Clientshare spoke to Campbell Murdoch, the Managing Director for the Business & Industry division of ABM in the UK, about how Pulse has formed an integral part of their customer success strategy.

What challenges did ABM face before Clientshare?

At ABM, customers come first. Which is why we engaged Clientshare to further strengthen our approach to customer engagement. In particular, our frameworks around tracking service quality and identifying growth opportunities had space to grow.

We know that understanding what our customers really think about our service delivery is key in our retention strategy and we wanted to find a way to see that consistently and in real time. 

Pulse offered a great opportunity to build on the excellent relationships we had, particularly with those key decision makers: regional directors, operations directors, and even chief executives. It was important to look formally at mapping the management of senior stakeholder relationships and evolve how we tracked retention, growth and stakeholder engagement via Pulse. 

Why did you choose Clientshare Pulse as the solution?

Clientshare Pulse offered that next step in being able to deepen our understanding of our customer’s needs, opinions and their pain points. Today, 87% of ABM’s Business & Industry division’s revenue is in Clientshare, which means I can see, in real-time, what the vast majority of my customers are saying about our service through Pulse.

I now have real-time visibility into: 

• Service quality: I can see exactly how well my teams are delivering our services to all of our customers.
• Customer sentiment: I know which customers are satisfied, which could be at risk, and where we have opportunities to grow.
• Stakeholder engagement: I have been able to grow my relationships at the C-suite level with key clients.

It is really fantastic to have hard data which is current and accessible which can inform a clear plan of action. A great example of this is our work with one of our largest customers. They recently went to market for retendering and, on the very first call, the question was asked: "What does the customer think of us right now?" In that moment, we pulled up Pulse data, giving us a real-time, data-driven answer to guide the conversation. That kind of insight is invaluable.

How does Pulse support ABM's wider CX goals?

Clientshare Pulse isn’t just about tracking feedback; it’s about driving real change in how we operate and grow as a business.

Pulse helps us enhance service delivery by identifying opportunities in quality and consistency, ensuring every customer receives the same high level of service. This aligns with our mission to help our customers do what they do best, by offering integrated solutions beyond traditional services. Pulse data is integral to our One ABM approach, aligning practices across sectors and regions, and driving innovation.

Finally, Pulse will support ABM in identifying the right customers for us. A recent example stands out where one of our customers had been providing unfair, unbalanced feedback on Pulse. Because I could see it immediately, I picked up the phone, called their senior leadership, and addressed the issue head-on. That conversation wouldn’t have happened without Pulse. It gave us the added visibility and data to have more effective business conversations and support our team in a difficult situation.

How have ABM's partners responded to Pulse?

Internally, Pulse has been a catalyst for change, helping to further align our finance, operations, and business development teams. We can approach renewals, tenders and customer growth as a unified team, ensuring that every site team continues to be supported by the full strength of corporate ABM. 

Externally, customers are responding positively. We’re hearing from senior leaders that ABM is noticeably stepping up its customer experience - and Pulse is a big part of that. We have made a commitment to innovation, consistently looking for new ways to improve what we offer our customers.

Pulse isn’t just a tool we use; it’s a core part of how we run CX at ABM. It helps us continue to retain customers, grow accounts and make better strategic decisions. And, most importantly, Pulse gives us the extra visibility we need to ensure we’re delivering the best possible service to every customer.

About ABM

ABM is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, ABM’s team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience. 

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together. 

Learn more about ABM