For more than 8 years, DMCC Freezone companies and residents within Jumeirah Lake Towers have depended on Concordia to ensure the quality and safety of their community and infrastructure. The key element of being a great FM service provider today means solving unpredictable problems in unexpectedly efficient ways with the goal of always delivering value to their clients. Concordia’s relationships are driven by a collaborative, interdependent approach on-the-one-hand and on the other they are driven by a demand for informal, yet practical and pragmatic solutions.

This means, offering greater flexibility through things like pay-as-you-go or subscription-based models and open contracts, while at the same time creating the opportunity for deep collaboration. Regardless of the nature of the engagement, Concordia establishes strong relationships delivering excellent services. Their investments in the people, advanced technical capability, HSE, ISO certifications and processes, industry leading training standards and dedicated Client support through their unique CAFM and mobility solutions providing first class customer service are the main differentiators.

Highlights of 2019

One of the biggest highlights of 2019 for Concordia has been the addition of a large number of contracts spread approximately 15 million sq.ft (Towers, Units, Pool, Rope Access, Communities etc.) resulting in an 11% growth. They are expecting to close 2019 with an overall growth of 12.5%. Concordia has also witnessed client retention in excess of 95%. And alongside developed and successfully implemented an evolutionary service delivery model for freehold properties in close consultation with RERA –a future game changer. A super achievement has been the 3 million + manhours without any LTI’s. Concordia has also received accolades and appreciation awards, the best form of recognition, received from various clients. And the 3 new service lines added and offered to their clients have been met with instant success.

Vision for 2020

A constantly shifting service landscape will challenge organisations to reinvent their service strategy towards 2020 and beyond. This challenge will be driven by a shift towards focus on user experience, which is the next frontier for differentiation, value creation and growth. As a result, the new normal of service in 2020 will be that which is highly individualised, data-driven and primarily relationship-based. Users will expect more personalisation, more options, constant contact, or at least the ability to reach service providers, increased responsiveness and greater control.

Concordia is implementing methodologies to help improve or innovate service experiences that result in more satisfied users necessitating service innovation. Service innovation in the future necessitates a people-driven digital transformation – combining deep insights into the needs and wants of users with digital technologies to create new business value.