Case Study: Growing with Our Clients
Tailored service solutions to meet a University’s changing needs
University environments are complicated ecosystems that often require the support of multiple vendors in order to successfully operate. As such, it is extremely important for universities to select the right partners who can help them achieve their end goal: providing a positive student experience. A university in California was experiencing the operational challenges associated with a growing student population and needed an experienced service partner to take over their janitorial services. Up until 2002, the university had been using an in-house cleaning team. But as the campus expanded, the in-house team could not provide the routine scheduling or efficient cleaning protocols needed to maintain service levels on a high-traffic campus. The university understood that the appearance and cleanliness of the campus impacted the perceptions of current and prospective students, as well as the impressions of their faculty, staff, donors, and alumni. Because the in-house cleaning staff was unable to provide adequate services to a growing campus, the janitorial needs of the university were hindering its growth and negatively impacting its image.
Marsden was hired in 2002 to provide janitorial and specialty facility services for the university. The implementation plan required Marsden to develop a more efficient scope of work utilizing special service scheduling, labor management tools, day cleaning, and team and zone cleaning. Marsden also implemented green cleaning practices and products, including microfiber mops, HEPA filtration vacuums, and microfiber cleaning cloths. Once the initial implementation was complete, Marsden continued to transition with the client. In an account experiencing continuous growth, Marsden needed to remain flexible and adjust service solutions to the university’s changing needs. It was important that Marsden maintain regular communication with the client to align program and staffing growth with the campus growth. As new buildings were erected, Marsden assisted with construction challenges and cleanup and then coordinated with the client to expand our services to include the new buildings. We have continued to support the client by upgrading our technologies and implementing more efficient equipment. Through our key chemical and equipment partners, we have secured innovative products that have increased productivity while still maintaining cost-effectiveness.
Over the past 15 years, Marsden has continued to grow with the university. Under the initial contract, Marsden was responsible for cleaning four buildings and provided eight full-time staff. As of 2018, Marsden cleans over 40 buildings and has 52 employees onsite, including a full-time site manager.