This facility management expert is digitizing at a rapid pace
'Partner - in - life'
Multi Masters Group is a facility management player that experiences solid growth and expansion in a more or less static sector. Digitalization is a building block of that certain success.
For instance, they increasingly offer an end to end solutions, a transition where the digital element takes a crucial role.
Managing director Philip Paelinck and Anthony Iudicello, CEO of their digital partner Pàu, explain how digitization and business interact. Multi Masters is one of the largest facility management companies in our country. With more than 4500 employees they ensure that the operations of the various companies keep running smoothly. And that implies everything from cleaning airplanes and trains to maintaining green spaces.
"We are growing faster than the market, going against the grain," states Paelinck. In the past four years, for example, the revenue of the Multi Masters
The group went from 140 million euros to 200 million, a growth of almost 50 percent. And that during a period of economic turmoil and pandemic.
What is the secret you would wonder? The answer is pretty straightforward - Multi Masters became a complete, end-to-end partner.
We want to be a partner-for-life for our clients," says Paelinck. We combine different services and provide one company with pest control, surveillance, technology, cleaning services, and green space maintenance. That way our customers don't have to call five different suppliers.
Customer Platform
Digitization plays a significant role in Multi Masters success story. For that purpose Multi Masters relies on the Antwerp digital agency Pàu. "Digital transformation is becoming more of a core process at the companies," states CEO Anthony Iudicello.
"To steer a digital acceleration in the right direction, the connection must be made to the business drivers." For Multi Masters, that business
driver is that the company becomes a "partner-in-life" to its customers. One of the focal points of their digital transformation is the development of a customer platform. "Anchoring the customer relationship is key," Iudicello says. "Customers expect all documents or information to be one click away from them. On the customer platform - this is possible! This type of platform does not exist (yet) not in our industry," Paelinck concludes. "We took inspiration from banking apps, which have long been about more than transferring money. They are multifunctional platforms that simplify your life.
Green Masters offer different gardening services in the B2B industry. Their internal processes had to become more efficient with less paperwork and real-time project tracking. The new APP enables fast and clear communication between the gardeners, clients, and back office.
