Posted 2nd October 2025 by Rob Whalley

More Than Just a Number: Building Genuine Partnerships with Your Software Provider

When organisations invest in a facilities/estates management software solution (CAFM - Computer-Aided Facilities Management or CMMS - Computerised Maintenance Management), they often focus on features, cost, and functionality. But there’s another factor that can make or break the success of your system: the relationship with your provider.

Too often, customers feel like they’re just a number—passed between support desks and account managers, re-explaining the same issues to new faces, and struggling to feel truly understood. The right provider should make you feel valued, listened to, and supported every step of the way.

Why Relationships Matter

Implementing and running a facilities management software solution isn’t just a one-off project—it’s an ongoing partnership. Your business evolves, your challenges change, and your software needs to adapt with you. That’s why the relationship with your provider is just as important as the product itself.

When you know the people behind the software—and they know you—it builds a foundation of trust and collaboration.

avoid being a number

Here are some key things to look out for when choosing and working with a provider:

1. Know the Team by Name
   You don’t just log tickets—you get to speak to real people, beit a support desk or account manager, who know your business and your history. That familiarity speeds up support and builds confidence.
2. Low Staff Turnover
   A provider with a stable team means consistency. You won’t have to reintroduce your business to a new account manager or support contact every few months. Continuity saves time and strengthens the partnership.
3. Proactive Communication
   A good provider is one who checks in with you, not just when renewals are due. They share updates, ask about how things are going, and keep you informed.
4. Customer-Led Development
   Feedback you provide doesn’t disappear into a void—it actively shapes product improvements and roadmaps.
5. Partnership Mindset
   Ensure you are treated as an important client, no matter your size. Your goals are their goals.

Longevity Matters as Much as New Wins

When assessing potential providers, it’s tempting to focus on how many recent installations they can list, or request references/case studies of installs in the last year or so. While that’s useful, it doesn’t tell the whole story. A more revealing measure is the average length of time clients stay with them.

A provider with customers who have been on board for 10, 15, or even 20 years demonstrates a proven ability to deliver ongoing value, adapt to evolving needs, and maintain strong relationships over time. Long-term partnerships are a sign of trust, reliability, and consistent service.

It’s also worth considering the longevity of the provider itself. How long have they been operating as a facilities software specialist? A company with decades of experience is more likely to have weathered industry changes, proven the resilience of its platform, and built the financial and technical stability needed to support you well into the future. Providers who have only been around for a handful of years may still be finding their feet—or could be more vulnerable to market consolidation.

Equally important is staff retention within the provider’s own team. Low staff churn means your account manager, trainers, or support staff are likely to be the same people you deal with for years. That consistency saves you time, reduces frustration, and fosters a deeper mutual understanding.

In a similar vein, another measure of a provider’s strength is the experience of its people. Providers whose teams include those with a facilities management background bring invaluable insight into the challenges you face. That practical background helps ensure the system is not only technically robust but also aligned with the realities of estates and facilities operations. When the people designing, training, and supporting your CAFM system have “been there and done it,” you gain solutions that are relevant, practical, and easier to adopt.

In short: don’t just ask “Who have you installed recently?” — ask “How long have your clients stayed with you? How long have you been established? And how stable is your team?” The answers will give you far greater confidence in the kind of relationship you can expect.

Other Factors to Consider

Alongside personal relationships and longevity, there are bigger-picture considerations that can impact your experience:

• Local or UK-Based Providers
  Working with a company based in the UK often means a better understanding of local legislation, compliance requirements (such as SFG20 or HTM standards), and the nuances of your sector. Being in the same time zone also helps ensure faster, more aligned support.
• Beware of Acquisition Risk
  Larger corporations acquire some independent providers. While this can bring investment, it often dilutes customer focus—support can become slower, pricing structures may change, product development may prioritise shareholder value over client needs, and ultimately, it poses a greater risk of you becoming just a number.
• Is CAFM Their Core Focus?
  For some vendors, facilities management software is just one product in a broader portfolio of business products or services. When it isn’t their core product, development may lag, innovation can stall, and you may find yourself competing with other departments or product lines for attention. A provider whose primary focus is CAFM/CMMS is more likely to evolve the solution in line with your operational challenges.

Why It Matters

For you as the customer: You get quicker, more personalised support, stronger ROI, and a system that truly works for your business.
For the provider: They gain loyal customers, genuine advocates, and valuable insights that help them grow.

It’s not just a business transaction—it’s a relationship built on trust and respect.

Choosing the Right Partner

When evaluating providers, go beyond the product demo. Ask questions like:

• Will I have a consistent point of contact?
• What is your staff turnover like?
• What is the average length of time your customers stay with you?
• How do you ensure continuity in customer support?
• How do you gather and use customer feedback?
• Is your company privately owned and independent?
• Is your primary product or part of a larger suite?
• Are you based in the UK and familiar with our regulatory standards?

These questions reveal whether you’ll be seen as a valued customer—or just another line in their database.

Final Thought

Technology is important, but people, stability, and focus make the difference. The best providers aren’t just selling software—they’re building long-term partnerships. Choose a provider where you know the people behind the product, where staff turnover is low, where clients stay for the long term, where CAFM/CMMS is their core focus, and where local knowledge supports your compliance and operational needs.

At Tabs FM, we’ve built our reputation on exactly these principles. With very low staff turnover rates, many of our team have worked alongside our clients for decades, offering industry experience and providing consistency and continuity. Our customer relationships are measured not in months but in decades, with clients who have trusted us through multiple system evolutions and changing industry standards.

Facilities management software solutions are not just one product in our portfolio—it’s our sole focus. As a UK-based and independently owned provider, we remain agile, responsive, and committed to supporting the unique needs of facilities and estates teams across the country.

That’s why organisations that choose Tabs FM don’t just get software—they get a genuine, long-term partnership. Because in the end, you should never feel like just a number.