Spotlight on transparency
APM Terminals operates one of the most comprehensive port and integrated inland service networks in the world. Headquartered in The Hague, Netherlands, the company has 74 terminals in their global network, and handles around 250 vessel calls per day.
The client was looking for a single service provider that could provide scalable facility services for their two major terminals in the Netherlands – Rotterdam and Maasvlakte II.
Maaike Muller-Schoel, Key Account Manager at ISS in The Netherlands, was able to provide a candid account of how our integrated services solution paved the way to business success.
We started by offering our technical services in and around Maasvlakte II terminal, coordinating everything from our 24/7 onsite ISS service desk. From building and property maintenance to electrical installations and waste management, each of these services was delivered by the capable hands of our own people – a strong team of engineering specialists and technical experts.
“This was a relatively new service offering for us in The Netherlands. Never before had we been responsible for the civil maintenance on such a large outside area,” says Maaike. “But working hand in hand with the client and our own skilled people, we were able to deliver our services with great success.”
A year later, we had delivered a 5% cost saving with more savings in scope, and Maasvlakte II decided to extend the contract to include soft services. This meant coordinating everything from food and cleaning services to office supplies. Here, the focus was on transforming the terminal and port into more than just a transient place, creating positive experiences for employees and visitors. The success of the contract extension is reflected in our latest customer satisfaction survey, and mirrored in the response of Maasvlakte II staff.
“We were looking for a partner that could help us reduce costs, while still fostering a well-maintained and safe terminal. To this day, we are on track in our cooperation and confident we will continue to realise our joint objectives,” says Andre Langendoen, Director Procurement and Facilities at Maasvlakte II.