CBRE GLOBAL WORKPLACE SOLUTIONS GOT A QUICK TURNAROUND WITH JOHNSONS WORKWEAR
ABOUT CBRE
With a presence in over 100 countries, CBRE Global Workplace Solutions (GWS) is a division of CBRE, the world's largest commercial real estate services and investment firm. GWS specialises in integrated facilities management and real estate outsourcing solutions for businesses around the world.
They provide services to help organisations manage their workplaces more efficiently, including maintenance, property management, energy management, and project management.
Their solutions aim to optimise the use of real estate, enhance workplace productivity, and ensure operational excellence.
CBRE GWS serves a wide range of industries, including technology, healthcare, manufacturing, and financial services, offering tailored solutions to meet each client's specific needs.
This case study explores how Contract Manager Chris Carney was experiencing frustrations with his workwear and laundry supplier due to long lead times and lack of communication.
The most frustrating part was how long it was taking to receive new workwear, which really slowed down operations and created unnecessary headaches.
Chris Carney
Contract Manager, CBRE
THE CHALLENGE
Growing frustration
CBRE Workplace Solutions Ltd manages the contract at the Akzo Nobel site in Ashington, Newcastle, overseeing a range of operations to ensure the smooth running of the facility. However, they began facing significant challenges with their workwear and laundry provider, which was creating growing frustrations across the site.
Long lead times
One of the key issues was the increasingly long lead times for garment deliveries, which caused disruptions for employees who relied on timely access to workwear. This, in turn, placed additional strain on Chris, who was responsible for managing the situation and ensuring that the workforce had the necessary uniforms to perform their jobs efficiently.
Unreliable communication
Adding to the difficulties, communication from the laundry provider became inconsistent and unreliable. This lack of transparency made it nearly impossible for Chris to track the status of deliveries, repairs, and new orders, leaving him without a clear understanding of when the problems would be resolved. The ongoing uncertainty not only impacted daily operations but also created mounting frustration for Chris as he struggled to get answers and keep everything on track.
THE APPROACH
Address ongoing issues
After careful consideration, Chris made the decision to switch providers and transfer the contract to Johnsons Workwear. This change proved to be the ideal solution, as we were able to swiftly address the ongoing issues, restoring both the reliability of the service and the smooth flow of workwear to the site.
Our efficient management of the situation helped eliminate the delays that had been disrupting operations and causing frustration for both Chris and the employees.
Established a team
An On-Premises Distribution team was established, allowing some members of our Johnsons Workwear team to work directly on the Akzo Nobel site. This dedicated on-site presence enables us to streamline operations, ensuring quicker response times and more hands-on management of the workwear needs.
By having team members embedded at the site, we were able to provide immediate support for garment distribution, repairs, and replacements, which enhances the overall efficiency of the service. This proactive approach ensures that workwear-related issues are addressed swiftly, minimising disruptions and improving the overall experience for both our customer and their employees.
The on-site operatives and management team have been fantastic and always willing to go the extra mile for us. They always respond straight away to concerns no matter what time of day.
Chris Carney
Contract Manager, CBRE
THE RESULT
Promised a quick turnaround
Reflecting on the decision, Chris shared, “The most frustrating part was how long it was taking to receive new workwear, which really slowed down operations and created unnecessary headaches. Once I spoke to Johnsons Workwear, they promised a quick turnaround, and they delivered on that promise. From then on, all the problems started to disappear, and I’m glad I made the move.”
Our team has not only provided a reliable solution but also enhanced communication, ensuring Chris could stay updated on orders and repairs, giving him peace of mind that operations would no longer be hindered by workwear delays.
Customer Service Executive contact
Chris commented, “It helps a lot having the OPD team here to take care of any issues we have with workwear. We have developed a fantastic working relationship, and any problems are dealt with in a timely manner. The on-site operatives and management team have been fantastic and always willing to go the extra mile for us. They always respond straight away to concerns no matter what time of day.
The team have dealt with all issues with have had it a timely manner and developed an operations board, so no stone is left un-turned. Our Customer Service Executive contact and the team are always quick to reply, and their professionalism is second to none. We have recommended using Johnsons on other sites of ours and they have since won a new contract due to their quick turnaround in garments and quality.”
MORE CUSTOMER SUCCESS STORIES
CBRE Global Workplace Solutions got a quick turnaround with Johnsons Workwear
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