Developing Successful Customer Relationships In B2B

Marketing
ISS Facility Services (Catering)

Team:
Archana D
Gunjan Jajoria
Manuj P Singh
Mrinal Upadhyaya
Sanat Narayankar
Relationship marketing
A form of marketing which emphasizes customer
retention and satisfaction, rather than a focus on point-
of-sale transactions.
Differs from other forms of marketing

Direct Marketing Relationship Marketing

focus on acquisition of new recognizes the long term

clients by targeting value to the firm of
majority demographics keeping customers
based upon prospective
client lists.
Relationship marketing means:
long-term and mutually beneficial arrangement.
buyer and seller focus on value enhancement
goal of providing a more satisfying exchange
make more meaningful and richer contact by providing a
more holistic, personalized purchase, and use the
consumption experience to create stronger ties.
Organizations
ISS integrated facility services pvt. Ltd. and Symbiosis
society.
Symbiosis Society
Dr.S.B. Mujumdar founded Symbiosis in 1971 as an
International Cultural and Educational Centre to
provide a “home away from home” to foreign students
who came pursuit of higher education.
It is a family of 32 academic institutions such as
SIBM, SIFT, SIMS, SCMHRD, SITM and SIMC
providing education, right from kindergarten to post
graduation. 
Symbiosis Bangalore
It is the first offshore-campus of the Symbiosis
International University and hosts SIBM-B and SIMC-
B
There are around 400 students studying at Symbiosis
Bangalore
It is a residential campus so it provides all excellent
facilities to the students.
Symbiosis Bangalore has made an agreement with ISS
Organization to serve food to students and faculty
Nutritious and healthy meal is been provided to the
students and staff.
College Mess works on following timings:
 7:30-10:30AM – Breakfast
12:30-2:30PM – Lunch
4:30-6:00 – Evening Tea
7:30-9:30 – Dinner
Campus also has cafeteria, where Chinese, South Indian
food and Snacks are served on payment basis.
Cafeteria starts in the morning at 9AM and works till
10PM.
 ISS Facility Services
ISS is one of the world’s largest Facility Service
Groups founded in 1901.
ISS operates in 53 countries.
ISS has more than 480,000 employees and more than
100,000 business-to-business customers.
Services offered by ISS
Cleaning services
Catering services
Security services
Facility management
ISS Catering Bangalore
Catering services managed through base kitchen &
onsite kitchens.
23 sites includes many companies and educational
institutes in Bangalore.
17000 meals served daily from base kitchen.
Symbiosis Site
Complete catering services including Mess, Cafeteria,
Bakery & Juice Stall.
Mess & Cafeteria managed by ISS
Bakery & Juice Stall given to sub-vendors
Mess- complete package for 390 plates daily for one
year
Cafeteria- Cash & Carry
ISS catering services at Symbiosis bangalore.
 37 employees

1 unit manager.
3 supervisors.
3 assistance(tea, coffee etc.)
6 cooks.
 2 north Indian food,2- south Indian food, 2-chinese food
2 cashiers.
8 stewards.
8 utility people/employees.
2 vegetable cutting.
3 chapatti making.
1 store keeping.
Selection process by symbiosis
 Three or more quotations called from vendors
Menu and price & quality is criteria
Food tasting
Negotiations on terms and conditions
 Timings for Breakfast, Lunch, Tea & Dinner
 Quality standards & menu
 Notice period for termination of contract
Electricity, utensils and water are provided by the
symbiosis society.
Dress code is provided by ISS and strictly followed.
Cafeteria grocery belongs to ISS.
Working hours for ISS:
7am -9:30 pm
1 year agreement with SIBM bangalore.
Payment is done at the end of every month
Daily business: Rs 35,000. (approx.)
Weekly order is made every Wednesday to standard
vendors by ISS.
Delivery is done every Saturday.
Fresh vegetables and milk are bought daily.
Raw materials eg. Pulses, rice, wheat etc are brought
weekly.
Developing Relationship
Unit manager responsible for all day to day operations
at the site
Smooth functioning of operations & delivering the
appropriate quantity & quality while controlling cost
Take feedback regularly & handle complaints
Take corrective actions to reduce the number of
complaints
Manage emergencies such as shortage
Sustaining Relationship
 To ISS, catering is about creating the right environment and not
just a question of feeding people.
 They do this by providing a balanced, healthy and tasty diet,
served in a comfortable and inviting atmosphere.
 ISS has established a reputation for great food, service and
client satisfaction in both the private and public sectors, from
healthcare to schools, company restaurants, camp messes and
executive dining.
 ISS has an impressive client portfolio with tailored catering
solutions designed specially to meet the ever changing
requirements from our customer.
 Their solutions are as diverse as their customers, but they are all
based on the same values and know-how, which are matched in
collaboration with the customer to accommodate the specific
needs within every solution.
In catering business to develop relationship & ensuring
repeat business is only through consistent delivery
Whether food is liked or not gauged through quantity
of food remaining on counter
Priority to client satisfaction
Adherence to standard procedures & cleanliness
schedules
ISS provides
Skilled, motivated people committed to their needs
A process oriented approach and quality results that at
least meet, if not exceed, expectations, with a unified
standard for all locations
An open, fair financial relationship, with structured,
long term agreements that reflect a mutual belief in
true strategic partnership
What builds a sustainable & profitable
relationship?

Customer satisfaction.
Good quality.
Well motivated staff.
Better hospitality.
Hygienic factor.
Staff grooming.
No internal conflicts.
Empirical research
Companies that invest 10% or more of revenues in
customer experience:
Have significantly lower customer attrition rate
Enjoy referral rates that are twice as high
Are twice as likely to have customer satisfaction score of
81% or more

* 2009 Global Customer Experience Management Benchmark Study

Thanks