Case Study: Lambert Smith Hampton

Area/ Portfolio:

400 Buildings – Station/Rail Services Management Managed Outsourced Help Desk Service

Project History:

LSH manage a number of transport contracts including rail and coach stations. LSH provide services that are needed to keep the stations running, ranging from building maintenance, leaks, lifts, gates & barriers, PA systems, CCTV and a helpdesk, covering a portfolio of over 400 stations.

FMDirect were selected to deliver the managed help desk service, supporting LSH infrastructure and operations.

Client Requirements:

LSH required a rapid mobilisation of managed helpdesk services for fault reporting, fault escalation & jeopardy,contractor management, call ownership to completion with escalation procedures and no break in service. The contract required a one1 month mobilisation timeframe and included loading all data for the contract. LSH helpdesk cover was required 24/7/365.

Solution Provided:

Managed web based FM service desk, Automatic mobile alert on high priority jobs to on-call engineers. Daily handover reports & call-out rota alterations. High quality call handling and customer interaction. Management of internal & sub-contracted service engineers. FMDirect managed the successful seamless transfer of services from the outgoing application provider and existing internal helpdesk.

Contracted Services


Directly Delivered Services

Managed Help Desk, Planned Maintenance

Record of Success:

Managed helpdesk infrastructure was 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. Engineering services SLA’s matched with LSH contract agreements. LSH are extremely pleased with the services delivered.