The economic growth and infrastructure development of the UAE have made it one of the fastest-growing markets in the world for facility management services. Being home to several colossal structures and facilities, the country needs people with a high level of expertise who can provide specialized services. The services must be aligned with the client’s expectations as they often have varying requirements for their facilities. Moreover, advanced technology and automation should be incorporated to enhance the efficiency of facility management operations. In addition, sustainability practices need to be followed to reduce the environmental impact of facility management services.
Fulfilling these requirements is Aditya Tuli, the CEO of Primary Group which provides a comprehensive range of facilities management services that are customer-centric. Primary Group of Companies uses cutting-edge technology to improve efficiency and follows sustainability practices to mitigate the environmental impact of operations. Founded in 2019, the group has quickly gained recognition for its commitment to delivering top-tier integrated facility management solutions.
“With over two decades of collective experience in UAE’s facilities management sector, my team and I established this group of companies. We identified the market intricacies and client needs, and aimed to redefine excellence in facilities management services with a commitment to exceed contractual obligations,” says Aditya Tuli. He attributes his success to the prayers and blessings of his mother and the unwavering support of his wife.
Primary Group’s comprehensive services cover maintenance, security, cleaning, energy management, and space planning. Its dedicated team ensures well-maintained facilities, robust security, immaculate cleanliness, optimized energy usage, and efficient workspace planning, all contributing to enhanced functionality, safety, and sustainability.
In the field of facilities management, Aditya Tuli, an entrepreneurial leader with diverse experience, brings a wealth of advantages to Primary Group. His adaptability allows Primary Group of Companies to navigate a broad spectrum of issues, from maintenance to sustainability, adjusting to evolving industry trends. He excels in problem-solving, identifying and addressing challenges creatively. By prioritizing customer satisfaction, he has exceeded expectations to retain clients.
His financial acumen has ensured cost-effective operations without compromising quality. Leveraging his entrepreneurial spirit, he drives innovation by introducing avant-garde technologies and best practices. Moreover, his effective communication and long-term strategic vision have led Primary Group of Companies on a path of continuous growth.
Under Aditya’s leadership, a client-centric culture has permeated the group, prioritizing client satisfaction. Every employee of Primary Group comprehends the importance of meeting client needs and actively seeks client feedback through various channels, utilizing their insights for continuous service enhancement. Dedicated account managers and customer success teams are there to provide personalized attention to each client.
Primary Group of Companies establishes clear Service Level Agreements (SLAs) to define expectations, and regularly monitors and reports on them. Maintaining transparent communication with clients, it offers regular updates and information about projects and services. The group has invested in training to enhance employee customer service skills, enabling them to meet client expectations.
Tailored Services, Sustaining Relationships
To streamline client management processes, Primary Group has implemented quality assurance procedures to monitor and enhance service quality. It has segmented clients based on their unique needs, tailoring services and communication accordingly.
Aditya fosters a culture of continuous improvement and encourages employees to suggest ideas for enhanced client service. His team defines key performance indicators (KPIs) to measure client satisfaction and service quality, taking action based on results. Ensuring that client management processes are scalable as the group of companies grows, it considers task automation for sustained efficiency. In addition, it has developed client retention strategies, such as loyalty programs, to encourage long-term relationships.
When it comes to the adoption of technology, Primary Group leverages customized facility management software to centralize the management of facilities, covering maintenance, asset management, space planning, and energy management. IoT devices and sensors collect data on equipment performance, occupancy, and environmental conditions, facilitating predictive maintenance and resource optimization. Through advanced data analytics and machine learning, the group predicts potential equipment failures, reducing downtime and costs.
Then there are energy management systems that monitor and control energy usage, identifying savings opportunities. To ensure efficient service delivery, Primary Group adopts mobile workforce management, enhancing work order management and asset tracking. Through remote monitoring, the group is able to respond swiftly to issues, while its CMMS software schedules and tracks maintenance tasks.
Client-centric Approach
Fostering a client-centric culture starts with leadership commitment. Aditya’s commitment as an owner and head of the family sets the tone for the entire group of companies to follow the clear vision and mission. Primary Group has established a clear and inspiring vision and mission statement that emphasizes innovation, client satisfaction, and excellence as fundamental goals. Primary Group of Companies has created an environment where employees are empowered to contribute their ideas and take ownership of their work.
We identified the market intricacies & client needs & aimed to redefine Excellence in facilities Management Services with a commitment to exceed contractual obligations
Primary Group takes pride in its client-centric approach, and it has achieved remarkable results without spending a single penny on marketing. Its client culture is deeply ingrained, with a strong focus on client feedback and dedicated account management. The group adheres to service-level agreements, maintains open communication channels, invests in team training and development, and utilizes advanced technology, including CRM systems. Quality assurance, client segmentation, and a proactive problem-solving approach are key to its operations. It continuously strives for improvement and provides clients with educational resources. The group of companies’ client retention rate stands at 100 percent, with substantial year-on-year growth.
In the competitive facilities management industry, unique strengths set companies apart and contribute to their competitive advantage. Primary Group’s expertise and industry-specific knowledge, including best practices, regulations, and customized solutions, distinguishes it from others. Its comprehensive and integrated facility management services simplify the client experience by providing a single point of contact for various services, reducing the need for multiple vendors. Primary Group of Companies takes the time to thoroughly understand each client’s core business and expectations, ensuring that it delivers tailored services.
Commitment to Safety
Giving due importance to safety during its operations, Primary Group has implemented a robust Occupational Health and Safety Management System (OHSMS), like ISO 45001, which signifies its commitment to employee well-being. This system encompasses risk assessments, incident reporting, and ongoing safety enhancement. Comprehensive safety training, including equipment use and handling hazardous materials, is provided to all employees. Moreover, the group ensures access to Personal Protective Equipment (PPE) when necessary.
Its emergency response plans cover various scenarios, while regular safety audits and inspections identify and mitigate hazards. The group also follows an incident reporting process that aims to prevent recurrences, along with strict regulatory compliance. Safety committees and contractor safety standards further demonstrate its dedication to safety.
With regard to quality control, Primary Group has established robust quality check processes and continuous improvement initiatives. Its broad geographical reach ensures widespread client service, especially for clients with multiple locations, eliminating the need for multiple vendors. The group’s proven track record, strong focus on safety compliance, proactive risk management, and an innovation-driven culture underscores its reliability. Its commitment to transparency, ethical and social responsibility, and client education distinguishes it in the facility management industry.
Going forward, Primary Group’s vision is to become the leading local provider of integrated facility management solutions. It is committed to establishing new industry benchmarks in service excellence, sustainability, and innovation.
Aditya Tuli, CEO, Primary Group
Aditya is an experienced professional hailing from a business-oriented family with diverse interests. With nearly two decades of expertise, he boasts a noteworthy history of client management and a commitment to delivering outstanding quality and services through his team. Recognized through various awards for his exceptional management and leadership approach, aditya has played a pivotal role in the growth of the primary group of companies.
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