OPERATIONAL INTELLIGENCE · CUSTOMER CASE STUDY
Discover how TCFM combined occupancy monitoring, customer feedback and digital service records to improve operational visibility, strengthen service delivery and make more informed decisions at a major UK retail head office.
Capturing customer feedback
Monitoring washrooms and meeting rooms
Connecting usage and service data
Occupancy + feedback
Demand & service performance
Target interventions
Improve service & reporting
When TCFM took responsibility for facilities management at a major UK retail head office, the team wanted greater confidence in the information used to manage cleaning and demonstrate service performance.
Existing occupancy data, customer feedback and cleaning records were spread across separate processes, making it difficult to understand building demand and provide a complete picture of service delivery.
Working with Flexicount, TCFM introduced an integrated solution combining occupancy monitoring, customer feedback, digital service records and reporting to support better operational decisions and greater client transparency.
TCFM needed greater confidence in the data used to manage cleaning, understand building demand and demonstrate service performance.
Occupancy information, customer feedback and cleaning records were held across separate processes, limiting operational visibility and making evidence-based decisions more difficult.
Limited Occupancy Visibility
Supervisors lacked a reliable picture of washroom and meeting-room usage.
Assumption-Led Cleaning Schedules
Cleaning frequencies were based on expected demand rather than actual usage.
Low Confidence in Existing Data
Existing information offered insufficient confidence for operational planning.
Manual Compliance Reporting
Disconnected records made service reporting time-consuming and less transparent.
Fragmented Customer Feedback
Feedback was difficult to capture, track and assess consistently.
TCFM needed a single, trusted source of operational evidence rather than separate data points and assumptions.
Connecting building usage, customer feedback and service records to support better operational decisions.
Flexicount worked with TCFM to bring together occupancy monitoring, customer feedback and digital cleaning records within one operational platform.
Wireless sensors provided insight into washroom and meeting-room activity, while touch sensors and QR codes captured feedback and supported digital service workflows.
Dashboards and bespoke Power BI reporting combined this information, giving supervisors and their client greater visibility of service activity, changing demand and operational performance.
40+ Occupancy Sensors
Monitoring activity and usage patterns across washrooms and meeting rooms.
Bespoke Power BI Reporting
Combining usage, feedback and service data for clearer operational insight.
QR Check-Ins & Feedback
Capturing feedback, digital cleaning sign-offs and supporting photo records.
Digital Audit Trails
Creating time-stamped evidence of completed cleaning and service activity.
70 Touch Feedback Sensors
Collecting instant customer feedback at key service points.
By connecting building usage, customer feedback and service records, Flexicount gave TCFM a clearer evidence base for daily decisions, client reporting and ongoing service improvement.
Flexicount brought together building usage, customer feedback and digital service records, giving TCFM greater visibility of day-to-day operations and clearer evidence of service delivery.
Supervisors could use activity data and live alerts to respond to changing demand, while touch sensors and QR workflows made feedback and cleaning activity easier to capture and review.
Bespoke Power BI reporting combined these operational insights, reducing manual reporting effort and helping TCFM demonstrate service performance to its client.
Better Alignment with Actual Demand
Usage patterns helped inform cleaning priorities and resource planning.
Faster, Clearer Reporting
Power BI dashboards reduced manual reporting effort and improved client visibility.
Instant Customer Feedback
Touch sensors and QR codes made feedback easier to capture and respond to.
Digital Proof of Service
Time-stamped cleaning records provided a clearer audit trail for service reviews.
Real-Time Operational Visibility
Supervisors gained clearer insight into washroom and meeting-room activity.
The result was greater operational transparency, more informed service decisions and clearer evidence of performance for both TCFM and its client.
By combining occupancy, feedback, digital service records and reporting, TCFM created a more reliable operational view for both the site team and the client.
The project demonstrated how trusted operational data can strengthen facilities management by replacing assumptions with evidence.
By bringing occupancy monitoring, customer feedback and automated reporting together, TCFM gained significantly greater visibility of what was happening across the building.
Supervisors could respond more quickly to occupancy and hygiene alerts, identify recurring hotspots through trend analysis and digitally evidence completed cleaning activity. Customer feedback could also be addressed before issues escalated, while automated reporting provided clearer evidence of compliance and service performance.
Rather than relying on manual reporting and disconnected systems, the operational team now has a single source of trusted information to support day-to-day decision-making and provide the client with greater transparency over service delivery.
The project demonstrates how facilities management can move from input-based service delivery towards a more responsive, evidence-based operating model.
Faster Response to Alerts
Operational teams can react quickly when occupancy or hygiene thresholds are reached.
Trend-Based Decision Making
Recurring hotspots and demand patterns can be identified more easily.
Digital Evidence of Service
Completed cleaning activity can be recorded and reviewed.
More Proactive Feedback Management
Customer feedback can be addressed before issues escalate.
Stronger Compliance Reporting
Automated reporting provides clearer evidence for service reviews.
"From the initial contact through to the survey and installation, Flexicount made the whole process straightforward. The team was easy to deal with, flexible, and worked around our operation without causing disruption. Where we had constraints on site, Flexicount adapted quickly and kept the site moving. The installation was delivered on time and exactly as planned, which is key for us and our customer. Since going live, the data from Flexicount has been clear, usable and is already helping us make better decisions on site."
Mike Legg
Regional Operations Manager, TCFM
Discover how connected sensors, customer feedback and digital service records can improve operational visibility, strengthen service delivery and simplify reporting.
Talk to Flexicount about bringing your operational data together.
Discover how organisations use Flexicount to understand building activity, respond to demand and improve services. Our customer projects demonstrate the value of connected sensors, real-time insights and smarter facilities management.
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