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Eptura Workplace has allowed the facilities team to improve operational efficiencies and maintain a higher level of customer service

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- Facilities manager

Global industrial gas provider gains real-time operational visibility across 200+ locations with Eptura

Supporting more than 5,000 employees across approximately 200 locations, this global industrial gas provider used Eptura Workplace to centralize facility operations, establish performance benchmarking, and gain visibility into the management of 270,000 sq. ft. of office space.

Key stats
270,000 sq ft managed
200+ locations supported
Real-time operational visibility

Global industrial gas giant

Industry

Industrial Gas

Employees

65,000+ Worldwide

Location

200+ offices supporting operations across the Americas with global presence spanning 80+ countries

As part of a global organization employing more than 65,000 people and operating across 80+ countries, the company’s Americas operations support more than 5,000 employees in approximately 200 offices.

Despite its size and complexity, facility maintenance requests were still being received through phone calls, emails, and in-person interactions. To improve workplace and facility operations at scale, the organization sought a more efficient and measurable approach to managing facility service requests.

The Challenge

1

Fragmented service requests

Facility requests were managed through multiple channels with no standardized intake process.

2

Lack of performance tracking

Teams couldn't consistently record, monitor, or report on completed work.

3

Reactive resource planning

Leadership lacked benchmarking data to forecast staffing and facility support requirements.

The Global Industrial Gas Provider needed to implement a standardized process for receiving, managing, and reporting on facility service requests across the organization.

The new process would need to quantify the effort required to complete each service request, track the resources involved from start to finish, and establish performance benchmarks that would enable management to proactively forecast future facility resource needs.

The Solution

The Global Industrial Gas Provider’s facilities team identified Eptura Workplace as the ideal solution to deliver a configurable, cloud-based platform for managing facility service requests. The organization required a solution that could provide a centralized service portal, support customized request categories, enable access across locations, and deliver the benchmarking capabilities needed to support reporting goals and operational requirements.

Working closely with the Eptura implementation team, the organization deployed the Service Request Module to create a centralized queue for managing facility requests across all locations, including visibility into:

  • Request type
  • Building and request location
  • Submission time
  • Requestor
  • Assigned technician(s)
  • Current request status

Through a single access point from the company intranet, employees can submit service requests, receive email status updates, and view request resolutions as work is completed.

Facilities teams can dispatch requests to both on-site staff and external vendors while tracking wait times, start times, and completion times for each service request. The team also configured automated monthly, quarterly, and annual preventive maintenance tasks, providing local, regional, and corporate leadership with a comprehensive view of facility operations and performance.

Eptura Solution

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“Eptura Workplace has allowed the facilities team to improve operational efficiencies and maintain a higher level of customer service”

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Facilities Manager

The Results

A lever for real estate transformation

Operational Visibility & Benchmarking

  • Gained visibility into request volume and activity across sites and the broader organization
  • Established benchmarking by service type and assigned technician
  • Centralized maintenance operations
  • Improved reporting and performance measurement across facility operations

Employee Experience & Space Management

  • Simplified service request submission and status tracking for employees
  • Increased visibility into request progress and resolutions
  • Expanded from Service Requests to the Eptura Space Module
  • Enabled management of occupant, space, and utilization data across 270,000 sq. ft. of office space

Corporate leadership can now monitor facility service activity, performance trends, and operational benchmarks across a geographically distributed portfolio of approximately 200 locations, enabling more informed planning and resource allocation decisions. Benchmarking is available by service type and assigned technician, providing greater visibility into operational performance.

Employees can easily submit requests, monitor request status, and review completed resolutions through the self-service portal.

Following a seamless implementation and strong user adoption, leadership recognized the value of having access to accurate, real-time operational statistics and expanded its use of Eptura by implementing the Space Module. With the expanded solution in place, the organization can actively manage occupant and space data while capturing and reporting on space utilization across 270,000 sq. ft. of office space.

Frequently asked questions

  • How can large organizations standardize facility service requests across multiple locations?

    Large organizations often struggle with facility requests arriving through email, phone calls, spreadsheets, and informal conversations. By implementing a centralized workplace management platform, organizations can standardize request intake, automate routing, track request status, and create a consistent service experience across locations. In this case, the global industrial gas provider used Eptura Workplace to establish a single portal for facility requests across approximately 200 locations, improving visibility and operational consistency.

  • What are the benefits of facility service request software?

    Facility service request software helps organizations centralize maintenance and workplace requests, improve response times, increase transparency, and generate operational insights. It allows facilities teams to track work from submission through completion while measuring technician performance, workload, and service demand. The global industrial gas provider gained real-time operational visibility and benchmarking capabilities that supported better reporting and resource planning.

  • How can facilities teams improve workplace operations with real-time data?

    Real-time workplace data gives facilities leaders visibility into request volumes, service trends, technician workloads, and operational performance. By capturing and analyzing this information, organizations can identify bottlenecks, optimize staffing levels, prioritize resources, and make more informed operational decisions. After implementing Eptura Workplace, the organization gained access to accurate operational statistics across its facilities portfolio, enabling data-driven management and benchmarking.

  • How does workplace management software improve the employee experience?

    Modern workplace management software creates a more transparent and efficient experience for employees by providing self-service access to facility requests and status updates. Employees can easily submit requests, track progress, receive notifications, and review resolutions without relying on multiple communication channels. This streamlined experience helped improve service visibility and engagement for employees across the organization's facilities

  • How can organizations manage office space and occupancy data more effectively?

    Organizations can improve space management by consolidating occupancy, utilization, and workplace data within a single platform. Having access to accurate space information allows workplace leaders to understand how space is being used, support planning initiatives, and make better real estate decisions. After achieving success with facility service management, the global industrial gas provider expanded its Eptura deployment to manage occupant and utilization data across 270,000 square feet of office space.