Challenges:

CFS was under increasing pressure to scale service delivery while managing slim margins. High-volume operations were handled manually, which led to inefficiencies and limited real-time oversight. Their incumbent FM tool at the time offered no real-time visibility in their operations and couldn’t support much on digitizing their operations and maintenance.

Key challenges included:

• Manual ticketing and paper-heavy workflows
• No real-time visibility into SLA performance or asset health
• Limited reporting and no centralized client communication
• Disconnected systems with no workflow automation
• Lack of integration with existing systems.

In a nutshell, high-volume operations were being run with low-visibility tools.

Facilio’s Solution

Facilio deployed a fully integrated CaFM platform for CFS, centralizing asset data, automating work orders, digitizing inspections, and streamlining vendor and contract oversight. In less than four months, CFS transitioned from reactive firefighting to a visibility-first model - where engineers, managers, and clients operate in sync through real-time data and predictive controls.

Solution Highlights

A Unified Command Center for Facility Asset & Work Order Management

Before Facilio, CFS managed thousands of high-risk assets using spreadsheets and isolated systems, with little clarity on asset health or service status. With Facilio’s unified platform, they created a centralized control tower for over 7,000 assets - including power, HVAC, and generator systems - each fully categorized and linked to relevant work order histories. This shift enabled CFS teams to move from reactive guesswork to proactive oversight. Supervisors could instantly see which assets needed attention, what actions had been taken, and where SLA risks were emerging without switching between tools or chasing updates.

Mobile-First Work Order Execution Across Sites

For a service organization like CFS, every minute spent on paperwork or waiting for instruction in the field directly impacts operational efficiency. Facilio’s mobile interface became a game-changer for their mobile workforce. Technicians now receive assigned work orders on their phones, complete digital checklists, upload photos, and close tasks without returning to a desk or calling dispatch.

This real-time synchronization between field and office has not only accelerated turnaround times but also eliminated delays and miscommunication. The field team became an extension of the control centre, feeding live updates into the system and enabling managers to spot issues, approve resolutions, or escalate with precision.

Preventive Maintenance at Scale for IFM Success

With a large and diverse client base, missed preventive maintenance schedules can quickly snowball into SLA breaches or costly downtime. CFS leveraged Facilio’s preventive maintenance planner to automate PM scheduling, standardize checklists, and monitor compliance in real time. The platform helped them execute over 21,000 preventive tasks within the first year, each logged with detailed reports, time stamps, and digital verification. As a result, CFS dramatically reduced its reliance on reactive work orders and built a rhythm of planned, efficient service execution. The system now ensures that no asset goes too long without inspection, and that every maintenance event is both timely and audit ready.

Integrated Client Communication & SLA Transparency Across the Facility Portfolio

Facilio’s client portal offered CFS customers a dedicated space to log service requests, view historical trends, and track the real-time status of active tasks—without needing to email or call support teams. Clients are now notified automatically when service begins and ends, receive digital reports, and can review SLA compliance metrics anytime. This visibility has not only improved trust and reduced escalations but also positioned CFS as a transparent, tech-enabled service partner.

Smart Integrations Enabling End-to-End Control in Facility Management

CFS needed their digital platform to do more than manage maintenance, they needed it to align with how the rest of the business operates. Facilio’s open architecture enabled seamless integration with CFS’s internal tools, eliminating redundant steps across finance and documentation. Completed work orders and invoices are auto exported as PDFs, stored in Google drives, and synced into invoicing workflows without manual intervention. Feedback forms and compliance reports are generated instantly and shared based on pre-configured rules. These connections have helped CFS reduce administrative overhead, minimize errors, and achieve the most important outcome of all: full control of operations from intake to closure - within a single, intelligent system.

Impact

• SLA compliance and client satisfaction measurably improved through real-time updates
• Operational visibility across 400+ sites achieved in under 4 months
• 7,077 assets now monitored in a structured, centralized platform
• 100% preventive maintenance completion rate made services more predictable and cut down on last-minute fixes.
• 75,000 papers eliminated every year → operational + environmental win.
• CFS won the President’s Award for Operational Excellence, recognizing their significant improvements in service delivery and operational efficiency with Facilio's platform.