The Customer
Our customer is one of the leading residential estate developers. The residential property is 50 kms away from Mumbai (near Pune expressway) consisting of 17 Towers having 2,309 Apartments spread across 27 Lac Sq. Ft. area.
The Challenge
Our client faced a significant challenge: they sought a seamless transition from project handover to ongoing society operations, all under the umbrella of a single service provider. The residential property’s remote location, far from Mumbai city, compounded the complexity. Staff retention emerged as a pressing concern due to the distance, and location not well connected to nearest Suburban trains/ Metro stations. Additionally, security challenges loomed large in this secluded setting.
The client expected us to achieve several critical tasks such as developing site-specific Service Level Agreements (SLAs) and comprehensive operations manuals. These documents would serve as essential guidelines for our team.
Our key challenges included:
- Immediate Response and Effective Issue Resolution
- Team Knowledge and Skill Set
- Regular Management Support and Governance
- Manpower Attrition
“By addressing these challenges head-on, we aimed to provide exceptional service and maintain a harmonious partnership with our client.”
The Solution
OCS implemented a comprehensive solution centered on full ownership and accountability for all services. Our experience in managing such large townships and understanding of expectations of developers & residents played a key role in planning and delivering our solution. We streamlined various services under the umbrella of OCS Transition & Documentation. Our commitment to quality service delivery for residents involved SLA-based services and a customized fit-out manual. To enhance security, we rigorously adhered to staff selection criteria, ensuring a safe environment. Additionally, we deployed subject matter experts (SMEs) for Soft & M&E Services, implementing customized Standard Operating Procedures (SOPs) and tailored training programs. Our responsibilities extended to managing security services and maintaining the landscape and horticulture.
The Outcome
Our solution has led to tangible outcomes in line with customer expectations. OCS has streamlined all services under its scope, providing end-to-end management—from project handover and fit-out management to flat possession and regular operations. Our comprehensive approach includes providing safe, clean & hygienic facility to residents, enhancing asset life cycles, implementing QHSE processes, promoting sustainable practices such as energy and water conservation, and efficiently managing events. Our services have not only met but exceeded expectations, demonstrating a commitment to excellence and adaptability in a dynamic environment.