Flexim, a Facility Management company, sets up and operates robust non-core technical support processes for its clients. They are keenly interested in how service delivery is perceived. To better understand this aspect of their client relations, Flexim decided to measure the quality and performance of the services they provide, as it is important to them their clients understand how fully committed they are to continuous improvement.They required an experienced and reliable partner in the certification and auditing field, with proven experience in measuring and assessing risks, to independently verify their services.

Bureau Veritas Certification was chosen for its excellent global reputation in the certification industry. Bureau Veritas Certification proposed the VeriCert Risk-Based Audit Approach for Flexim because it can be implemented quickly while still being fully customized to the client’s needs. The team worked closely with Flexim to assess their needs and create a robust customized audit referential to assess the level of services provided on each client site.VeriCert has led to a change in Flexim’s strategy for reaching their goals in delivering the highest service quality to their customers. In the service industry, inconsistency can destroy a service company’s business. The VeriCert approach helps Flexim to consistently provide quality, high performance services on a daily basis, and to communicate about it thanks to the web-based tools that are available on demand.

Flexim can now demonstrate to their clients their commitment to benchmarking quality and performance. The VeriCert system also helps them to align their services across all operations, thereby promoting consistent adoption of practices across the board. As communication with clients in this process is very important, Bureau Veritas Certification web-based VeriCert platform enables Flexim to show their clients, with precise dashboards, how they are performing across all of their services. This transparency provides real added value in terms of client perception, satisfaction and retention.