OPERATIONAL INTELLIGENCE • SERVICE PERFORMANCE / FM
Flexicount helped TCFM bring occupancy monitoring, customer feedback, digital service records and reporting into one trusted operational view at a large UK retail head office.
Capturing real-time customer feedback
Monitoring washrooms and meeting rooms
Combining occupancy, feedback and operational data
Occupancy + feedback
Demand & service performance
Target interventions
Improve service & reporting
TCFM wanted to move away from operational decisions based on assumptions and give both the site team and client greater confidence in the data behind service delivery.
When TCFM took responsibility for facilities management at a large UK retail head office, the team identified an opportunity to strengthen operational visibility and make service decisions using more reliable evidence.
Existing occupancy data did not provide the level of confidence needed to optimise cleaning schedules, demonstrate service performance or deliver meaningful operational insight to the client. Customer feedback and compliance information were also spread across separate processes, making it harder to build a complete picture of what was happening across the site.
Working with Flexicount, TCFM implemented an integrated solution combining occupancy monitoring, customer feedback, digital service records and reporting.
The aim was to create a single, trusted operational view that would help supervisors make better-informed day-to-day decisions while giving the client greater transparency over service delivery.
TCFM had access to occupancy information, feedback and compliance data, but lacked a single trusted view of how spaces were being used and how services were performing.
Before introducing Flexicount, TCFM identified several opportunities to strengthen operational visibility across the site.
Existing occupancy data did not provide the accuracy or confidence needed to support day-to-day decision-making. Cleaning schedules were therefore based largely on assumed building usage rather than actual demand, while supervisors had limited visibility of how washrooms and meeting rooms were being used throughout the day.
Customer feedback was difficult to capture and measure consistently, and compliance reporting required significant manual effort. Demonstrating service performance to the client also relied on information from multiple disconnected sources.
The challenge was to bring these operational signals together in a way that gave both the site team and the client greater confidence in the evidence behind service delivery.
Limited Occupancy Visibility
Supervisors lacked a reliable view of washroom and meeting-room usage.
Low Confidence in Existing Data
Occupancy information was not strong enough to support operational decisions.
Assumption-Led Cleaning Schedules
Cleaning frequencies were based largely on expected rather than actual demand.
Fragmented Customer Feedback
Feedback was difficult to capture and measure consistently.
Manual Compliance Reporting
Reporting required significant effort and offered limited operational insight.
TCFM needed a single, trusted source of operational evidence rather than separate data points and assumptions.
Connecting occupancy, feedback and service evidence into one operational view that managers could act on.
Flexicount worked with TCFM to create a single operational view combining occupancy data, customer feedback, digital service records and reporting.
Occupancy sensing showed how spaces were being used, while touch and QR feedback captured user experience and digital workflows created clearer evidence of service activity.
The information was brought together through dashboards and reporting, giving managers a more complete view of demand, response and operational performance.
This gave TCFM stronger evidence for day-to-day decisions, client reporting and continuous service improvement.
40+ Occupancy Sensors
Monitoring usage across washrooms and meeting rooms.
QR Check-Ins & Feedback
Supporting digital service records, occupant feedback and photo uploads.
Bespoke Power BI Reporting
Combining occupancy, feedback and operational data in one reporting environment.
70 Touch Feedback Sensors
Capturing real-time customer satisfaction at key service points.
Digital Audit Trails
Creating clearer evidence of completed cleaning activity.
The solution was designed as a scalable platform for both day-to-day operational management and longer-term service improvement.
TCFM gained clearer visibility of occupancy, customer feedback and completed service activity, helping teams make better-informed decisions and giving the client greater transparency.
Following implementation, TCFM gained a more connected view of occupancy, customer feedback and operational performance across the building.
Cleaning activity could be aligned more closely with actual building usage, while supervisors gained real-time visibility of washroom and meeting-room occupancy.
Customer feedback could be captured instantly through touch sensors and QR codes, and completed cleaning activities could be recorded digitally to create a clearer audit trail for compliance and service reviews.
Automated Power BI dashboards also reduced the effort required to prepare operational reports and gave the client easier access to trusted, evidence-based information about service performance.
Better Alignment with Actual Demand
Cleaning activity could reflect how spaces were really being used.
Instant Customer Feedback
Touch sensors and QR codes made feedback easier to capture and measure.
Faster, Clearer Reporting
Automated Power BI dashboards reduced manual reporting effort.
Real-Time Operational Visibility
Supervisors could monitor washroom and meeting-room occupancy throughout the day.
Digital Proof of Service
Completed activities could be recorded with a clear audit trail.
The result was a more transparent, evidence-led operating model built around trusted data rather than assumptions.
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
Flexicount brings together the information needed to understand what is happening, make better operational decisions and demonstrate measurable improvement.
Real operational problems. Practical solutions. Measurable improvement.
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Tell us the outcome you’re trying to improve and we’ll explore the simplest way to get there.
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