To increase revenues and cover overhead costs from facility management while increasing profit margins.
By developing community sites to sell in-house services, which utilize existing resources, and third party services to community occupants.
Emaar develops and manages properties, communities and destinations within the Middle East, Africa, Europe and America. Emrill is a joint venture between Emaar, Carillion and Al Futtaim Group which provides facilities management and security services to each of Emaars communities in the United Arab Emirates.
Emrill has been delivering premium facilities management to residential and commercial buildings across the United Arab Emirates (UAE) since 2002. Traditionally their business model has been based around managing 20-30 key customers through fixed rate contracts. To maintain their leadership position in the UAE, Emrill was seeking expansion opportunities that would allow them to increase revenues and improve service without significantly increasing costs.
The most attractive opportunity for expantion was in providing value added services to the occupants that live and work in the properties they manage. However, launching value added services would mean managing thousands of customer relationships, a major challenge for Emrill as they were used to managing only a few corporate relationships. Furthermore, the cost associated with the project threatened to get out of control due to the scale, which added to the complexity and difficulty of the task.
“Use of technology for facilities management has always been quite inwardly focused but we are using Leap Plaza to turn that on its head. We’ve created digital community portals to provide information that is useful and relevant to consumers and customers directly via the internet.”
With limited consumer retail knowledge, IT skills, and budget Emrill was in need of a partner that could lend them a hand. The company turned to Leap Plaza, a platform with which they could easily repackage and commercialize their services online, at a low cost, without having to make IT investments.
Leap Plaza provided Emrill with an interface that is easy for their occupants and support team to use. With it they were able to package existing maintenance services as consumer services and offer them online to thousands of occupants across multiple communities at the click of a button. Conversely the operations staff was able to easily create and offer these services without having to increase their head count and without having to create new complex procedures.
Using Leap Plaza’s Application Programing Interfaces Emrill was able to extract information about consumers and services from their systems. This information allowed them to reduce the time required to create their packages and register customers, making implementation easier.
Using Leap Plaza, Emrill has successfully expanded into the business to consumer market (B2C) after being a pure business to business (B2B) company. Implementation was quick and cost effective and required no IT skills, intensive training, or capital investments because Leap Plaza is cloud based. Furthermore, Emrill has been able to serve their new customers using resources they already had.
Today the company sells services to approximately 30,000 occupants in 10,000 locations across 10 communities. They estimate that when the service is rolled out to all the communities in their portfolio, operational staff savings will total 30% and target revenues will increase by 50%.
Learn more about Leap Plaza
© 2007-2012 Majitek, Pty Ltd. All rights Reserved.
