Case Study: Anabas

Area/ Portfolio:

  • National – Retail Services Management
  • Managed Outsourced Help Desk Service 

Project History:

Anabas provide facilities management nationally to many clients including reception, security, mailroom and cleaning with the remit of improving service levels whilst reducing the overall cost.

FMDirect were engaged by Anabas to deliver out-of-hours support to their help desk service, supporting Anabas in-house operations.

Client Requirements:

Anabas required a computer aided facilities management system (CAFM) to manage their helpdesk provision to clients. Along with this, Anabas also needed to suppliment this offering with a managed out-of-hours helpdesk, located off-site to assist also with business continuity.

Solution Provided:

Full CAFM solution installed on-premise plus managed web based on-demand facilities help desk. Daily handover reports & call-out rota alterations. High quality call handling and customer interaction. Management of internal & subcontracted service engineers.

Contracted Services

  • Consultancy 
  • Helpdesk Software Support

Directly Delivered Services

  • Managed Help Desk 
  • Lone Worker 

Record of Success:

Both on-premise and on-demand managed helpdesk infrastructure delivered ahead of time and to budget. Maintenance program implemented and web based software deployed successfully. Managed helpdesk service set-up and operational within 4 weeks of engagement. Engineering services SLA’s matched with Anabas contract agreements.