Insights
Date: 27 March 2024
Publication: IFMA España
Author: Enric Paradela Delgado
At Macro, we have made significant strides in establishing a robust technological infrastructure, enabling us to deliver a fully data-driven service for our clients.
As we work with a wide range of sectors including financial services, manufacturing and retail one thing is clear: every client is on a unique journey towards becoming ‘smart’ in the way their buildings operate, the systems they use, and the level of data insights they can gather. Despite these variations, there is a common thread – Artificial Intelligence (AI) is revolutionising the Facilities Management (FM) sector. Many of our clients are trusting us to guide them in leveraging AI for increased automation, predictability, cost savings, and an enhanced end-user experience.
These initiatives and innovations across our FM and technology strategy are driven by our Centre of Excellence team led by Nick Garniss, which has a team of subject matter experts who are responsible for capturing, assessing and onboarding new solutions that use AI to support and elevate the work done by our FM teams on the ground.
The three key areas of focus in our technology programme are operational efficiencies, workplace experience and sustainability.
AI’s ability to analyse data from sensors and equipment is transforming how we manage hard services. By predicting when maintenance is needed and detecting anomalies in asset performance, AI helps prevent breakdowns and reduces downtime. This is particularly important in sectors where a breakdown of an asset would directly impact the production volume and sales, such as manufacturing and retail clients.
Predictive maintenance and remote control of assets like lifts and HVAC systems are reshaping the FM landscape. These innovations allow us to move from traditional Planned Preventative Maintenance (PPM), often reliant on frequent site visits and manual inspections to more dynamic, data-driven approaches. With AI, we can monitor the condition of critical assets such as pumps or automate some of the water temperature checks we need to carry out as part of our health and safety compliance, enabling us to gain real-time data, react more quickly, and reduce both costs and the need for extensive travel from our suppliers.
This initiative is proving to be of high interest for clients with an extensive property portfolio. We’re supporting both Public Sector clients in the UK and global businesses, which currently require monthly site visits for manual PPMs in remote and low occupied locations and this has a direct impact our maintenance expenditure.
AI is also enhancing security through AI-powered cameras and advanced analytics. These systems are detecting anomalies, health and safety risks, and unauthorised access while offering real-time occupancy insights. This evolution in surveillance ensures buildings are safer and more efficient.
Technology is redefining how employees and building users interact with their workspaces. We have seen how AI-powered chatbots, which handle routine inquiries and requests, are improving communication and response times. These applications are often integrated into digital reception and helpdesk solutions, streamlining operations and supporting Front of House teams in managing work orders more efficiently.
Looking forward, we see a future where employees can engage with their own ‘personal assistant’ via a workplace app. This app will empower employees to manage their experience and workspace in a more personalised way, thanks to the capabilities of AI.
From an operational perspective, AI is revolutionising space allocation. By analysing workplace occupancy data, AI provides FM managers with actionable insights to optimise the workplace and services, ultimately making better-informed decisions on real estate management.
Together with our Responsible Business team, we’ve partnered with several software platforms using AI to optimise energy efficiency. These platforms analyse usage trends and integrate with Building Management Systems (BMS) to adjust HVAC systems and lighting accordingly, reducing energy consumption and operational costs.
AI is also playing a critical role in helping clients achieve Net Zero targets. By identifying patterns and implementing smarter energy systems, AI enables faster progress towards sustainability goals. However, as this technology continues to evolve rapidly, pilot programs and business cases that prove tangible benefits and short (1-3 years) return on investment are essential for gaining client buy-in. For instance, we are currently working on a project for a client in the corporate sector in London where via the deployment of various occupancy and environmental sensors and the integration of these into a digital twin and BMS, we foresee a minimum reduction in energy cost of at least 14% annually for the Head Office.
At Macro, we're harnessing the power of AI to streamline and enhance key processes across the business. One way we’re using AI is to assist in putting together bid proposals, allowing us to automate the initial stages and focus more time and energy on tailoring solutions that best meet the unique needs of our clients. Additionally, we are exploring AI to help us efficiently filter through the large volumes (circa 70,000) of CVs we receive each year, ensuring that we identify the most suitable candidates. This AI-driven approach not only speeds up the hiring process but also helps reduce unconscious bias, making our recruitment efforts more inclusive and objective. These innovations are empowering our teams to be more efficient, effective, and forward-thinking in everything they do.
While the adoption of AI in FM is set to grow exponentially, it’s important to remember that we are still in the early stages of education and exploration. Many organisations are just beginning to unlock the true potential of this technology. Early adopters with innovation at the forefront will be the pioneers reshaping this industry, driving better outcomes not just for facilities management, but for businesses and their people at large.
By staying ahead of the curve and exploring AI-driven solutions, we can create more efficient, sustainable, and dynamic work environments that benefit both clients and users. The future is here and embracing it will yield far-reaching benefits for all.