Facilities management / outsourcing / BPO
FM and outsourced providers need scalable, transparent workflows to meet SLAs and demonstrate performance.
Email-driven request handling creates delays, missed steps and poor visibility for clients.
Case Cloud provides structured service workflows, SLA tracking and clear reporting beyond spreadsheets.
Who we work with in this sector
- Facilities management providers
- Outsourced service partners
- Helpdesk teams
- Contract managers
- Client operational teams
Typical challenges we see
SLA tracking and escalation managed manually
Requests coming from multiple channels without consistent triage
Limited visibility for clients and stakeholders
Inspections and visits lacking standard templates
Difficulty evidencing performance and outcomes
Sector use cases
Concrete scenarios we commonly support in Facilities management / outsourcing / BPO.
Service requests
Triage, routing, tasks and SLA tracking end-to-end.
Estates issues
Track issues, visits and resolutions across sites.
Maintenance
Planned and reactive work with clear ownership and deadlines.
Cleaning and helpdesk
Standard processes and reporting across teams.
Complaints
Transparent timelines and updates reduce repeat chasing.
Relevant hero domains
How this sector maps to the solutions and capabilities we deliver.
Service operations & contracts
SLA-driven workflows and contract performance reporting.
Learn moreEstates & facilities operations
Asset/location-led requests, visits and follow-ups.
Learn moreSecondary hero domains
Key enterprise patterns in this sector
The underlying patterns that recur in Facilities management / outsourcing / BPO.
Benefits for each persona in this sector
Tailored messaging for the roles typically involved.
Senior Leader
- Clear performance visibility and SLA reporting for clients.
- Reduced escalations through better transparency and tracking.
- Scalable workflows without building bespoke systems.
Service Director
- Standardised processes across sites and teams.
- Better client confidence through visible progress and audit trails.
- Faster onboarding of new service lines with templates.
Operational Manager
- SLA dashboards, work allocation and escalation controls.
- Less inbox chaos; more structured routing and tasking.
- Clear evidence for performance reviews and client reporting.
IT Lead
- Integrates with existing helpdesk and client systems where needed.
- SSO and governance controls for multi-client operations.
- Avoids fragmentation across multiple small tools.
Data Lead
- Consistent SLA timestamps and workflow definitions.
- Better reporting on throughput, backlogs and root causes.
- Exports for client dashboards and BI tools.
Frontline Leader
- Clear tasks and checklists for site work.
- Mobile-friendly updates for visits and completion evidence.
- Less duplication across requests and job notes.
How we fit alongside existing systems
Case Cloud can sit alongside helpdesk tooling and contractor systems to provide a single operational workflow and reporting layer.
Typically integrates with
- Helpdesk/service desk platforms
- Contractor job management systems
- Asset registers/CMMS
- Client portals/CRM
- BI/reporting
What this means in practice
- Start with the highest-volume workflow and add integrations incrementally.
- Transparent SLA tracking and auditable completion evidence.
- Better client visibility without building custom portals.
Sector stories / case studies
Proof points from organisations like yours.
SLA transparency at scale
“We moved from email chaos to clear SLA dashboards and fewer client escalations.”
Typical: FM provider
Standardised across sites
“Templates made it easy to run consistent processes across multiple contracts.”
Typical: Outsourced services partner
Ready to explore Facilities management / outsourcing / BPO?
Talk to us about your workflows, partners and how we can start small and scale.