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Bespoke CAFM Solutions


Written by: Julian Harrison

BRIEF: To enhance quality and compliance of FM service provision whilst improving the integrity of our data management system.

THE CLIENT: The client is an international research and development group whose work focuses on creating a sustainable future using chemical engineering. They are a global leader in chemical engineering, operating across 19 locations throughout EMEA, the Americas and Asia  Pacific. This case study focuses on myfm’s work with the client at their primary R&D site in Oxfordshire. 

THE CHALLENGES
• Quality & compliance concerns with the existing FM provider
• Inaccurate and incomplete data through the (FM provider’s) CAFM system
• Lack of confidence in the existing CAFM system

• Ineffective Helpdesk solution

OUR STRATEGY
Analysis and Recommendation (2  months): Conducting a thorough review of the client’s current FM setup, including contractual obligations, service provider performance, and data integrity. This deep dive allowed myfm to understand where gaps existed and to make targeted recommendations for improvement. 

Outsourcing (6-9 months): Managing a competitive outsourcing tender for both the CAFM system and FM services, ensuring that the client engaged the right FM partner and regained control over their data management. 

Implementation (6months): Supporting restructuring of the existing FM contract to bridge the performance gap. Milestones were set to measure progress and drive measurable improvements across FM service lines.

OUR PROCESS 
Contract Structure Review: myfm began with a comprehensive review of the existing FM contract, comparing it against legal, statutory, and client requirements. A detailed report identified significant discrepancies between expectations and delivery. A key recommendation was to move away from a fully outsourced CAFM  and data management system, which left  the client dependent on their service provider for data transparency. 

Understanding Client Needs: To ensure that myfm fully understood the client’s requirements, a MoSCoW analysis (Must Have, Should Have, Could Have, Won’t Have) was performed. This clarified priorities and project scope whilst accounting for the client’s complex asset management needs, including maintenance of over 2,000 specialist lab assets. 

Proactive Restructuring of FM Services: Based on client’s needs and contract review findings, myfm recommended transitioning to an Integrator Model. Within this model, it was agreed that the CAFM system, information management system and helpdesk system should be operated independently from the FM supply chain. This approach enhanced  data integrity, resilience, and  transparency and was soon established as  the single source of truth.  

FM Service Provider Tender: To accommodate the shift to an Integrator model, myfm ran a competitive tender for the FM service contract. myfm facilitated an outsourcing process which resulted in a new FM partner offering greater flexibility and alignment with the client’s cultural and compliance needs. 

CAFM Tender Process: myfm ran a separate competitive tender for the CAFM  system, with data security, digital capability, and compliance as key deciding factors. This led to Planon being  identified as the best-in-class solution for our client. myfm managed the negotiation, ensuring the system met the client’s needs whilst providing commercial certainty and flexibility.

Integration of a Bespoke CAFM Solution and Service Provision Model: Planon and myfm collaborated to develop a Planon installation that ensured  accurate, transparent, and centralised data management. Planon became the core platform for FM performance, asset  management, and customer helpdesk services. Together, Planon and myfm mapped  revised processes and workflows, creating a work audit trail and associated KPIs. We also built a bespoke Power BI dashboard, fed by Planon data, allowing highly  flexible and analytical performance reporting for our client.
 

ACHIEVED BENEFITS
  • Maintenance solution: A fully mobile planned and re-active maintenance solution (PMFS LIVE)
  • KPI generation: Contract KPIs generated  monthly via automated Power BI integration
  • Transparency: Our client gained transparency of critical performance & compliance
  • Asset management: Over 8000 assets monitored and maintained to latest statutory standards
  • Supporting Cultural and Behavioural Change: A key challenge was transitioning from a supplier-owned to a client-controlled CAFM system. myfm supported the behavioural changes required to ensure that the client’s team adapted effectively to their new responsibilities and data  structures. Planon and myfm hosted workshops, stakeholder surveys, and interactive sessions to help align the client’s team with the new system, ensuring smooth adoption and long-term  client ownership of the CAFM solution. The Helpdesk reach out program helped to ensure full adoption of the new solution.
  • Reliable: 500+ employees rely on this solution daily
  • Efficient: The average time from job request to assignment has been reduced to under 20 minutes
  • Multi-functional service: In addition to  Asset Management & Helpdesk, functionality includes Visitor Management, Room Booking and Hospitality Services
  • Specialist configuration: To accommodate client mobile lab asset management

LESSONS LEARNED & BEST PRACTICE  
  • Ensuring crystal clear scope and defined deliverables early on is critical to avoiding scope  creep and maintaining timeline and project budget. 
  • Change management within the project relied on the people just as much as the processes.  A collaborative team effort was key to arriving at the desired destination 
  • A transition to a single source of truth (for performance data) is a key pillar in the removal  of duplication and improvement in efficiency.

PROJECT CONCLUSION  

myfm’s consultative and structured approach ensured that the client’s needs for  compliance, performance and transparency were central to the project. The Planon  solution is comprehensive, reliable and infinitely configurable. Using Planon’s technical expertise and myfm’s FM experience, we were able to quickly establish a  structure, Helpdesk and information management solution which acted as a seamless  extension to the client’s organisation and ultimately delivered a robust, consistent and transparent FM service.

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