For a Fortune 50 financial services firm, declining quality and rising costs signaled change across 300 branches. As portfolio demands increased, missed scope and uneven oversight affected client experience. Following an extensive RFP, the firm chose KBS for national scale, labor flexibility, and innovative tools and technology at every site.
The Challenge:
To support hundreds of retail branch locations across union and non-union environments, the client needed a partner capable of managing a complex, geographically dispersed portfolio. Despite significant investment, service quality with another provider had fallen short—audit scores slipped, customer experience concerns rose, and branch-level escalations were frequent
The Solution:
KBS stepped in and provided a streamlined, route-based janitorial program built on national scale, strong training infrastructure, and standardized processes. By retaining most existing cleaners— including union employees—KBS preserved site familiarity while strengthening performance expectations. Optimized routing reduced inefficiencies and improved coverage, while digital training tools and job cards created a unified standard across branches.
The deployment of KBSForce™, a proprietary enterprise workforce management tool, enabled real-time performance monitoring, giving the client greater transparency. Together, these enhancements transformed daily operations and elevated consistency across the portfolio.
Results:
The results demonstrate the power of a route-based program.
- ~5% reduction in annual spend
- Significant improvement in audit scores and measurable gains in service quality
- Positive feedback from branch managers and the client’s facilities partner
- KBS awarded an additional 271 locations based on its quality performance
By modernizing operations and introducing tools that drive consistency, KBS helped the client achieve stronger results at a lower cost—proving that a scalable model can enhance performance across a national portfolio.
