How Thermo Fisher Scientific Automates Facility Operations Across 1,500+ Rooms

The Operational Challenge

Administering more than 1,500 rooms across expansive facility sites with over 1,600 employees submitting service requests and incident reports created heavy administrative friction. Dedicated dispatch coordinators had to manually sort and forward tasks via email to external vendors or internal technicians. Without structured routing, request creators lacked status visibility, tasks were prone to slipping through the cracks, and evaluating vendor performance remained subjective without verified quality checkpoints.

The Solution with Serfy

Thermo Fisher Scientific centralized facility operations and maintenance with Serfy. Dedicated operations teams configured custom workflows to automatically route incoming requests. When third-party vendors complete work orders, responsible managers are instantly notified to inspect and either approve or return the task for rework—guaranteeing 100% execution quality. Built-in NPS reporting delivers objective vendor performance ratings. Tasks outside contractor scope are dynamically reassigned to the internal maintenance team, while Serfy automatically tracks resolution time and keeps the original requester continuously informed.

“Serfy is essential for administering over 1,500 rooms across our facilities, with more than 1,600 people registering requests and incident reports. Dedicated teams leverage automated workflows so we no longer need dispatch administrators forwarding tasks via email. When vendors complete work, responsible managers verify and approve or return tasks, guaranteeing 100% quality, while built-in NPS reports provide objective vendor evaluations. I cannot imagine managing our operations without Serfy now—our team productivity and service quality have noticeably improved.”

Facilities & Site Operations Lead

Enterprise Site & Facility Administration, Thermo Fisher Scientific

Measurable Business Results