AN EMBASSY SERVICES NEWSLETTER Vol 11 MAY 2016For private circulation only
360SERVICES. 365 DAYS
Client interaction with
officials from civic
Our clients love our
values of honesty
Quite a few of our initiatives in the past few months, contribute to our
overall objective of creating an environment-friendly organization.
Carpooling is one of the initiatives that we keenly support and will
actively promote across our properties. We strongly believe that
carpooling is the way forward to ease the traffic across urban places.
We have also introduced cycles in a couple of our properties as well, to
promote a healthy and pollution-free movement.
The last twelve months have been one of many landmarks for Embassy
We have crossed some pivotal milestones in the organization’s journey
towards excellence – setting up of a new business vertical in the form of FM
Services and venturing outside Embassy Group to undertake the property
management of Blackstone properties in Noida and Pune. Embassy Services
also earned the ISO certifications (9001, 14001 and 18000) last year, as well
as helped several clients to achieve their own certifications.
We also expanded our team and recruited people across the organisation,
including our GM of Operations - Shailendra Nath, keeping in mind our plans
for long term growth. Given the activities of the last quarter, featured here in
this issue, the next few months promise to be both exciting, as well as filled
Over the last quarter, we engaged IMRB – a leading professional market
research organisation to evaluate the demand-need gap for facilities
management services for our clients. This survey was done across our
commercial properties through one-on-one interviews in person, or on
call over a period of 4 weeks. As we do a deep dive into the responses,
we would like to express our gratitude to all those who responded and
shared their views. The fact that almost 50% of our clients took out an
hour from their busy schedules to share their experiences and opinions,
reinstates our confidence in the relationship we share with our clients. In
brief, the key insights that we received were:
• The top three reasons for dissatisfaction with the current service
provider: Service quality levels, adherence to compliances and staff
• More than 70% of the clients have expressed their interest and
possibility of selecting Embassy Services as an Integrated Facilities
Management Service Provider
We are sure that these, and other detailed feedback that we received,
will help us evaluate the requirement and come back with solutions that
are tailor-made for you. We look forward to interacting with you
extensively over the next year, and to bring you customized solutions
at every step.
AN IMRB SURVEY FINDINGS
You were asked to rate various parameters
which are used to consider facility manange-
ment service providers. For the top parameters,
your expectations were asked which have been
Embassy will device an appropriate
strategy to ensure that the services
provided exceed your expectations.
Service Quality, Reputation and Cost
were rated as top three parameters
We are proud to say that we have
25 cycles at Embassy TechVillage
and another 50 cycles at Embassy
TechZone. This is indeed a reflection
of the changing times and the
eco-friendly initiatives that we
as a Company.
As an organization, there are multiple
ways wherein we further our commit-
ment to the environment. With more than
150,000 employees working out of our
office parks, the traffic situation is bound
to be chaotic at times.
Over the last three months, we have
been promoting carpooling by the Park
users. A campaign, titled “It’s cool to
carpool” has been initiated to promote
carpooling amidst the Park users. We
have also tied up with three carpooling
companies – Quick Ride, Pool Circle and
Let’s Drive Along, to make carpooling a
truly successful campaign.
Transport is one of the crucial
value-added services that we
provide to our clients. This started
with BMTC Services nearly 5 years
back, and has grown in leaps and
These services are one of the most
appreciated value adds in our
Today the portfolio of services have
increased and promises to be a
keen focus area.
In January 2016, we commenced our partnership with
Ola Shuttle with the objective of providing a common
flexible commute pool option for Park Users at Embassy
Manyata, Embassy Tech Village and Embassy Tech
Square. Employees can book seats on-the-go on the
available routes and also request additional services. We
believe that the use of technology such as by Ola Shuttle
will not only provide improved commute options for users,
but also help in reducing the traffic around the spaces we
work and live in.
BMTC VOLVO SERVICES
As on March 31st 2016, we manage
a fleet of 81 BMTC AC Volvo services at
Embassy Manyata. These buses ply more
than 8000 KMs every day, and together they
ferry nearly 3600 users across the city of
Embassy Plus is an all-encompassing portal created exclusively for you, the park user of Embassy Services
Properties. It aims at providing interesting and valuable information to the community on a regular basis so as to
enhance your experience and to get the most as an Embassy Park member. Over a period of time, we will add
new segments of information based on your usage and feedback.
Deals: We work on getting the best deals for you by partnering with different merchants.
Blogs: Here you will get a regular dose of useful articles, quotes, tips and blogs that you can read on the go
Fun Activities: Participate in Quizzes and Contests to win exciting prizes!
Events: You can feel good by being part of the offline activities in your park
Classifieds: We think we will be able to provide a platform where you can share value with each other by
providing information that can be useful, and at the same time, offer a good deal.
My Parks: You get necessary information with respect to all aspects of the Park at a single point.
Shailendra Nath has joined our team as General Manager
Operations, and will be responsible for overseeing operations
across our commercial portfolio. His focus will be on driving
further enhancements in our operating processes to enhance
customer satisfaction, as well as supporting business growth
into new verticals for the growth of ESPL.
Shailendra carries an experience of over two decades. Prior to
joining ESPL he has worked with firms like CBRE, Tata Power,
Peninsula Facility Management Services, JLL, Convergys,
EMBASSY 360 – MOBILE APP
The Embassy 360 helpdesk portal has now gone
one step ahead by introducing a mobile app - for
both iOS and Android phones. The helpdesk has
been used over the last year by more than 60% of
users to raise nearly 12000 tickets across our
properties. Almost 10% of the tickets were raised
by the clients with the closure rate, without
escalation, upwards of 90%.
The Embassy 360 tool is an effective tool with
enhanced features to support the operational
issues that clients face in a transparent manner.
The more this service is used, the better we will be
able to improve our quality.
For more information, write to
of users to
of the tickets were
raised by the clients with
the closure rate, without
escalation, upwards of
Lucent Technologies and Honeywell International. His past
experience includes management of large real estate portfolios
comprising of commercial, residential and retail properties and he
has experience of managing various corporate accounts like
Hewitt Associates, BICS, IBM, etc.He also brings with him strong
experience on sustainability, environment, health & safety and
supply chain. He has worked as a certification auditor for ISO
9001 and ISO 14001 with Det Norske Veritas.
Interaction with Dr. MA Saleem –
Additional Commissioner of Police – Traffic
Embassy Services organized an interactive session with the clients
at Embassy Manyata with the Additional Commissioner of Police –
Bangalore Traffic, DR MA Saleem IAS on the 5th of February 2016.
The session was hosted at Cognizant’s office. The session was
attended by representatives from more than 20 companies which
included facility heads and park users as well. Dr.Saleem spoke
about the improvement and hurdles in traffic management across
the city in general and around Embassy Manyata in particular. He
congratulated Embassy on the initiatives taken by us to help
improve traffic around the campus such as the Skywalk and the
carpooling campaign. Post his talk there was a 45 minute Q&A
session which saw more than 10 questions from on a range of
issues. Dr.Saleem answered them in great detail. The session was
very well appreciated by clients with a request for organizing more
Interaction with Dr. Harsha PS, IPS –
Deputy Commissioner of Police – North East Division,
The Embassy Services team works very closely with the local authorities
to ensure safety of our employees in and around the spaces we manage.
As part of the ongoing relationship, the DCP, NE Division, Dr. Harsha PS,
at his own initiative visited Embassy Manyata to have an interaction with
the clients on the topic of women’s safety in the IT sector.
He explained the initiatives that the Police Department has taken and will
be taking such as Whatsapp group for communicating correct information
on a timely basis, templates for complaints to enable remote FIR and
more. He expressed his willingness to take suggestions for improvement
which the esteemed audience, comprised of HR, Admin and employee
representatives provided adequately.
We strongly believe that such interactions with the civic authorities will
help us as a community to be aware of things around and establish
a mutually beneficial relationship.
Client interaction with
ofﬁcials from civic authorities.
NEWS ROUND UP
The Honorable Minister of Agriculture, Karnataka Government, Mr. Krishna Byre Gowda and the sitting MLA from the Byatarayanapura Constituen-
cy, on his own initiative, expressed an interest to meet the heads of clients located at Embassy Manyata. He wanted to address the grave traffic
situation around Embassy Manyata which was leading to chaos, citizen dissatisfaction and loss of productivity. Throughout the hour and a half long,
interactive session he emphasized the need for the individual clients to promote carpooling within our employee community. We also facilitated the
presence of three carpooling app company founders and representatives from BMTC, BBMP and Traffic police. The meeting concluded with Mr.
Gowda promising to keep an eye on the steps taken to improve the situation and do regular milestone meetings.
Interaction with the Honorable Minister of Agriculture, Karnataka Government, Mr. Krishna Byre Gowda
Our clients love our values of honesty.
Here is what they had to say!
“I had misplaced 22,000 /- in the parking area some days back and was so happy to see your team display the best of TRUST, VALUES and INTEG-
RITY by returning the entire amount to me with their due checks. I also want to mention that before handing the money back to me, your team did
all the checks to ensure that they are following all the processes and giving it to correct owner. The Gardener who actually found the money would
not accept any monetary gratitude and he said he was merely doing his duty and wanted only my blessings. I was awe-struck and really wish to
sincerely appreciate the team that you have to work with you. Thanks again team.You people are the real example of "High Values and Integrated
Shikha Srivastava HRP (SLNC-Pune)
“I would like to thank you on behalf of all the children in
school who are grateful to you and your team for a very
clean environment. We really appreciate the time, effort,
manpower and the resources you put in, to make sure
that all the schools are cleaned regularly and maintained
We have received a donation of two spray pumps with
medicine, to protect the schools against the mosquito
hazard. We will be getting our staff to use the same now
that the deep cleaning is done on a regular basis.
Thanks again and hope you can join us in school on Feb
3rd or Feb 6th.”
Colours of Life
"Empowerment Through Education"
“I must say that the support
extended by you all is
remarkable and appreciable. Once
again my sincere thanks to all of you.
Keep up the momentum and
continue to support each other.”
Mercedes-Benz Research and
Development India Pvt. Ltd.
“Thank you Mr.Mahesh and entire Embassy Property
Management office for the prompt help in retrieving my
gold ring which I had lost in the campus. Efforts like
these make us all continue to believe in the value of
ethics and human trust.
Keep up the nice work !!!!
DEEP CLEANING INITIATIVE
As part of our CSR initiatives, we took the responsibility of
‘deep cleaning’ of 8 Government Schools supported by the
Embassy Group and managed by the NGO ‘Colours of Life.’
This is an annual activity conducted absolutely free of cost,
to ensure that the students at these schools get a clean
and healthy environment to pursue their academics.