Overview
OCS has been the soft services provider to a large national customer with 100+ sites for over four years. When first appointed, the existing FOH specialist services provider was retained by the customer and placed under our management, while remaining a direct customer appointment.
The Challenge
Our customer later re-tendered FOH and awarded it to another FOH specialist, under the same management arrangement. The FOH service provision didn’t go well, and for some remote locations, the direct service delivery was transferred to OCS at our customer’s request.
This service model adjustment worked well and we received a lot of positive stakeholder feedback, but it resulted in variations in service delivery, technology and training. Tenants were also providing negative feedback about the third-party FOH provider’s service. As a result, our customer asked for a further change in operational model; to invest in a high-end FOH service brand.
The Solution
A specialist industry-established head of service has been recruited in 2022 to develop the strategy, and business plan and create the new amika brand. amika is its own distinct brand within the OCS business, and it is based on the love of all things front of house. We created the vision, and developed all the management, training and promotional packages, along with a comprehensive knowledge centre. Based on this commitment, the customer asked us to become their national FOH service provider.
The Outcome
Since mobilisation in March 2023, our achievements include 98% KPI compliance, an NPS score of 10/10 and employee satisfaction rating of 4.5/5.
We have built our success on the genuine care of OCS management people, the family values within the company, and the space to grow and excel through individual performance.
“I have seen a remarkable change in the FOH offering under amika guest services. The team members are engaged and supported, an exciting and impactful training program has been rolled out, and a very collaborative management team is helping me to deliver an extensive multifaceted events and tenant engagement program.
I enjoy working with a front-of-house service partner whose support and premier service delivery I can fully count on.”
amika customer
Customer Engagement Management