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Case study

From beans to buckets

At a glance

Queensway are a hospitality group managing major hotel, coffee house and restaurant brands across Europe and East Africa. They operate 23 Starbucks shops in the UK and 19 KFC restaurants in Austria and Slovakia. In 2021 they had an ambitious plan to add 10-15 new outlets every year across these regions. Here's how EFM helped the business scale at speed.

8-wks

8 week mobilisation

operational-3-lang

Operational in 3 languages and 2 currencies

sla

10% increase in SLA compliance

contractor

99% contractor uptake

threadmill

 

Brewing for change

In 2021 Queensway were plotting to grow their Starbucks and KFC franchise, but lacked centralised FM software to streamline their process, reporting and budget control. 

“We were running FM in our business using spreadsheets and email. A lot of data and knowledge was stored in the heads of our teams. We were distracted by the constant manual admin of reactive and preventive maintenance. We needed to digitise and automate to save time and money.”

Shakeel Jivraj, Head of Operations for
Queensway Coffee Houses

Expansive were the only supplier we met who had the capabilities to help us scale fast and expand at our required pace. The interface was slick, intuitive and exactly what we needed to organise our work orders, control our costs, and meet our compliance goals.


Shakeel Jivraj, Head of Operations for Queensway Coffee Houses

A third of every working week was wasted on admin that could and should be automated. It was dangerous for our business

Shakeel Jivraj, Head of Operations for Queensway Coffee Houses

A third of FM’s working week was being wasted

Shakeel calculated that 35% of his FM team’s time was spent booking work, chasing contractors and managing reactive maintenance. Repetitive tasks were eating up resource and removing managers from strategic tasks. A lack of automation was creating gaps in process and oversight that was threatening compliance.

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Expansive appointed as CAFM partner

Shakeel knew that the business had to find a single CAFM platform to control their processes, centralise reporting and unleash the data that could optimise their real estate performance. So, the search for a solution began.

Following a highly competitive tender Expansive were appointed as Queensway’s CAFM partner.

The Results

Within 8 weeks the CAFM was being used by Starbucks outlets in the UK and KFC in Austria and Slovakia. Expansive helped the teams rapidly upload data, as well as configure bespoke workflows and reporting.

8-wks

8 week mobilisation

operational-3-lang

Operational in 3 languages and 2 currencies

sla

10% increase in SLA compliance

contractor

99% contractor uptake

threadmill

qqay-pic-900

 

The CAFM transformed visibility and accountability across the organisation.

The CAFM is now helping everyone in the chain optimise their performance. Contractors’ first time fix rates have been reduced as communications are automated and work order management streamlined. Money is being saved across the board.

Head office has overall visibility but individual store managers are now able to control costs at a micro level.

For the first time the people on the ground can see what they are spending and where they can drive new efficiencies. This is important because FM is a massive part of P&L in our business. We believe giving our workers the digital tools to work smarter contributes to cost savings, profitability and drives our growth.


Shakeel Jivraj, Head of Operations for Queensway Coffee Houses

With Expansive I know that I can pick up the phone and get help whenever I need it.

Shakeel Jivraj, Head of Operations for Queensway Coffee Houses

A final takeaway

Spreadsheets and email are a thing of the past. The teams in UK, Austria and Slovakia are using a single CAFM to manage work orders, log data, control budgets and analyse performance. Across the business all their teams are confident their ability to control operations can keep pace with the rapid growth of their real estate.

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