Beyond operational convenience, the system supports a deeper goal to reduce busywork and refocus internal teams on building relationships. “Our goal is 100% automation, and automation delivers consistency,” says Case. “The busy work is the transactional stuff, and if you are sort of just busy with that all the time, you lose focus on building that relationship with the customer.” By cutting out repetitive tasks, staff can focus on providing a better customer experience. Looking ahead, Case sees further potential. “Now we’re sort of in the AI phase… which is the next phase of technology development,” he says. As the platform evolves, so does CFMS’ commitment to innovation and continuous improvement. OPERATIONAL EXCELLENCE CFMS has built a reputation not just for wide geographic reach, but for operational foresight and preparedness. At the heart of its field strategy is a national network of regional managers who oversee operations on the ground, ensuring consistency and responsiveness across diverse locations and climates. To mitigate the growing unpredictability of extreme weather, CFMS has invested in strategically located staging areas, especially across southern states where snow events are rare but increasingly disruptive. “This year we were hit with a very rare anomaly of a gulf snowstorm… from Houston,Texas, all through New Orleans to Sarasota, Florida, which is something that they’re not prepared for down there,” says Case.Anticipating such events, the company had pre-positioned materials and equipment across the region, from Dallas to Atlanta. “That investment in the field in trucks and equipment and materials was our saving grace when those anomalies hit, and our customers thank us for that. They appreciate that investment,” he adds. Such proactive readiness is not industry standard, but it’s where CFMS chooses to lead.“Case is looking to be a market disruptor and do things that are sort of out of the box, and that’s definitely something that has paid dividends in the long run,” Case says. The company’s commitment to around-the-clock service in emergency situations, from hurricanes 67 BUSINESS VIEW MAGAZINE VOLUME 12, ISSUE 05 CASE FACILITIES MANAGEMENT SOLUTIONS
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