The facilities management (FM) industry is undergoing rapid transformation driven by technological advancements, sustainability efforts, and evolving workforce needs. Shakti Jalali, Commercial Director, India, ISS talks to BW Businessworld on her role, and how ISS India taken to deepen client relationships and enhance service offerings in response to changing customer needs
The facilities management (FM) industry is undergoing rapid transformation driven by technological advancements, sustainability efforts, and evolving workforce needs. In an exclusive conversation with BW Businessworld, Shakti Jalali, Commercial Director, India, ISS, discusses her role, ISS India’s efforts to deepen client relationships, and the company’s approach to adapting its service offerings to meet changing customer needs.
Can you share your journey at ISS India and how your role as Commercial Director has evolved since you joined?
ISS strongly believes in grooming and nurturing talent, and my journey here is a testament to that philosophy. Starting as a Sales Head, I’ve had the privilege of evolving into the role of Commercial Director – a transition that reflects both the organisation’s commitment to developing its people and the immense opportunities it provides. Along the way, I’ve been mentored by some of the finest leaders, including our global CEO and India CEO, whose guidance has been instrumental in shaping my growth.
My journey coincided with our One ISS journey, a pivotal moment. As my role evolved, I became increasingly involved in integrating how we brought the elements across our wide spectrum of products and services to our customers. This role has not only deepened my understanding of ISS’s offerings but also underscored the importance of an integrated, collaborative approach to create value for our clients. It’s been a fulfilling journey of growth, learning, and impact.
How do you leverage your extensive experience in strategic planning and solution selling to drive ISS India’s growth and client satisfaction?
Drawing on my experience, I have been able to drive growth and client satisfaction by leveraging a strategic and client-centric approach:
Deep Engagement Models: We prioritised early and meaningful engagement with clients, focusing on understanding their core concerns rather than merely responding to RFQs. By bringing in my experience in creating fit-for-purpose and scalable solutions, we ensure that our offerings align with clients’ needs while also building a resilient and agile organisation to maintain exceptional client satisfaction.
Identifying the Right Clients: Leveraging my understanding of market dynamics, we have implemented a focused approach to identify and work with clients who resonate with our core values, such as ethics, compliance, and people-first policies. This alignment has fostered stronger partnerships and sustained growth.
Driving Innovation and Future Readiness: By blending global best practices at ISS with our local strengths, we have successfully migrated clients to more futuristic, efficient, and scalable models. This approach enhances their operational effectiveness and reinforces ISS’s position as a trusted partner in their transformation journeys.
Through these strategies, I’ve been able to align our capabilities with client expectations, driving growth while ensuring enduring client satisfaction.
What steps has ISS India taken to deepen client relationships and enhance service offerings in response to changing customer needs?
To address evolving customer needs, we have taken proactive and structured steps to ensure relationship alignment and responsive service offerings:
Prioritising cNPS and Feedback: We have placed significant emphasis on Customer NPS (cNPS), treating feedback as critical input for improvement. Each insight is brainstormed and translated into actionable steps, ensuring we genuinely listen to act on what our customers need and expect.
Dedicated Customer Sponsors: To ensure seamless customer journeys, we have introduced global and local sponsors who take ownership of these relationships. These sponsors are instrumental in setting the necessary interventions to align our efforts with changing customer demands and expectations.
Staying Ahead in a Dynamic Environment: Recognising the rapidly changing landscape, we leverage our Centre of Excellence platforms to anticipate and adapt to shifts in ESG, technology, and the futuristic services and products our customers are seeking. By staying ahead and aligned, we position ourselves as the ideal partner for our clients, ready to support their current and future needs effectively.
With your focus on key account management, what strategies do you employ to retain and grow long-term partnerships with clients?
As mentioned earlier, cNPS serves as a critical tool in helping us realign and repurpose our strategies, along with the strong engagement models that we have to nurture long-tenured and time-tested relationships. By acting on feedback during the client lifecycle rather than at the end of the contract, we ensure that we remain proactive and responsive to their evolving needs.
Retention and growth are continuous and dynamic processes that go beyond transactional engagements. They require deep relationship management, a thorough understanding of the client landscape, and a commitment to consistently bringing in best practices. By collaborating closely with clients and innovating alongside them, we not only retain their trust but also uncover opportunities to grow together, creating lasting value and strengthening our partnerships.
What major trends do you see shaping the facilities management industry, and how is ISS India adapting to these changes?
The FM industry is undergoing rapid transformation, driven by technological advancements, sustainability efforts, and evolving workforce needs. At the heart of this change, digital transformation powered by IoT, AI, and data analytics is enabling predictive maintenance, real-time monitoring, and improved operational efficiency. ISS India is at the forefront of these innovations, using interconnected systems to enhance user experience and reduce costs.
Sustainability has become crucial, with an emphasis on waste reduction, energy efficiency, and green building practices. ISS India is responding by offering energy audits, sustainable building management, and waste management solutions. Additionally, the focus on health and safety post-pandemic has led to the adoption of contactless systems, advanced cleaning technology, and improved air quality controls. Hybrid work arrangements are fostering demand for flexible, people-centred workplaces.
How is ISS India leveraging technology and sustainability practices to stay ahead in the competitive FM space?
ISS India blends sustainability and technology to lead the FM industry, meeting client demands and staying aligned with global trends. The company integrates AI platforms and IoT sensors for predictive maintenance and resource efficiency, deploying smart systems for lighting, HVAC, and robotics for cleaning and security. Data analytics plays a critical role in tracking performance, making informed decisions, and maintaining transparency.
Sustainability remains central to ISS India’s operations, with energy-efficient equipment, renewable energy, energy audits, and waste management solutions. By integrating these technologies with sustainability practices, ISS India provides innovative, effective, and environmentally conscious solutions that enhance customer satisfaction and support ESG goals.
What is your vision for ISS India’s growth in the next five years?
ISS India envisions leading the FM sector through innovation, sustainability, and employee empowerment. The company plans to expand geographically, targeting new regions to meet the growing demand for structured FM solutions. Sustainability and workforce development will remain priorities, with ISS India supporting clients in achieving net-zero carbon goals and aligning with national energy efficiency and waste management priorities.
Collaborations and partnerships will be central to ISS India’s expansion strategy, helping to share best practices, develop new service models, and contribute to the broader goals of the Indian FM industry.
–By Ashish Sinha
