Outperforming customer expectations secures more business, saves money and provides an environmentally friendly outcome for CSC Australia – find out how…
The timeframe was short and the challenge was big: relocate 400 people and consolidate office furniture from three sites into one new location.
Smoothly relocating three CSC facilities into one had its challenges. Delays in lease negotiations and a surplus in office furniture – with an estimate of $87,000 for disposal costs – threatened an already tight budget. But, instead of moving forward toward the goal of simply relocating offices, Johnson Controls Global WorkPlace Solutions (GWS) team members talked to each other and to the customer about alternatives that would increase the speed of the project and decrease the costs.
With some ‘outside-the-box’ thinking, GWS Melbourne team members demonstrated their commitment to their customer and to sustainability: To avoid the cost and environmental hazards of dumping surplus furniture into a landfill, the team developed a better solution: offer the furniture to local charities – saving $58,000 in moving costs (55% from the original furniture disposal estimate). As well as recycling 1.5 tons of paper and cardboard, 29.7 tons of metal, 320kg of hard plastics and 3 tons of aluminum. The idea benefited the environment, local charities, internal and ultimately external customers – because the sooner relocated employees can finish a process like moving, the more quickly they can get back to their jobs and serving their customers.
Think of it this way, the GWS team says:
“Everyone you come into contact with is a customer, even if they are doing something for you. You need to support them if they are going to help you. Talk to them, understand their needs and clearly see their goal. We knew there were alternatives to disposing of this office furniture; when CSC saw us going above and beyond it gave us more business with our client. Everything we did helped build trust, confidence, and respect – increasing our reputation as people who deliver.”