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Real Estate Customer Centric Services

Customer-Focused and Efficient Real Estate Operations

Real estate operations require a variety of services – provided internally or through trusted partners. Overall, customer-focused and efficient real estate operations are essential for businesses that want to succeed in today's competitive market through increased value retention and cost efficiency. We focus on developing strategies, negotiating contracts, optimizing and steering property and facility management, and managing transactions and leases to reach your goals.

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Changing Real Estate Market Environment

Effective and customer-focused management of your Real Estate

Effective and customer-focused real estate management is critical to achieving user satisfaction, value retention, and cost efficiency. The focus lies in balancing the interests of owners, tenants or users, and service providers.

As real estate experts, we have been closely following the evolving market environment for decades. We have a deep understanding of the increasing demands of users, tenants, and society for sustainable management, as well as the external factors such as political crises, pandemics, energy shortages, and the intensifying climate crisis that are influencing the market. We offer innovative models of collaboration to address these challenges.

Experience and knowledge form the basis of our consulting services.

Jose Fernández
Customer Centric Services

„The operating phase is often overlooked, but crucial for success. Optimizing and guiding services in property, facility, and rental management is key to achieving sustainable, long-term success. We strive to improve quality, reduce costs, and enhance user satisfaction through our partnership approach.“

Changing services in and around properties

Today, real estate operation involves much more than just cost savings.

Eight Trends we see for Customer-Centric Services in Real Estate:

International Operations

Global portfolios require global strategies and concepts. All players must rise to the challenge of managing services on an international scale.

Digital Transformation

The real estate industry is undergoing a digital transformation that will greatly impact the way services are standardized, managed, and bundled.

Standardization

Harmonizing and standardizing services and processes is crucial for maintaining consistency in international operations. It also leads to cost savings and improved process reliability and efficiency.

Outsourcing

The focus on value-creating services in the core value chain will continue to grow, with secondary facility and property management services being increasingly outsourced.

Sustainability

Sustainability goals and the need for ESG reporting are transforming the way services are delivered in property and facility management.

Compliance

Regulatory and legal requirements for real estate operations will continue to increase, driven by factors such as ESG targets or occupational safety. Clear processes and tools are needed to meet these requirements.

7. Cost Effeciency

To meet the increasing demands while remaining economically viable, innovative operating, pricing, and steering models must be adopted.

Data-Driven Decision Making

Utilizing data and analytics to inform decision making in real estate operations will become increasingly important in order to stay competitive and make informed decisions.

Learn more about Customer-Centric Services in Real Estate:

Repositioning of facility management

Integrated Facility Management

Integrated Facility Management (IFM) concepts that are customized to fit a company’s specific needs can generate sustainable added value and significant cost savings. IFM encompasses more than just the tendering process.

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Effective IFM models require that the competencies of facility management providers are intelligently combined with the requirements and competencies of internal FM structures.

IFM involves the consolidation of facility services, previously provided by different service providers, into a "full service provider" (horizontal integration). This consolidation often spans multiple locations or national borders. The IFM provider assumes extensive management tasks that were previously performed by the client (vertical integration). Governance tasks such as strategy, standard setting, and control remain with the client.

Clients expect IFM to deliver quality improvements and sustainable cost reductions through streamlined administrative processes, providing optimal support for the core business and increased performance and cost transparency.

Eight success factors for effective IFM models:

  • Optimal interaction and partnership between the internal FM organization and FM service provider
  • Transparent quality of service in the control concept
  • Focus on results orientation – output rather than input
  • FM contract design with maximum flexibility and scalability
  • Goal setting, risk sharing, savings commitment, and incentivizing the service provider
  • High degree of digitization and ticket system as the backbone
  • Change of perspective: Internal focus on governance and management rather than small-scale control
  • Involving local management to foster acceptance at the locations

Tendering alone is not enough

Holistic awarding of PM and FM services

Developing a suitable procurement strategy, thorough preparation, and ensuring proper procurement procedures are the foundation for a successful tender.

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A standardized, proven tendering process enables the results to be measured against their sustainable implementation success. At TME, we are familiar with the success factors of a complex PM and FM award and ensure the success of the entire project from the start.

An award process involves more than just the technical handling of the award procedure. It always aims to create the optimal set-up for regular operation. We provide support throughout the process.

Trust is good - Steering is better

Effective service provider management with Control FM and PM

FM services are increasingly outsourced, and perceptions of service delivery can vary greatly.

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Continuous improvement (CIP) is often lacking due to an absence of or only reactive control of FM performance. Objective control concepts ensure targeted operational control. TME acts as a mediator between client and contractor.

CONTROL FM/PM enhances quality and safety

  • Creation of necessary objective transparency
  • Significant increase in operational performance quality
  • Continuous improvement in performance effectiveness
  • Focus on performance transparency and cost efficiency
  • High level of legal certainty regarding FM services, and thus
  • Risk minimization (operator obligations, compliance, BCM)

Create cost transparency

Operating cost analysis and benchmarking

For maximum transparency of operating costs, we offer support in three phases.

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The process of optimizing operating costs consists of three phases: analyzing data, verifying the accuracy of the data at the object, and implementing changes based on the verified data.

Phase 1
  • Collection and analysis of operating cost statements from previous years
  • Benchmarking of costs and identification of cost drivers
  • Review of maintenance, service, and energy supply contracts
Phase 2
  • Inspection of the property to record relevant operating cost parameters and clarify usage and property characteristics
  • Optional: tenant involvement and interviews
  • Consolidation of findings and plausibility check of main cost drivers
  • Definition of optimization options with the objective of identifying savings potential
Phase 3
  • Preparation of potential analysis and presentation of results in a report
  • Discussion with the client to review the report and determine the implementation of individual measures
  • Optimization of operating cost level

From Strategy to Operational Results

TME Transformation Management Experts offer comprehensive consulting solutions that drive results. We specialize in guiding clients from strategic planning to operational success, enabling transformations through a targeted focus on value-creating changes.

CUSTOMER CENTRIC SERVICES STRATEGY Strategic Positioning Integrated Facility Management Dienstleistungs- & OutsourcingStrategie Provider Strategie STRUCTURE Future Proof Solutions Service & Operator Concepts Steering Concepts Facility managementduring construction Operating cost forecasts Contract Analysis IMPLEMENTATION Measurable Results Tenders Onboarding | OffboardingService Provider Optimization operating costs OPERATIONAL SUPPORT End-to-End Solutions FM Audits | Control FM PM Audits | Control PM Interim-Management &Trainings OPEX Due Dilligence Programm Management &Service Optimization

Further Fields of Competence

Through our diverse areas of expertise, TME has a comprehensive understanding of the various requirements in real estate management. Our Customer Centric Services team closely collaborates with our experts in other fields of competence to provide a holistic perspective:

Performance & Agility

Structural and Process Organization, Change Management

Sustainability

ESG Trends and Strategies, Key Figures

Digitization

Digitization Strategy, Data Governance, MDM

Investment Advisory

Investor Requirements, Reporting

Portfolio Transformation

Concepts Hybrid Working

Our value to your organization