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Case Studies
Our customer is one of the largest entertainment operators in the Oceania region, dual-listed on the Australian and New Zealand stock exchanges. The Group owns and operates five casinos, three bars, and 18 restaurants across New Zealand and Australia - with a portfolio that continues to grow, including the development of a major new convention centre in New Zealand.
With a facilities team dedicated to delivering exceptional patron experiences - from temperature control and lighting to wayfinding - FMI Works sits at the heart of how they manage, maintain, and continually improve their venues.
Despite being early adopters of facilities management software, this customer's operations had gradually slipped back into paper-heavy habits. Work orders were printed, completed, and stacked in 'done' piles on desks - offering little visibility, creating a real risk of jobs being lost, and leaving the facilities team disconnected from what was actually happening across their venues. Each property operated in isolation, with no consistent processes or shared data across the portfolio.
By 2015, the Group recognised it was time to take decisive action. The facilities team wanted centralised visibility across all sites, improved confidence in their data, and a technology platform capable of scaling alongside the business. With a new convention centre in development and an increasingly complex asset base to manage, a fragmented, paper-driven approach was no longer sustainable.
"We were working with literal piles of paper on people's desks. They would print a job out, and when it was done would put it in a 'done' pile. We had little visibility over what work was happening, and it was easy for jobs to get lost."
- Director of Facilities
Following a rigorous procurement process - including direct conversations with users across a range of competing platforms - the group selected FMI Works as the foundation for their facilities management transformation.
The chosen solution needed to be intuitive enough for end users, capable of delivering meaningful data insights, and built to support growing compliance and reporting requirements. FMI Works met all three criteria.
Rather than attempting a big-bang rollout, the team took a deliberate, phased approach - implementing incremental changes that allowed the business to adapt at a manageable pace. The facilities team worked closely with FMI's senior consultants to redesign their processes from the ground up, ensuring the data captured from day one would be accurate, consistent, and genuinely useful.
A 'champion for change' was identified from within the team - an internal advocate who embedded alongside the FMI onboarding team and became the organisation's subject matter expert, driving adoption organically and sustainably.
The transformation in this customer's approach to maintenance has been profound. With full visibility across all venues, the facilities team no longer waits for problems to be reported - they proactively visit sites, identify issues before they escalate, and act on them early. This shift from reactive to proactive maintenance has reduced disruption, improved asset performance, and raised the standard of the patron experience across the entire portfolio.
"We now go out to the different sites to proactively check if there is anything that needs doing, which allows us to act on things before they become a bigger deal."
- Director of Facilities
The consistent, portfolio-wide data now available through FMI Works has given the Group a new kind of operational intelligence. The facilities team can identify anomalies in job volumes - if a site is logging fewer requests than usual, that's a signal worth investigating, not ignoring. This visibility has also strengthened the team's relationship with the broader business, enabling confident, evidence-based conversations with stakeholders across the organisation.
"The visibility in the system has allowed us to further develop our relationship with the broader business. We can say to someone in one of the restaurants that we've noticed they've logged fewer jobs than normal this month - and dig into why."
- Director of Facilities
Perhaps the most enduring outcome of this implementation is the impact on the people doing the work. With clearly defined daily priorities, mobile-enabled workflows, and processes that actually fit how the team operates, staff end each day with a genuine sense of accomplishment. The cultural shift is real - and it matters, because in a business where the patron experience is everything, a motivated, effective facilities team is a competitive advantage.
"The team are happier because the systems and processes we use now better fit the way they work. They know what they need to be doing every day, and are able to finish each day with a sense of accomplishment and fulfilment."
- Company Spokesperson
See how facilities teams use the FMI platform to solve challenges and drive results.
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