Certification of Key Account Managers as part of strategy realisation


As part of its strategy, ISS wanted to develop integrated solutions across Cleaning, Catering, Office services, Property and Security to benefit its major customers and to develop and implement a uniform approach to Key Account Development.

ISS is one of the world’s leading facility management suppliers, helping major customers such as TDC, Barclays, Nordea, Novartis, HP, etc. to focus on their core business while ISS provides the services required to run a healthy and well-functioning workplace. It requires efficient processes to uncover the customer’s strategic and daily needs and then to translate them into optimum, engaging and cost-effective solutions. Furthermore, the Key Account Managers responsible for the major customers must be able to proactively develop solutions and the cooperation in a manner that meets the customer’s needs.

In close cooperation, ISS and People & Performance developed a coherent Key Account Development process offering all the necessary tools for strategic customer analysis, development of value propositions, optimised operation and for promoting proactive cooperation with the customer. In extension, we developed a three-module training programme followed by certification. The training, which has been rolled out globally, reaches more than 1000 ISS Key Account Managers.

With the implementation, ISS and its major customers have gained strong focus on value creation and the service experience in their cooperation, which has led to increased customer satisfaction and strengthened employee engagement. The closer and more structured cooperation on account development underpins ISS’s vision to become the world’s best service organisation while optimising the customers’ return on investment.

“We are talking strategy implementation here. The foundation is thorough and should have impact on how our people act with their people and customers”

Caroline van Nieuwkerk, HR Director, ISS Facility Services Nederland

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