Client: BT Facilities Services (BTFS)
Implementation Portfolio: 6 substantial client-facing sites – including the BT Centre in London and BT’s Global Research and Development headquarters
Trimble Solutions: Space Scheduling – Room & Desk Booking System
Customer Since: 2016
Trimble Space Scheduling enables BT, one of the world’s leading communications services companies, to maintain full visitor management & control and tracking in its most sensitive buildings.
About BT Facilities Services
BT Facilities Services (BTFS) is a subsidiary of the BT Group—one of the world’s leading communications services companies, serving customers in the UK and across 180 countries worldwide. BT Group also owns EE, the largest and most advanced digital communications company in Britain. BTFS provides fully integrated FM services across BT Group’s vast and varied estate of over 7000 buildings in the UK and Ireland—including main sites such as the BT Centre in London and BT’s Global Research and Development headquarters near Ipswich, Suffolk, as well as high-occupancy city centre sites and critical call centre and data centre buildings.
BTFS was using a Visitor Management system that had been developed in-house. The system had been in use for many years and required an expensive update.
In addition, many BT employees found the system hard to use, and it did not allow them to pre-book visitors themselves. Instead, they had to call or email the front of house team to book meeting rooms and convey details of their visitors. This manual procedure often caused long waiting times in the reception area, especially when visitors arrived for check-in during busy periods.
Crucially, BTFS also recognized that the old system made it difficult for them to control and track visitors within each BT building. This was causing some concern because key BT Group sites — such as its global R&D headquarters at Adastral Park in Ipswich, Suffolk — require an exceptionally high level of security. BTFS realized that it needed to help provide an extra level of on-site security, as well as improving the visitor management experience for both employees and visitors.
New Visitor Management Software Solution
BTFS identified that it needed an advanced, cloud-based Visitor Management software solution that could:
provide much tighter control and tracking of visitors, from arrival to departure.
enable prompt and efficient processing of visitors so that front of house staff could spend more time welcoming guests and creating a good first impression.
allow BT employees to pre-book visitors (or cancel meetings) themselves without having to involve the front of house team.
provide automated email confirmation and notification to hosts and visitors.
require only minimal training for BT Group’s 100,000 employees across all of its sites.
Ease of Use and Full Visitor Control and Tracking
After assessing a number of other approaches, BTFS chose to implement the Visitor Management elements of Trimble Space Scheduling — a scalable, future-proofed and cloud-hosted software solution for booking and managing meeting space through to meeting and greeting visitors.
Ease of use and full visitor control and tracking were seen as two of Space Scheduling’s greatest strengths when compared with other products.
Space Scheduling also provides email notifications to hosts and attendees and enables the printing of badges with photographs of the visitor. Images can be stored both for repeat visits and to allow the front of house team to recognize important visitors when they arrive — enabling receptionists to make a memorable first impression by greeting the visitor by name.
The solution also provides a powerful reporting capability that covers operational and statistical information.
Visitor Management is Now More Efficient and Less Time Consuming
Trimble worked closely with BTFS and BT Security to tailor the Space Scheduling system to meet the company’s operational needs and security requirements. BT then began rolling it out as a universal Visitor Management solution across all BT buildings that have a manned front of house or security presence.
BTFS’s initial focus was on implementing the system at the headquarters of BT Group’s six customer-facing lines of business: Global Services, Business and Public Sector, Consumer, EE, Wholesale & Ventures and Openreach. These locations alone have to manage around 25,000 visitors every month.
According to BTFS, all BT departments are now benefiting from Space Scheduling —and the new system has received positive feedback from visitors too.
BT employees’ online pre-booking of visitors has increased by 50% since the new system was implemented.
The automated process of registering and printing a pass has resulted in greater security and a significant reduction in waiting times throughout the organisation.
Visitor management is now more efficient and less time consuming for the front of house team, giving them more time to greet and interact with visitors.
The system’s ability to store data about an individual’s previous visits means receptionists now know whether to greet visitors with “Welcome” or “Welcome back”.
As well as providing tighter security and an improved visitor experience, switching to Space Scheduling has also helped BT to avoid the substantial cost of updating its old system and purchasing new hardware. With the new system delivered via SaaS, BT now spends less than £200 a year on consumables at each location, compared with thousands pounds a year prior to implementing the solution.
Space Scheduling’s powerful reporting capability also allows BTFS to automatically collect and analyse data about the number and type of visitors being processed at each location. This is expected to help deliver further efficiencies and cost savings in the future.
“The system is very user friendly. We now have full visitor control and tracking from arrival to departure, and our customers can get to meetings more efficiently. With the host notification being sent via email on arrival, and names being in the system from previous visits, the whole process is seamless from the moment visitors enter one of our buildings.”
—BT Facilities Services.
Book a Demo of Trimble Space Scheduling
If you would like to learn more about Trimble’s room and desk booking software, please visit the Space Scheduling product page.
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