1. In spite of increased awareness of the benefits of investing in tech, many FM companies are reluctant to do so. What are the reasons for that?

The facilities management (FM) industry has evolved significantly over the years with the increase in technological advancements, including automation of processes. And it is evident that the boundaries of the facility management industry are being pushed to keep up with ever-expanding client demands. Unfortunately, many companies are still reluctant to adapt to new technology. This reluctance is not intentional and there are many factors responsible for such hesitancy in accepting and implementing technology. In a fiercely cost-competitive marketplace, FM companies have to operate with steadily decreasing profit margins, besides high staff turnover rates and training expenses. These companies, especially SMEs and new businesses, find investing in technology more expensive than engaging manpower. Another issue that discourages companies to adopt technological innovations is the failure of some IT projects to bridge the gap between the technology and business requirements. 

But it is needless to say, automation and innovation are vital for the survival of FM companies in this ever-evolving industry. Every company in the industry can be tech savvy, but only if technology is widely accepted and adopted so that it is readily available at economic rates.

2. Is it still difficult to convince operators of the need to invest in technology?

In an increasingly digitised world, almost no industry has been left unscathed by the rapid development of technology. Businesses need to understand that eventually they must embrace highly automated and data-driven business practices to survive and thrive in their respective sectors. So, despite costs and challenges involved, it is not difficult to convince companies to adopt technology, provided they are given the right solutions, according to their business type and budget.

The industry still uses the Building Management System (BMS) and hasn’t completely moved to IoT. Everyone talks about it, but it has been used much less than spoken about. Let me explain it with an example. If a company installs a Honeywell HVAC system in building A and Siemens in building B, using a BMS system would be time-consuming and complex. But, if the company uses an IoT system, the operation will be easy and time efficient due to the smooth flow of data and simple interface to compare the data between the two buildings.

3. Is it difficult to find people with the right skills to develop in-house technologies?

I would not consider it difficult. But it is very important to find the right people, who have the knowledge and skills and can be trained according to the industry standards. We, at ServeU, lay emphasis on training our technical staff to not only ensure customer satisfaction but also enhance the overall experience of clients. We use our in-house associates to innovate new solutions for enhancing the overall client experience. Moreover, ServeU tries to limit outsourcing because it can sometimes be time-consuming, as the vendor needs to understand our organisation, our business, and our services. But occasionally outsourcing to vendors becomes essential due to cost-related factors or when it comes to integrating additional improvements in technologies and solutions. For instance, to upgrade our Computer-Aided Facilities Management (CAFM) system, we have partnered with Microsoft.

4. How has ServeU overcome these challenges?

ServeU has been a part of the FM industry for several years and during this journey, we have understood the requirements and expectations of our clients. We have been able to gather the best in-house and outsourced resources to provide the right solutions to the FM industry in the region. It is true that investing in technology can be expensive, but it is a long-term investment that will go a long way in ensuring the sustainability of a business.