Client Since: 2014
Square Footage Serviced: 1.5 million+ SF
Facility Types: Commercial Office, Industrial/Warehouse
Challenge
The client, a major utility provider operating commercial and industrial facilities throughout the Midwest, required a dependable partner to transition their janitorial services within an extremely tight 30-day window. The situation was further complicated when 90% of the incumbent cleaning staff failed to meet Harvard’s employment requirements, forcing a complete overhaul of on-site personnel. Additionally, the account called for coverage across a geographically dispersed portfolio, including rural sites with limited labor access, while maintaining strict work order response KPIs and being responsive during emergency storm events.
Harvard Solution
Harvard Maintenance responded with a rapid, full-scale deployment strategy centered on our Transition Excellence model. Through an aggressive recruitment effort and robust training programs, we rebuilt the facility’s cleaning staff from the ground up, achieving employee turnover rates well below the industry average.
We placed a dedicated Senior Account Executive on the account and deployed an empowered local management team, ensuring daily communication and agile response to evolving needs. As a utility company, the client requires around-the-clock operations during storms and emergencies. Our teams are on-site, working extended hours to ensure facilities remain clean, safe, and operational alongside employees.
Results That Matter
- 9.5+ Years of Partnership: Retained through two competitive RFP cycles, a testament to consistent service excellence and trust.
- 1.5M+ SF Managed: Growth from the initial scope with the addition of 4 major facilities and 15 smaller sites.
- 8% Labor Cost Savings: By optimizing labor allocations without reducing scope or quality, we delivered measurable savings.
- 10% Savings on Consumables: Leveraging Harvard’s national purchasing power through NSA, we transitioned consumables procurement and passed cost efficiencies directly to the client.
- Rapid KPI Compliance: Met stringent 4-hour work order completion metrics, even across rural sites.
- COVID-19 Response: Daily disinfection during the pandemic, resulting in air quality test scores exceeding 99%, helping to ensure the health and safety of employees.
- Proactive Communication: Formal monthly meetings paired with daily updates ensure alignment with all stakeholders, not just property management.
Why It Works
Our success is built on Harvard’s proven formula: extraordinary people, exceptional service. With a client-first mindset, we proactively anticipate needs, minimize disruptions, and create safer, healthier environments. We’ve built a long-standing partnership by prioritizing transparency, responsiveness, and consistent quality—backed by data-driven performance metrics and a culture of safety.
Key Service Highlights
- Cleaning for Wellness: Enhancing indoor environmental quality through green cleaning practices and proactive disinfection protocols.
- Work Order System Integration: Harvard’s digital work order and quality assurance platforms ensure real-time tracking of tasks, enabling accountability and visibility across the account.
- Safety-First Culture: Monthly safety trainings, on-site inspections, and ISO-aligned protocols reduce incidents and elevate staff readiness.
- Strategic Growth Partnership: As the client’s footprint has expanded, Harvard has scaled accordingly, while maintaining performance and driving efficiencies.