unwinding with family and friends, and is game for trying out almost anything that brings a laugh. Her favorite destination: a beach. Her favorite new find: a Segway – she recently zipped around on one on a trip to Florida with her family.