Case study

Bank on us

At a glance

When Carillion collapsed in 2018, The Co-operative Bank were finished with the Total Facilities Management (TFM) model. The business decided to take back control of their FM, managing all their maintenance, contractors and compliance in-house within a single, powerful CAFM.


30% Increase in Contractor Engagement YOY

FF - KPI Performance

6,000+ Work Orders Raised

FF - Better comms

93%+ Contractor Engagement

16 weeks

1,000+ Compliance Services Complete


The Challenge

Lack of help desk automation was wasting time and money

Data was spread across different systems and apps

No visibility around SLAs, financial or contractor performance

Lack of management info & reporting to manage KPIs

No central budget oversight or control of spending

Compliance risk was high

At first, we managed our contractors and compliance manually, logging and closing every job in Excel. But it was time-consuming and labour intensive. It wasn’t giving us the control and insight we needed to change the way we worked.

Ben Downer, Hard Services Manager

Contractors are now using the system to record their time and manage their site visits.

Ben Downer, Hard Services Manager

A healthy balance

Expansive FM is fast, flexible and the CAFMs innovation has kept The Co-operative Bank ahead of the curve. They’ve helped the team train their contractors and incentivise them to use it through in-app billing. The CAFM is a critical part of their plans to optimise supplier relationships, improve asset management and the quality of facilities for all.


The solution

In 2018, following a competitive tender the business appointed Expansive as their CAFM partner. EFM helped them move fast to organise and automate work order management. They configured new reporting dashboards to provide operational oversight and financial control.

Centralised work order management across all services

Key contractor training and on-boarding

Multiple workflows to manage different work order types

Personalised navigation and dashboards

Data exchange for finance for integration with SAP

Consolidated invoice reporting


Co-Operative Bank


Transformation in numbers. 3 month implementation

With a faster, streamlined work order management system, The Co-operative Bank are now in control of all their maintenance and compliance tasks. Communication between teams is seamless. Invoicing is fast and accurate. The Co-operative Bank have access to all the data they need to improve the way they work.

Faster work order creation, communications, and maintenance

High levels of contractor engagement

Consolidated maintenance across reactive, PPM & Compliance

Improved communications with supply partners

Enhanced management information

Faster, more accurate invoicing

We would strongly recommend Expansive. Everything is easy to view. We can upload photos and videos to support our work orders. We can check up on compliance. If a branch needs documentation, we can find it. There’s not much it doesn’t do.

Lisa Tumelty, Building Manager

There is accountability. You can say, ‘yes, we’ve done the visit’, and we can demonstrate that in Expansive.

Kathy Richter, Compliance, Sustainability & Energy Manager

The Bottom Line

“Compliance is simple now. ​You can raise remedial works off the back of an original compliance work order, and there is automatic follow-through from one team member to another. There is accountability. You can say, ‘yes, we’ve done the visit’, and we can demonstrate that in Expansive.”
Kathy Richter, Compliance, Sustainability & Energy Manager

“The big goal for us was getting contractors on board, so we could monitor their activities and control our spending with them. Contractors are now using the system to record their time and manage their site visits. We have got excellent feedback from them, and we continue to listen and speak to them every day.”
Ben Downer, Hard Services Manager