Caltex has over 1,600 retail outlets spread across Australia. To reduce supplier management costs and increase efficiencies, they required a sole maintenance provider. The scope of works included general building and electrical services across all aspects of the retail portfolio and asset listings. This large-scale refresh included full signage upgrades, painting and finishes, plus flooring remediation and replacements. With over 7,500 yearly ad-hoc maintenance requests across 1,284 sites, Caltex needed a dedicated facilities management solution.
A strong emphasis on HSSE & OHS regulations meant that Caltex chose Modus for its ability to adhere to strict safety protocols. Prompt response times, accessible customer service, and accurate KPI tracking were also key to this commission.
Modus was also enlisted to supply construction management services for projects up to $400k including shop upgrades and fitouts, hydraulic and mechanical upgrades, and upgrades to energy efficient LED lighting.
Caltex was able to contract Modus as a sole supplier due to their proven ability to manage a sub-contractor database of over 3,000 trades while adhering to current HSSE & WHS compliance obligations. To deliver on this important standard, Modus implemented the ‘Rapid Induct’ contractor management system and regular additional toolbox meetings. Modus also made a significant investment in national seminars for contractors using external training and educational experts.
Modus provides Caltex with a centralised customer services helpdesk and aligns its processes and reporting mechanisms to ensure KPI tracking and completions are accurate and reported correctly. Included is a priority work order system that labels the works as P1 (response within 1hr on-site) to a P4 (response within 3 days on-site).
Modus regularly achieves over 96% success rate with KPI targets that include measurements on response times, quality assurance, management, and administration practices.