What are the emerging customer needs for digital-services in the facility-management industry?

Business Development

Sprintly Sprintly


The facility management industry is a fragmented and complex industry. Their customers consist of incumbent construction industry players who inherently are risk-averse.

Thus in order for the FM industry to grow, they have to prove that their solutions are well-founded in customer needs and a have strong business case.



New application areas identified


Supported the strategy team

Quick Summary

FacilityCo. sought support to determine potential areas for growth in their digital offering. Especially by mapping competition and identifying the unmet needs of their customers. The goal for FacilityCo. was to evolve from a service provider to becoming a strategic partner for their customer.

The key questions addressed in the project:

Q1. What are the market trends and drivers of the facility management industry?
Q2. What are the unmet needs in the market?
Q3. How can FacilityCo. serve those unmet needs of the market?

The Situation

FacilityCo. employed Sprintly team to accelerate their understanding of the industry and the potential areas to expand their services. This sprint identified three major trends for FacilityCo.

Our Approach

Sprintly team conducted a three-phase project:

Phase1: Identify market trends and drivers impacting the industry

To understand the Facility Management industry the team conducted a thorough mapping of industry trends and drivers. The team selected two markets for a deep dive - Retail & Office. Next, the team identified trends for each market, additionally mapped current solution providers within each market segment. During this phase, the team collected deeper insights on the current solution provider’s products, the team listed their features, functionality, capability, and benefits.

Phase2: Insights creation from the benchmarks

During this phase, based on the collected information the team consolidated market insights into prominent five themes such as:

  • Need for rich and accurate data about the occupants’ behavior in a building
  • Integrating systems in a dynamic and functional way, in order to fulfill business goals
  • Adoption of sensors to identify demand-based maintenance instead of fixed schedules.

Phase3: Mapping opportunity areas

During this phase, the team outlined the potential solution areas for FacilityCo. Those solutions were drafted on a time horizon for instance, the first horizon provided inefficiencies in the information flow and a detailed solution to improve the quality. It highlighted the gaps in the information flow and recommended solution with automated workflow for faster work order creation. The team additionally identified 3 other solution areas for FacilityCo.


Sprintly team identified key trends that drive the growth of the facility management industry. Each of these drivers was supported by concrete recommendations. The proposed recommendations supported FacilityCo. in their strategy development process.