The Strength of our Team
We know the strength of our team is vital to the success of our clients’ operations. That is why we have built the largest and most comprehensive Field Management Network in the North American janitorial and building maintenance industry. With more than 300 dedicated Field Managers on the ground every day providing one-on-one service to our customers, Diversified Maintenance has set the industry standard for delivering exceptional service through the field teams.
The strength of our Field Management Team is based upon our comprehensive training programs, the expertise of our Field Help Desk Coordinators, and the implementation of cutting edge business technologies ensuring high quality, efficient service every step of the way.
When we walk into our clients’ facilities we make sure we know what we’re doing. Our extensive training programs are tailored to the particular needs of every client, ensuring management, crews, and subcontractors are trained in appropriate procedure and safe execution at every level of field operation – from service delivery, to equipment maintenance, and chemical usage. Regularly held safety meetings offer added opportunity to review and clarify information presented in training sessions.
In addition to on-the-job training, our Field Managers stay current with the latest OSHA (Occupational Safety and Health Administration) updates and relevant equipment management and maintenance certifications. And to further ensure all training is consistent with the most recent protocols, we have our Environmental Health & Safety Director in the field conducting audits and reviewing procedures on a regular basis.
Field Help Desk
Our Field Help Desk provides 24/7 support to field operations. As liaison between the Field Management Team and our corporate offices, our Field Help Desk Coordinators receive and relay reports from the field to the appropriate personnel and monitor processes of resolution, guaranteeing our clients immediate attention and efficient solutions. The Field Help Desk handles the administrative end so Field Managers can spend their time on-site providing the kind of dedicated one-on-one customer service that we are so proud to deliver.
Updates in Real Time
Diversified uses the latest business intelligence tools to produce detailed reports providing transparency and insight into the work we do on location. We track metrics such as service quality, budget adherence, scheduling, and workplace compliance. Tracking such metrics and processes result in effective project management, accurate service delivery, consistent quality work, and budget adherence.
All of our Area Managers are equipped with iPads to ensure that critical, actionable data is being reported to customers in real time.
We like to go above and beyond to ensure a happy client – nothing less will do. To ensure clear communication, maximized efficiency, and the highest quality service, we provide clients with a Corporate Account Manager. As the primary point of contact between the client and Diversified, the Corporate Account Manager is responsible for all service management accountability; from overseeing Key Performance Indicators to ensuring service level agreements are met. The Corporate Account Manager provides focused reports on work completed, prepares and attends quarterly performance reviews, and directs process enhancements such as cost saving measures and the implementation of new ideas and methods ensuring our services are always efficient, up-to-date, and relevant. Your Account Manager is there for you – fostering effective communication and driving results.
Our Two-Tier Commitment to Customer Care
Diversified’s commitment to customer care is unsurpassed. Our two-tiered Account Management System ensures the highest quality of service by providing direct support to every client’s Account Manager.
Tier One of our Account Management System focuses on Corporate Operations. Should a service issue arise, clients can rest assured knowing the Diversified Field Help Desk is available 24/7 to address concerns and immediately begin a process of resolution. If there is ever an issue, we make sure it gets taken care of – no case is closed until resolved to the Site Manager’s complete satisfaction.
Tier Two of our Account Management System centers around Field Management. Our highly qualified Field Managers work directly with customers to identify brand standards and expectations, provide quality assurance audits, resolve service issues, and provide customized training to staff, vendors, and subcontractors.
The two tiers of our Account Management System work together to make sure that client concerns are identified and addressed within 30 minutes of an initial report, regardless of time of day. If an issue does arise, a field manager will address it on-location. Our meticulously crafted customer care process provides our clients with the confidence in knowing they’ll receive the highest level of service at all times – that’s 24 hours a day, 365 days a year because Details Matter!
Quarterly Business Reviews – Making Sure the Job is Done Right
The Quarterly Business Review is a proactive initiative to guarantee all service delivery and operations goals are met on an ongoing basis. The review process begins with a carefully planned agenda in which we review service delivery and performance with an eye on improvement opportunities, we follow up with satisfaction surveys focusing on current practices and potential problem resolution, and finish the review process by identifying mutual expectations of future operations. This provides an important opportunity to celebrate successes, recognize problems, and determine future trajectories, deepening engagement and commitment for clients and service providers alike.
Reporting & Metrics
Diversified Maintenance uses a wide range of customized reporting and monitoring tools to ensure we consistently meet and exceed client expectations. Our up-to-date, detail-rich reports keep clients in the know by providing feedback on service quality, work site compliance, scheduling, budget adherence, and other essential metrics. For analysis purposes, reports are easily organized according to location, facility type, service type, or time period. Tracking and analyzing such details allows for increased efficiency, ongoing service improvements, and overall cost reduction.
Our reporting tools are straightforward, easy to use, and work both ways. While Diversified Maintenance’s Field Managers provide reports to clients detailing our work on-site, our clients can use the same reporting infrastructure to communicate issues to the Diversified Maintenance Field Help Desk as they arise. Our clients can be sure their concerns will be directed to the appropriate person without delay and addressed immediately.
Adapting to meet the needs of various facility maintenance programs means technological capabilities and expertise must be top priorities. At Diversified Maintenance, we are always up-to-date on the latest technological solutions – maximizing efficiency, ensuring the highest quality of service, and holding us accountable to our clients.
Technology on the Ground
In order to better monitor and report our work to clients in real-time, Field Managers are equipped with iPads that interface directly with Diversified corporate office. Field Manager iPads contain web-based quality control forms customized to track results and gain efficiencies for each individual client – a process that produces data-rich reports, superior service at a reduced cost, as well as more accurate service delivery, management, and invoicing.
Business Intelligence Tools
Diversified utilizes several technological solutions and business intelligence tools across multiple departments, allowing us to expedite internal business processes and better serve our clients.
Pronto Forms enable us to collect and report field data as fast as possible, add rich data to customized forms, and get the job done faster. Our Field Managers complete and submit reports on their iPads and the collected data is submitted in real-time – connecting our clients with the field quickly and efficiently.
As the #1 vendor in business analytics, Oracle boasts the industry’s most complete and integrated range of business intelligence solutions. With Oracle we are able to gain more insight across more data and drive better outcomes across every aspect of our business.
Other technology solutions we employ include Concur for expense management, ADP for expert payroll and employee compliance verification, and WorkForce for time and attendance tracking along with staff scheduling.
Sub-contractor Selection – Only the Best
We are dedicated to sourcing professional, experienced vendors committed to the very best in quality service. All potential vendors and sub-contractors are required to pass Diversified’s rigorous qualification process prior to engagement. Vendors must demonstrate a minimum of three years of pertinent experience with at least two references, they are required to prove all personnel possess legal documents to work in the United States, and must produce all necessary insurance requirements, licenses, and certifications. Once contracted, we draft comprehensive subcontractor agreements detailing the parameters of service delivery. Our policy of paying sub-contractors on a bi-weekly basis further ensures that we retain the best of the best.
Quality Assurance – Exceeding Your Standards
Our goal is to focus on details and exceed brand standards of cleanliness. Our field managers work closely with clients to establish brand standards and expectations. Before operations begin, all of our employees and subcontractors are required to attend comprehensive on-site client-specific training sessions detailing scope of work, safety procedures, equipment and chemical use, and overall best practices. During the initial phase of implementation Field Managers survey sites on a weekly basis filling out our customizable mobile forms ensuring brand standards are met at every level of service delivery. After the implementation phase we continue to conduct surveys on a basis determined by the client and Field Manager. Our ongoing quality control audits are critically important to identifying issues and anomalies in service delivery – guaranteeing uninterrupted first-class service.
Environmental Health & Safety
Diversified Maintenance knows our clients value a safe and environmentally responsible work environment. Doing so is key to maximizing productivity, worker satisfaction, and management peace of mind. To this end, we are heavily invested in our Environmental Health & Safety Program.
Our full time Environmental Health & Safety Director is a fully certified OSHA authorized instructor in OSHA 10 and OSHA 30 and is responsible for ensuring proper procedures are employed at every level of service delivery. In this capacity, our EH&S Director trains all our on-site Field Managers to act as local EH&S representatives – making sure that every facility we service is staffed with personnel fully trained on procedure, proper chemical and equipment safety, and other pertinent details necessary for successful job performance.
Our Environmental Health & Safety Director continually works with our managers in the field and performs periodic safety audits to ensure the safest working conditions are met and the highest level of work performance is achieved.
A Safe Environment Starts With Training
Diversified Maintenance’s extensive commitment to training establishes a cornerstone basis for providing quality, client-focused maintenance solutions. All our supervisors and employees are taught the latest cleaning and maintenance techniques and safety procedures. Systematic retraining is conducted regularly so our work force continually learns the best ways to provide optimum janitorial and maintenance services.
Every employee is also equipped with our expertly researched and updated Safety Manual, allowing workers to quickly and easily stay current with relevant and timely field safety procedures.
Award Winning Safety
In addition to being recognized by our peers as an industry leader in safety, Diversified Maintenance has been the proud recipient of a number of coveted nationwide awards, further reflecting our commitment to establishing and maintaining a comprehensive safety program that is second to none.
- Building Service Contractors Association International (BSCAI) Annual Overall Employee and Vehicle Safety Award
- Alabama Workplace Safety Award (12-24 Consecutive Months without an Employee Lost-Time Injury)
- Georgia Department of Labor Award of Excellence (250 Workdays with No Days Away)
- Georgia Safety, Health and Environmental Conference Award
At Diversified Maintenance we care about our clients’ business environments. That’s why we are proud in our investment to become CIMS certified. From simple sustainable solutions such as environmentally friendly chemicals, to more involved recycling programs and microfiber systems, we have the knowledge, tools and processes to meet clients’ needs and help them attain their sustainability goals.
Diversified is dedicated to developing innovative ways to better help our clients on their journey to sustainability. To date we have deployed a number of initiatives including the use of Green Seal certified cleaning chemicals, waste stream management systems, recycling, indoor air quality, elimination of aggressive chemicals, the reduction of water and air pollution, the use of recyclable packaging in supplies, the application of concentrated chemicals and dilution systems, the use of consumables with maximum recycled content, energy management programs, electric and hybrid vehicles, and high efficiency cleaning equipment.
Moreover, we have developed our own Green Manual to train our employees in the best methods of achieving sustainability. The manual addresses topics such as keys to understanding where our clients are on their journey to sustainability, how to implement environmentally friendly programs, and worker health and safety considerations. The manual also covers sustainable tools, equipment, chemicals, and processes.
In addition, we host regular sustainability training meetings for our employees where vendors and suppliers instruct our supervisors and managers on how to implement the latest techniques and processes. At Diversified Maintenance, we take our clients’ dedication to sustainable practices seriously, ensuring that our organization and employees are up-to-date on the latest research and developments taking place at national and international levels in order to consistently meet and exceed client expectations.