Case Study: Quality Group cuts customer escalations by 85% and achieves 95-99% SLA adherence with Facilio

Quality Group improves service quality, decreases customer escalations by 85%

Quality Group, a UAE-based facilities management firm overseeing over 1,500 distributed units, faced rising tenant escalations and limited visibility due to rigid legacy CaFM and ERP systems. To improve issue reporting, response times, and move toward proactive maintenance, Quality Group partnered with Facilio and adopted the Facilio platform to consolidate operations data and stakeholder workflows.

Using Facilio’s integrated platform, Quality Group automated thousands of maintenance routines, launched tenant and vendor service portals, enabled contextual mobile work orders, and customized SLA-driven escalations. As a result, Quality Group achieved 95–99% SLA adherence, an 85% reduction in customer escalations, and notable gains in staff productivity.

Quality Group

Sumith Sukumara

Operations Manager