Optimizing facilities performance and spend for one of the nation’s largest retail banks
Lessen transformed a major retail bank’s nationwide facilities management by replacing unqualified providers with a data-driven, consultative approach that eliminated operational inefficiencies, ensured comprehensive service coverage, optimized third-party spending, and delivered significant performance improvements and cost savings, even amid the challenges posed by the COVID-19 pandemic.
At a Glance
The backstory: Hiring sub-optimal FM providers left a major financial institution seeking a better solution, one that was more suited to their needs. Unqualified service providers and a consistent lack of expert support led to patterns of poor performance and uncontrolled spending. Lessen took over their facilities operations, bringing a consultative and data-first approach to maintenance. This led to sizable improvements for performance and spend.
Background and Pain Points
Suffering for years with patterns of subpar facilities performance, a retail bank with thousands of nationwide locations approached Lessen for a better solution. The bank was working with real estate management vendors—but service performed by unqualified full-time technicians left them with poor performance and an expanding bottom line. After clearing the way for a seamless transition from the bank’s incumbent partners, Lessen revamped their facilities operations and created large-scale savings opportunities.
Creating New Efficiencies
Lessen's team of facilities experts, with decades of deep experience optimizing processes and the entire work order lifecycle, analyzed the bank’s data and workflows to achieve ambitious outcomes:
- Removed operational bloat: Studied the bank’s facilities workflows and work order history to identify performance gaps and the unique needs of their organization. The program eliminated performance issues down to the individual asset.
- Ensured provider coverage: Brought guaranteed provider coverage to every region in which the bank has a presence—even in times of peak demand and sudden emergency.
- Optimized spend with third-party service providers: The bank was only billed for services it needed at the time it needed them, freeing them from expensive full-time annual contracts with ineffective providers while removing inefficiency and waste.
Rising to the Occasion in a Pandemic
The coronavirus pandemic affected nearly every aspect of retail bank operations. Lessen relieved some of the risks of in-person interactions in 2020 by:
- Nightly deep cleanings: Completed nightly enhanced disinfectant cleanings at nearly 1,400 of the bank’s locations.
- Electrostatic disinfection: Performed nightly electrostatic spraying services at 1,700 of the bank’s locations.
Key Takeaways
- 8% in annual savings
- 99% satisfaction with recurring services
- 14 capital projects completed
- Doubled spend with local Disadvantaged Business Entities (DBEs)
Related
Property Renovation Company and Real Estate Property Maintenance
The company provides fully outsourced property maintenance, renovation, and capital project management services for single-family and multifamily real estate portfolios, aiming to simplify operations, reduce costs, improve resident satisfaction, and enhance occupancy rates for property owners, managers, and related stakeholders.
One by Lessen
One by Lessen is a comprehensive property and facility maintenance management platform offering integrated client and vendor portals, mobile access, and the One Insite™ system to streamline work order lifecycle, optimize operations, enhance cost control, automate vendor dispatch, and improve communication for residential and commercial property managers.
Property Repairs and Maintenance Solutions
Lessen offers comprehensive property repairs, maintenance, and capital project services nationwide, leveraging proprietary technology platforms like One by Lessen™ to streamline work orders, reduce costs, and enhance occupant satisfaction across over 280,000 properties with a large network of vetted vendors and dedicated US-based support.
A Decade of Growth: How a National Facilities Operator Improved Landscaping Performance and Predictability with Lessen
A national facilities operator managing over 1,600 locations partnered with Lessen for more than a decade to transform its landscaping program from routine maintenance into a strategically managed, cost-transparent, and performance-driven operation that achieved over $500,000 in immediate savings and sustained improvements despite portfolio growth and leadership changes.
One by Lessen™ Residential Property Maintenance Technology
One by Lessen™ is a comprehensive residential property maintenance technology platform offering unified client and vendor portals, mobile access, and the One Insite™ system to provide total visibility, streamlined work order and project management, automated vendor dispatch, cost control, compliance management, and enhanced communication for efficient property and facility maintenance operations.
Financial Services | Lessen Use Cases
Lessen provides financial services solutions that ensure branch uptime and brand consistency by deploying specialized providers for quick, lasting maintenance of essential assets like ATMs, offering real-time visibility into work orders through an advanced platform, and supporting operational efficiency with expert teams and personalized processes, ultimately helping clients save costs and enhance customer trust.