CAFM is a game-changer, but only when you get it right

Mark Hazelwood shares some lessons on making sure your CAFM deployment is a game-changer and not an expensive IT software failure.

Implementing CAFM platforms can be a real game-changer, yet too often I see organisations rolling them out without making the essential investment that really drives value: the data. A CAFM system, no matter how sophisticated, is only ever as effective as the quality of the information it holds, and the culture that surrounds its use. When we implement CAFM, we treat it as a living, breathing ecosystem. That means making sure everyone involved in the FM service – clients, internal teams, suppliers – use it as their single source of truth. If tasks are still being tracked in Excel or email, then the whole point has been missed. Everything must happen within the system.

We’ve seen the added value it offers in action through our contract with Maximus, a specialist service organisation for health and employability, where we cover over 160 locations across the UK. More than 90% of all service calls are logged directly via our CAFM portal. Maximus don’t need to spend time calling or emailing, as they engage with us entirely through the platform. Costs are authorised, data is shared, and reporting is live and fully interactive. We don’t rely on third-party tools or portals; it’s all native to the system.

Integration is key. We’ve connected our CAFM with finance systems, IoT sensors for real-time fault detection, and compliance tools like SFG20. We also use Facilitiesline to monitor supplier accreditations, getting live alerts if anything changes, from expired insurance to health and safety issues. It means we’re not just ticking boxes; we’re operating proactively and with full visibility.

Security is another priority. Given recent high-profile breaches reported in the media, our clients need absolute assurance that their data is safe. Our CAFM is securely hosted and architected with enterprise-level information security in mind.

Lastly, we believe in doing right by the client. Too many providers hand over a CSV file at the end of a contract and call it a day. We take a different view. Our contracts allow clients to transfer ownership of the live system itself. They don’t lose continuity or insight, but retain a working, live environment. It’s about integrity, transparency, and long-term thinking. The way I see it, CAFM is not just a tool but a strategic investment in data, and when you get it right, it transforms how FM can be delivered.