Technical Maintenance & Facility Management

On 4 March 2019, the VINCI Facilities Industrie IDF Ouest teams set up concierge services for Mondelēz International in Clamart, southwest of Paris, working with Groupe Opal and seconding a concierge from VFEA. Richard Louise, the account manager, told us about this 100% VINCI Facilities success story.

You have a solid, long-term relationship with Mondelēz. Can you tell us more about that?

Sure, I’ve been at VINCI Facilities for 8 years. I started as account manager at the Thales building in Meudon. Then Thales built its new complex, Hélios, in 2014. That was when I transferred to Mondelēz, a multinational food and beverage company that was moving to an almost 30,000 sq. metre base in Clamart to merge its operations in Rungis, Velizy and Montrouge. I was in charge of managing various FM services there.
2017 was a big year because the American giant called for tenders to outsource all its general services – and our bid won!

What did the call for tenders involve?

It was a Full FM contract that included taking in its personnel (7 people) and the general services (including their sales outlet, mail service, handling, meeting room maintenance and technical maintenance).
The contract will run for 5 years, until 2021.

What services did you offer?

We offered Full FM services covering cleaning, security, reception, water coolers, gardening, regulatory compliance checks and stocking the 200 sq. metre outlet selling Mondelēz products to staff, along with their web portal selling brand products (interfacing with their logistics site) and the services of the Group’s 400 sales executives. The contract also includes mail services and incoming delivery management.

Then we added a level-1 private technical services deal (the shared technical services are managed by a property manager from Foncia). We only handle maintenance in the private areas of the buildings.

On top of that array of services, we’re managing their Business Centre, meaning their modular meeting rooms, which take quite a lot of work.
To provide all those services, we bolstered the team with 5 people from VINCI Facilities.

So we now have 12 people working full time on Facility Management at Mondelēz.

Where did this 100% VINCI Facilities concierge services idea come from?

It came up when Mondelēz moved to Clamart. They already had that service in Rungis and wanted to keep it.
Then we had to shelve it because we didn’t have the organisation we needed to support them and Mondelēz was in the middle of a reorganising at the time.

In 2017, I took advantage of VINCI Facilities’ move to take over Opal to put this project back on the table. Mondelēz has a strong well-being culture, and we had gained maturity and were in a better position thanks to the recent acquisition.
We spent a year building this solution together.

What exactly do the concierge services involve?

First of all, we took over their Joy Bar, a common area where employees can get together, entertain guests and relax. We partnered with JDE, which I was already in touch with, to set up 3 smart, autonomous coffee dispensers (we’re the only ones that have them in France) and snack machines.

The concierge services cover 6 universes: everyday, shopping, practical, home, leisure and well-being services ranging from dry cleaning to shoe repairs and on to organic food baskets, for example. All those services are available from a web portal set up by Opal (via its Tout l’temps press concierge services deal) and we have people on Mondelēz premises all the time.

The Opal teams organise 4 on-site events a year on seasonal themes (Easter, the music festival, etc.).
And they were drawn to our proposal’s social dimension: we seconded Romain, a worker with a disability, from VFEA (VINCI Facilities Entreprise Adaptée), a sheltered company.

What’s the feedback looking like so far?

We started providing the concierge services two months ago. They’re already a big hit but it’s a bit too early to take stock. What I can say is that we’re already seeing a lot of demand for dry cleaning and car washing services. We still need to agree on a location for the car washing services and ascertain they are ecological and have a low environmental impact.