Services

Capstan helps corporate real estate leaders transform their organizations and optimize service provider relationships to deliver high-quality services to business units and employees.

Organizational Transformation

Image of business partners discussing documents and ideas at meeting

CRE STRATEGY

CRE groups must develop implement strategies for portfolio management, operations improvement, customer relationship management, cost reduction, sourcing and a host of other challenges.

Key Performance Indicator (KPI) using BI metrics, target, success

BENCHMARKING

Knowing where you are is only half of the picture. Are you paying too much for services? Are your internal costs running too high? How do the costs of your portfolio and productivity of your staff and vendors compare to peer group companies?

SOURCING STRATEGY

Sourcing strategies for CRE and FM services vary based on business imperatives and the generation of outsourcing the company is in now.

ORGANIZATION DESIGN

CRE executives are under increasing pressure to improve services yet reduce operating expenses. They need to find great people and design an organization to deploy them effectively. Functional, regional and hybrid models with centers of excellence all have unique advantages depending on the staff skill sets, real estate assets, company business model and CRE outsourcing strategy.

PROCESS IMPROVEMENT

Efficient and effective delivery of CRE/FM services starts with solid processes on both the client and service provider sides. Whether a Total Quality Management, Six Sigma, Lean or other approach to process improvement is deployed, leading CRE groups are trying to standardize their policies, practices and processes around the globe.

Request for proposal RFP background concept

RFP DEVELOPMENT

What are the components of a good Request for Proposal for corporate real estate services? Capstan takes pride in delivering RFPs that clearly explain the current state of the services in scope, what the client hopes to achieve with the process, and how proposals will be evaluated.

Diagram of Managing Outsourcing Strategy

RFP PROCESS MANAGEMENT

Managing an RFP process is a team effort between client departments (CRE, Sourcing, Legal, etc.) and the consultant. Capstan’s methodology encourages interactions throughout the RFP process between client CRE managers and personnel from each service provider, particularly with proposed account team members.

Negotiations concept, different businesspeople discussing deal details at group meeting

CONTRACT NEGOTIATIONS

Capstan has templates and market benchmarks for drafting and negotiating master service agreement terms and conditions. We focus primarily on commercial terms negotiated in the Pricing, Governance, Performance Management and Transition Assistance portions of a contract.

CONTRACT RENEGOTIATION

Why rebid an outsourcing contract if you are satisfied with the current service quality and cost? If clients can be assured that their agreement is “at market”, they may prefer to negotiate a contract extension with the incumbent provider.

TRANSITION MANAGEMENT

Transitions are difficult. People transfers, on-boarding new vendors, data transfers, technologies and reports, managing customer relations, etc. A Project Management Office may be the best approach to overseeing the process.

Compliance concept with icons, virtual screen, businessman touching button

GOVERNANCE PROCESS DESIGN

Capstan designs a governance framework, defines roles and responsibilities for region and function leaders, and maps the processes required to achieve the goals of the outsourcing initiative.

Group of business people working as team in office

RETAINED TEAM TRAINING

A key to assuring that the governance system is successful is to train the internal stay behind team on the details of the contract, including how budgeting, reporting, pricing, change orders, KPIs, and day to day operations are to be managed.