When a major private and investment banking client in Europe wanted its employees to return to the workplace, it knew that it would have to “sell” the office experience—and tailor it to the individual needs of those using it. To help the client achieve this, a team of dedicated ISS placemakers set about making sure that those taking on their commutes again could look forward to walking into a pleasant, friendly and productive space.
“By improving touchpoints around the building—that is, elements of the space that people interact with—we developed ‘curated’ experiences to enhance the customer journey,” says Ciaran Greaves, Regional Account Director at ISS. From security at the front of the building, to individual work stations, he says, it was crucial to make sure that maintenance functions had been properly carried out—that lights were on, air-con was at the right temperature and the environment was clean.
To ensure this, ISS appointed six Workplace Coordinators to act as the eyes and ears of the building, providing the client’s employees with “the support they need on the floor”. This ranged from engineering to cleaning, and sourcing missing equipment, explains Ciaran: “I don’t have a headset, I forgot my locker key—that kind of thing.”
