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Case Study

A global insurance company works with JLL to meet challenges of rapid expansion


​When a global insurance company expanded quickly through U.S. acquisitions, its facility managers faced skyrocketing demands, resulting in inefficiencies and inconsistent service levels. The existing computerized maintenance management system (CMMS) work-orders required too much manual input, presenting an obstacle to timely data and centralized control. A program was needed not only to integrate existing teams, but also to improve cross-functional team onboarding following future M&A deals.

JLL consultants worked with the company to evaluate and realign the overarching corporate real estate and facilities operating model as well as the facilities support teams and platforms at the regional level. The team from JLL conducted interviews with facility managers, CRE leads, business unit leaders and cross-functional teams (HR, IT, etc.) to determine needs, inefficiencies and opportunities for improvement.

A Customer Relationship Management model was established to ensure consistent service levels, as well as the development of a single CMMS work order system that tied to a larger integrated corporate real estate and facilities systems platform. JLL consultants developed standard practices and protocols for workflows, roles and responsibilities, SLAs, communication and building security, reinforced with training and recognition/rewards programs for adoption; and developed an M&A Playbook comprised of processes and tools intended to optimize the onboarding and integration process of all real estate portfolios acquired in the future.

The insurance client realized a 20 percent total cost reduction over three years, including more than $3 million annual OpEx reduction and $1.1 million in the form of reduced staff cost. In addition, there was a marked improvement in service level consistency, with facility managers reporting lower stress levels from conflicting priorities. Along with praise from senior management, the client’s CRE group was designated the cross-functional support lead for future M&A integration processes.

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