Facilities management (FM) in the Middle East and Africa (MEA) is a billion-dollar industry; analysts forecast the FM services market in the region to grow at a compound annual growth rate (CAGR) of 10.08% during the period 2016 to 2020. This only goes to show that facilities management companies in the region are increasingly proving their mettle amid growing demand. Major players in the market reveal that demand has increased dramatically as customers realise the value FM can bring to their property, and due to the growing real estate portfolio within the region, along with increased knowledge and utilisation of professional FM services.
The services at Khadamati are positioned very carefully. “Our marketing strategy will be based mainly on ensuring that customers know what need the services are able to fulfill, and making the right information available to the right target customer. We intend to implement a market penetration strategy that will ensure that we are well known and respected in our respective industry. We will ensure that our services' prices take into consideration people's budgets and that these people appreciate the services, know that it exists, and where to find it,” says Al Qamzi.
However, putting the business unit in place and implementing all the processes and procedures and experiencing the growing obstacles of a new sector can be challenging at times. Challenges vary from educating residents, providing best services with best rates, the use of new technologies in our services to the increasing number of competitors.
Standards and Best Practices
Al Qamzi says that it is important to note that when you deal with residential and commercial owners, you are dealing with their investments. And at Khadamati, they aim to assist the owners in making sure that their investments are well taken care of. “Our vision is to be the first choice service provider for home/office owners and tenants. We believe we can achieve this vision by employing high qualified staff who understands attention to detail and the importance of a satisfied customer. Our guiding principles to providing the highest quality maintenance services are simple – it’s trust, quality, and integrity,” he adds.
In an increasingly competitive market, there is a need to aggressively market Khadamati’s services so as to be continuously in their clients’ minds. While they deal with a wide and differing portfolio of residents, it can be challenging to meet everyone’s expectations, which is why they take customer feedback very seriously and act on it accordingly. “We cannot afford to delay the client's order for whatever reason as this will have a negative bear-ing on our image and reputation, including future business. We need to be continually communicating with the client in order to deliver only the best,” notes Al Qamzi.
In a short span of time, Khadamati has grown to be accepted by various growing sectors. And Al Qamzi explains that their vision in all these years has always been to provide efficient services through quality staff and management. To be the market leader in the region, he notes, “We aim to continuously strive to improve and provide the best services through our training programs.” As for the next phase, he says that they plan to conduct and produce a Customer Satisfaction Survey. “As mentioned earlier, customer satisfaction is extremely important to us, and through this survey, it will help us to understand their needs and deliver better quality services to our clients,” explains Qamzi.
Having well-established in the Abu Dhabi market, Qamzi says that they also plan to concentrate more on the Dubai market and open Khadamati services in the Kingdom of Saudi Arabia.
A few of Khadamati existing clients include:
• Abu Dhabi National Proerties (NBAD);
• ADHA: Abu Dhabi Housing Authority
• Abu Dhabi Chamber of Commerce;
• Aldar PJSC;
• Emirates Land Group;
• Etihad Airways;
• Emirates Development Bank;
• First Gulf Properties;
• Global Development Group;
• Al Rasekh Property Development
• Individual homeowners/ business owners
Benefits of signing up for a Maintenance Package
• Unlimited Call Outs (24/7) Customer Care Assistance
• Unlimited manpower charges for services under agreement
• Standard/Comprehensive PPM (Plan Preventative Maintenance) services will be scheduled throughout the year
• Provision of equipment/asset condition reports
• Provision of material requirements based on the availability of the market or alternative
• Assistance on warranty claims when applicable
• Free Move-In & Move-Out Inspection Fees