Your CRM Data Has a Story to Tell. Are You Listening?
We connected to a building services CRM with read-only access and ran a single day's schedule through our digital analysts. Here is what the data revealed that standard reporting never shows.
The Building Services Blind Spot
Your CRM records every job, every engineer, every schedule block. But recording is not analysing.
On a single Monday, 16 engineers completed approximately 30 jobs across 20+ sites for 12 customers. That is hundreds of data points: travel times, job durations, reactive vs planned ratios, customer concentration patterns, schedule fragmentation.
Right now, this data sits in your CRM as a plan, not an intelligence source. Without status tracking, margin analysis or pattern detection, the schedule tells you what was meant to happen. Not what actually happened, or what it cost you.
What Your CRM Data Reveals
Every finding below was surfaced from a single day's schedule data. Imagine what a full month would show.
Revenue Blind Spots
Reactive vs quoted margin gap unknown. 21 reactive jobs vs 6 quoted projects by count, but no margin data attached. If reactive work runs at lower margin, the true profitability of your busiest days is invisible.
Invoicing lag after job completion. Without automated job-to-invoice workflows, completed work sits unbilled. Every day of delay is working capital locked in your CRM schedule.
Engineer grade vs job complexity mismatch. Engineers switching from hospital installations to toilet repairs in the same day suggests potential rate leakage, billing a high-grade engineer on a low-grade task.
Capacity Blind Spots
Hidden travel time eating productive hours. Engineers covering multiple regions in a single day. One engineer crossed 4 sites between 05:15 and 16:30. Travel time does not appear in scheduled hours.
Schedule fragmentation masking true productivity. The same job ID appears in multiple time blocks for the same engineer. Makes it impossible to determine actual productive time vs overhead.
40% of workforce locked into 4 projects. Multi-engineer jobs consume nearly half the daily capacity. One delay cascades across the entire schedule.
Experience Blind Spots
Zero real-time job status visibility. Every status field across all scheduled items was empty. Management cannot track whether a job is in progress, delayed or complete. The schedule is a plan, not a live dashboard.
SLA compliance is unverifiable. Without status tracking and actual completion timestamps, there is no way to prove or measure SLA adherence to your FM contract holders.
Service consistency varies by customer type. Dedicated multi-day project teams vs solo engineers doing 5+ small reactive jobs. Quality standards across these very different delivery models are unmeasured.
Workforce Deployment Snapshot
A single Monday's schedule, extracted directly from the CRM platform.
| Engineer | Jobs | Hours | Key Sites | Customers |
|---|---|---|---|---|
| Engineer 01 | 4 | 05:00 - 18:15 | Student Housing, Warehouse Unit, Office Block, Storage Facility | Pinnacle FM, Savills Services |
| Engineer 02 | 5 | 05:15 - 16:30 | Student Housing, Fleet Depot, Office Tower, Restaurant Chain | Pinnacle FM, Enterprise Fleet, Mitie, Compass Group |
| Engineer 03 | 4 | 03:45 - 00:00 | Regional Hospital, Restaurant Lancaster | Crown Mechanical, Compass Group |
| Engineer 04 | 1 | 07:30 - 19:45 | Regional Hospital | Crown Mechanical |
| Engineer 05 | 2 | 06:15 - 17:45 | Regional Hospital, Student Housing | Crown Mechanical, Pinnacle FM |
| Engineer 06 | 2 | 05:00 - 17:00 | Meridian Care Home | Savills Services |
| Engineer 07 | 2 | 06:00 - 16:15 | Meridian Care Home, Restaurant Mansfield | Savills Services, Compass Group |
| Engineer 08 | 1 | 05:00 - 18:30 | Oakwood Care Residence | Savills Care Division |
| Engineer 09 | 1 | 06:00 - 17:45 | Oakwood Care Residence | Savills Care Division |
| Engineer 10 | 5 | 07:00 - 15:15 | New Build Estate (multiple plots), Housing Phase 1C | Vistry Partnerships |
| Engineer 11 | 1 | 06:45 - 17:15 | Aerospace Manufacturing Sheffield | Savills Services |
| Engineer 12 | 2 | 05:00 - 16:30 | Student Housing, Industrial FMCG | Pinnacle FM, Nestle UK |
| Engineer 13 | 1 | 06:00 - 16:30 | Hartwell Care Centre | Dalkia M&E |
| Engineer 14 | 2 | 06:15 - 17:00 | Hartwell Care Centre, Sheltered Housing Southampton | Dalkia M&E, T Clarke Electrical |
| Engineer 15 | 2 | 09:15 - 00:00 | Restaurant York, Restaurant Lancaster | Compass Group |
| Engineer 16 | 1 | 13:45 - 17:00 | Rail Depot Birmingham | Network Rail Contractors |
Customer Concentration
How daily workforce allocation maps to a handful of contract holders.
Engineers Deployed by Customer Group
What This Means
Top 2 customer groups = 63% of daily activity. Losing either contract would leave half the workforce undeployed. This concentration risk is invisible in standard CRM reporting.
Customer diversification trending matters. Continuous monitoring would show whether dependency is increasing or decreasing over time, not just a snapshot.
Contract renewal risk is unquantified. A digital analyst monitoring your CRM daily could flag concentration shifts and trigger diversification alerts before a contract loss becomes a crisis.
From CRM Data to Operational Intelligence
Three steps. No workflow changes. No integration risk.
Connect
We plug into your CRM with read-only API access. No changes to your scheduling, no new software for engineers, no disruption to operations.
Read-only accessAnalyse
Our digital analysts scan every schedule, every job record, every customer interaction. Not a weekly sample, everything. Patterns emerge that manual review cannot surface.
100% coverageSee
Weekly reports showing exactly where revenue is leaking, capacity is wasted and service consistency is at risk. Prioritised findings with estimated business impact.
Weekly insightsWhat You Might Be Thinking
Stop Guessing. Start Seeing.
Connect your CRM data stream. Get your first operational insights within 14 days. No disruption. No risk. Just visibility you have never had before.
Book a Discovery Call Get Your Analysis30-minute call. We will show you one insight from your own data before you commit to anything.