The Only Data You Need: Excellence Is the True Benchmark in Contractor Choices!
In the world of facilities management, the choice between self-performing contractors and subcontracting models often sparks debate. While self-performing contractors promote advantages like control and consistency, it’s crucial to examine the empirical evidence regarding their claims. At UmbrellaOne, we believe the keys to successful service requests lie not in the self-performing model but in two critical elements of successful work order flow: a dedicated account manager and a professional, experienced field technician.
The Importance of Accountability
A common perception is that self-performing contractors provide greater control over the service process. However, true control comes from accountability and communication. Our account managers oversee each project from start to finish, ensuring that every service request is handled with absolute excellence. This dedicated oversight allows clients to rely on a single point of contact who is intimately familiar with their unique needs. Additionally, it’s important to note that there is no empirical data proving the superiority of self-performing contractors over those who subcontract. At UmbrellaOne, we focus on delivering exceptional service through a model that prioritizes effective management and clear communication.
The Value of Local Expertise
Quality of work performed on-site is another crucial factor to consider. While self-performing contractors often highlight their in-house capabilities, our vast network of vetted local service partners ensures clients receive specialized expertise tailored to their specific needs. Each technician is carefully selected based on qualifications and experience, allowing us to maintain high standards across diverse trades, including plumbing, electrical, handyman services, and fire life safety services.
Our subcontracting approach fosters a competitive environment that drives service partners to deliver consistently high-quality workmanship, making it an effective choice for facilities managers. In addition, we maintain deep bench strength with multiple local service providers, giving us the flexibility to reach out to various partners if one is unable to meet the timeline or requirements of a particular work order. Whether it’s technician availability or specific skill sets, our ability to scale surpasses the limitations of self-performers, who are confined to their internal workforce.
Steps Toward Quality Assurance
At UmbrellaOne, we are committed to maintaining the highest standards of quality assurance. We establish internal Key Performance Indicators (KPIs) and contractor scorecards to evaluate the performance of our service partners. This system enables us to identify top-performing contractors and designate them as “Preferred Service Partners.” This title represents an escalated commitment to these service partners, aligning them more closely with UmbrellaOne’s vision for customer experience. By doing so, we build long-term relationships that drive consistent service excellence. Meanwhile, we also pinpoint underperformers who will not be sourced again. This proactive approach ensures that our clients receive the best service possible and fosters a culture of continuous improvement among our partners.
Let’s Talk
The idea that self-performing contractors provide more control and cost-effectiveness than a well-structured subcontracting model is not supported by evidence. At UmbrellaOne, we emphasize that excellence – not the business model – is the determining factor clients should prioritize. By focusing on dedicated account management, a robust network of skilled service partners, proactive maintenance, client-driven technologies, and rigorous quality assurance steps, we position ourselves as leaders of multi-site general repair services.
