Oasis and Warehouse Case Study

The Challenge

Dominating the UK’s fashion market, Coast, Oasis, Karen Millen and Warehouse are some of the best known high street brands in the UK and Europe, owned by Aurora Fashions. The group manages 296 stores and 561 concessions in the UK and Ireland, plus a further 17 outlets in Europe. All needed to be maintained in pristine condition to ensure a superior customer experience, which is why the brands appointed FM provider Cloudfm to manage their estate in 2013.


The Solution

Cloudfm offered a much greater level of visibility and control than the previous FM company, but it was their approach to proactive maintenance that really made the difference.

Whereas previously the brands had engaged their former FM provider to deliver monthly visits, these had failed to achieve the desired results. However, by adopting a more systematic and comprehensive approach, Cloudfm’s team of multi-skilled engineers were able to reduce the number of reactive tasks across the portfolio by 44% over a 12-month period.

Significant savings were achieved as a result, with total spend reducing by 17% in Year 1 (compared with the previous provider) and 22% by Year 2. At the same time, Cloudfm also delivered improvements in vital systems such as lighting and air conditioning.

As a result of these improvements in cost, service quality and compliance, Cloudfm were retained by all four brands as FM partners in July 2015, when they were traded as separate brands. In addition to maintaining the focus on strategic monthly visits, Cloudfm will continue to support the brands’ growth through the power of accurate real-time data, the ability to forecast more effectively, and guaranteed value as verified by independent benchmarking and ongoing cost control.

Main Outcomes

  • 17% saving on reactive and quoted works across the portfolio in Year 1
  • 22% saving on reactive and quoted works across the portfolio in Year 2
  • 44% reduction on reactive tasks across the portfolio over a 12-month period 
  • Significant improvement in compliance, with statutory documentation available online the moment a task is completed
  • Delivered sizeable improvements in vital systems such as lighting and air conditioning
  • Visibility of all activity and data across the estate, enabling costs to be traced easily and increasing confidence in FM within the business

Client Feedback

Cloudfm have become integral to the business, helping us to achieve a better level of service and control at a significantly lower cost. In particular, the proactive monthly visits have delivered excellent value, ensuring that our stores always look their best and are fully compliant. The Cloudfm Shared Services team of engineers who deliver the visits are friendly and professional, and will always go the extra mile to support our managers.

We have also been impressed with the level of savings achieved by Cloudfm. Their proactive approach, together with the quality of the work, has almost halved our reactive task volume. This efficient way of working, together with the data and innovation afforded by Cloudfm, was vital to their success when it came to retendering the FM contracts for the individual brands. We look forward to continuing the partnership for many years to come!

Ros Davies

Facilities and Maintenance Services Manager Oasis and Warehouse