INDUSTRY & MANUFACTURING - ISS

INDUSTRY 

& 

MANUFACTURING 

23

24 © Rexam Beverage Can Italia S.r.l.

” We are satisfied with the work carried out by ISS on 

our Italian plant” 

Lorenzo Garbellini | Managing Director 

Rexam Beverage Can Italia Srl | Italy 

25

26 

FACILITY MANAGEMENT | CLEANING | SUPPORT | PROPERTY | CATERING | SECURITY 

Rexam Beverage Can Italia S.r.l. 

Facts 

Country Italy 

Market segment Industry and Manufacturing 

Customer of ISS since 2011 

Employees at customer 200 

Customer sites 2 

ISS employees on site 4 

Description 

Rexam is a leading global consumer packaging company. It is 

a leading global beverage can maker and one of the global 

leaders in rigid plastic packaging. Its vision is to be the best 

consumer packaging company in the world. 

They are business partners with some of the world’s most 

famous and successful consumer brands as well as young, 

entrepreneurial start-ups. They offer a broad range of packaging 

services and solutions for different industries, using different 

materials and technologies. 

Service Mix 

ISS Italy delivers Facility Management and the following services: 

Cleaning Services, Laundry Services, Waste Management, Pest 

Control, Catering Services, Vending Machines, Landscaping and 

Security Services. 

Contract History 

ISS Italy has delivered Integrated Facility Management Solutions 

since 2011. 

What the Customer Says 

”We are satisfied with the work carried out by ISS on our Italian 

plant.” 

Lorenzo Garbellini, Managing Director 

Account Manager 

Ermanno Poli 

Facility Manager 

Tel.: + 39 348 4080197 

Ermanno.poli@issfacilityservices.it 

ISS Facility Services S.r.l. 

Via E Bugatti 12 

20142 Milano 

Italy 

Tel.: +39 02 82681210 

www.it.issworld.com 

ISS Italy delivering Property Services


BSH DRIVES AND PUMPS, spol. s r.o. 

Facts 

Country Slovakia 

Market segment Industry & Manufacturing 





Description 

The factory in Michalovce produces electric motors for washing 

machines, dryers and dishwashers. The factory produces more 

than seven million engines. The whole production is destined 

for export. The company has experience in acoustics, as well as 

contactless and optical methods. They also place great emphasis 

on low-noise motors. 

Service Mix 

ISS Slovakia carries out Cleaning Services, Technical Building 

Maintenance and Security Services. 


2008 Cleaning Services 

2010 Technical Building Maintenance 

2010 Security Services 


Anna Micaníková 

Manager 

+421 905 571 638 

anna.micanikova@sk.issworld.com 

ISS Facility Services spol. s r.o. 

Mokrán Záhon 2 

821 04 Bratislava 

Slovakia 

Tel : +421 2 32 630 111 

www.sk.issworld.com 

ISS performing Property Services 

27

28 © Intertaba

” After one and a half years of IFMS contract with ISS, 

we’re happy to say we’re experiencing a successful 

partnership with ISS. Common objectives, contract 

ownership and customer orientation (focused on 

innovation and continuous improvement) are the 

key elements of supporting business. We look 

forward to meeting new challenges together with 

ISS as a valid partner for business” 

Alberto Platè | Purchasing Supervisor 

INTERTABA SpA A Philip Morris Affiliate | Italy 

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30 


INTERTABA S.p.A. A Philip Morris Affiliate 

Facts 

Country Italy 




Customer sites 1 site (4 premises) 


Description 

Intertaba S.p.A., based in Zola Predosa, near Bologna, is a 

specialized cigarette filter manufacturing unit, supplying several 

Philip Morris International factories around the world. 

Intertaba S.p.A. became a PMI affiliate in 1964. Over the years, 

the company has built a solid know-how of prototyping and 

producing technologically advanced cigarette filters. 

Intertaba S.p.A currently employs approximately 450 people. 

Its people are globally recognised for their expertise in the 

filter-making process and their drive and commitment towards 

innovation. 

Service Mix 

ISS Italy performs Daily Office Cleaning, Industrial Cleaning, 

Vending Machines, Reception Services, Switchboard, Waste 

Management, Pest Control and Landscaping. 


ISS Italy has delivered Integrated Facility Management Solutions 

since 2010. 


”After one and a half years of IFMS contract with ISS, we’re 

happy to say we’re experiencing a successful partnership 

with ISS. Common objectives, contract ownership and 

customer orientation (focused on innovation and continuous 

improvement) are the key elements of supporting business. We 

look forward to meeting new challenges together with ISS as a 

valid partner for business.” 

Alberto Platè, Purchasing Supervisor 


Carlo Fancinelli 

Site Manager 

Tel.: +39 342 1688710 

carlo.fancinelli@issfacilityservices.it 

ISS Facility Services S.r.l. 

Via E Bugatti 12 

20142 Milano 

Italy 

Tel.: +39 02 82681210 

www.it.issworld.com 

ISS delivering Catering Services

Recreate PMS 

http://www.xella.co.uk/html/gbr/en/index.php 


Xella International GmbH 

Facts 

Country Germany 



Employees at customer 350 employees on German site 

6,950 employees worldwide 


ISS employees on site 18 (of which 6 are full time) 

Description 

The Xella group is a global company that produces building 

materials, dry lining and lime. With about 90 factories in 18 

countries and sales and marketing organisations in about 30 

countries, Xella is flying its flag internationally. In 2011 the 

company employed 6,950 people with a sales volume of Euro 

1.3 billion. 

Service Mix 

ISS Germany provides Catering Services (including breakfast 

and lunch), Conference and Event Services, Vending Machine 

Services, Building Maintenance, Troubleshooting Services, 

Standby Duty (with CAFM software), Reception Services, Mail 

Handling, Security and Cleaning Services. An ISS Account 

Manager is responsible for the overall coordination of all 

Technical and Infrastructure Facility Management Services. 


ISS Germany initially delivered Cleaning Services to one Xella 

building. ISS was then contracted to provide Catering Services 

to Xella’s new central building. 

This has now been extended to include all ISS services for both 

Xella (Catering, Cleaning, Security, Office Support and Pest 

Control) and Property Maintenance for the building’s owner. 


Martin Wrede 

Head of Service Center Düsseldorf 

Tel.: + 49 211 30278 333 

martin.wrede@de.issworld.com 

ISS Facility Services GmbH 

Wanheimer Straße 92 

40468 Düsseldorf 

Germany 

Tel.: +49 211 30278-0 

www.de.issworld.com 

ISS Germany delivering Property Services 

31

“ Audi Brussels recommends ISS as a reliable partner in the 

cleaning and maintaining of its building facilities. The ISS staff 

in Brussels has the ability to work well cross-functionally with 

all the departments ,and has gained the trust and respect of 

all the management. Over the years they’ve proven to be able 

to deliver the necessary flexibility and quality to respond to 

the ever-changing needs of the automotive environment” 

Philippe De Reu | Leiter Beschaffung / Zentrallager 

Audi Brussels | Belgium 

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34 


Audi Brussels 

Facts 

Country Belgium 



Employees at customer 2,750 (2,000 blue collar + 400 white 

collar + 350 interims) + subcontractor 



Description 

Volkswagen has been manufacturing cars in Brussels since 1949. 

A major restructuring took place in 2007, when Volkswagen 

pulled out to be replaced by Audi. Since 2010 the 540,000 m² 

site has been dedicated to the production of the A1, a huge 

commercial success by any measure. Bodywork, paint shop and 

assembly line are done on site. The state-of-the art logistical 

centre “Automotive Park”, with its just-in-time processes, drives 

the production chain; no less than 520 cars are produced daily. 

Service Mix 

Industrial Cleaning and Technical Cleaning of machinery. Daily 

Office Cleaning, Window Cleaning and all Special Cleaning 

assignments, Waste Management, Handyman Services, 

Renovation Services and Grounds Maintenance, Catering 

Services, Single point of contact and Integrated Reporting. 


Some of the companies acquired by ISS had contracts with 

Volkswagen, mainly for Industrial Cleaning. Since 2003, first 

Volkswagen and then Audi, has become an ever more important 

customer for ISS Belgium, adding services and volume to the 

base contract. Audi is one of ISS Belgium’s top 10 customers. 


Audi Brussels recommends ISS as a reliable partner in the 

cleaning and maintaining of its building facilities. The ISS staff 

in Brussels has the ability to work well cross-functionally with 

all the departments ,and has gained the trust and respect of 

all the management. Over the years they’ve proven to be able 

to deliver the necessary flexibility and quality to respond to the 

ever-changing needs of the automotive environment.” 

Philippe De Reu, Leiter Beschaffung / Zentrallager 


Freddy Schepens 

National Sales Manager IC 

Tel.: +32 498 94 84 87 

freddy.schepens@be.issworld.com 

ISS N.V. 

Steenstraat 20/1 

1800 Vilvoorde / Koningslo 

Belgium 

Tel.: +32 2 263 66 11 

www.be.issworld.com 



Enefit Mines Co 

Facts 

Country Estonia 



Employees at customer 3,000 

Customer sites 1 (Indoor approx. 38,000 m 2 , outdoor 

approx. 268,000 m 2 ) 


Description 

Enefit Mines Ltd mines oil shale to supply the electricity and 

oil industries with fuel and raw materials. The company also 

processes the enrichment waste from oil shale, sending it as a 

raw material to the construction materials industry and as gravel 

for road construction. 

The company has four mines; two underground and two 

opencast, and a rail transport unit. 

Service Mix 

ISS Estonia provides Indoor Cleaning, Outdoor Cleaning, 

Laundry Services and Special Cleaning. 


• The first contract for Indoor and Outdoor Cleaning Services 

for Estonia mine and Viru mine was signed with Enefit 

Mines Ltd in 2009. 

• In 2010 we began providing Cleaning services at Aidu 

quarry and Enefit Mines Logistics company sites. 

• In 2011 we started providing Laundry Services on for Estonia 

mine, Viru mine, Aidu quarry and Narva quarry. 

• In 2012 ISS Estonia began providing cleaning Services at 

Narva quarry. 


Tatjana Krutshinkina 

Service manager 

Tel.: + 372 5183441 

tatjana.krutshinkina@iss.ee 

ISS Haldus Oü 

Vilde tee 129 

12613 Tallinn 

Estonia 

Tel.: +372 613 9107 

www.ee.issworld.com 

ISS delivering Cleaning Services 

35

“ Grundfos want to develop a more efficient Facility Management 

organisation and have consequently outsourced certain Facility 

Services. This is driven by Grundfos’ overall strategy to focus on 

its core business in the future. Based on this, Grundfos chose ISS 

as a partner to support this strategy. We recognise ISS as a strong 

global player, with a platform to support a potential step-wise 

global approach in the future” 

36 

Erik Pagaard | Manager Group Properties 

Grundfos A/S | Denmark

© Grundfos 

37

38 


Grundfos A/S 

Facts 

Country Denmark 



Employees at customer Approx. 17,000 (4,900 located in 

Denmark) 

Customer sites 5 locations in Denmark, approx. 

250,000 m 2 


Description 

An annual production of more than 16 million pump units makes 

Grundfos one of the world’s leading pump manufacturers. 

Circulator pumps for heating and air-conditioning as well as 

other centrifugal pumps for the industry, water supply, sewage 

and dosing are its main products. Today Grundfos is the world’s 

largest manufacturer of circulators, covering approximately 50 

per cent of the world market of these pumps. 

The majority of activities for Danish Grundfos takes place in 

Bjerringbro, where the company was established in 1945. 

The Grundfos Group is today represented by more than 80 

production and sales branches in more than 45 countries. In 

addition, Grundfos products are sold in a large number of 

countries by local distributors. 

Service Mix 

ISS Denmark provides Building Maintenance Services, M&E 

Services, Project Management, Helpdesk, Cleaning and 

Landscaping Services at Grundfos facilities in Denmark as well 

as Hotel Services at the Poul Due Jensen Academy. 


ISS Denmark has delivered Cleaning Services since 1989. In 2010 

the contract was expanded to cover the existing scope, driven 

by the key objectives of transparency, service level alignment 

and free up non-core resources. 


“Grundfos want to develop a more efficient Facility Management 

organisation and have consequently outsourced certain Facility 

Services. This is driven by Grundfos’ overall strategy to focus on 

its core business in the future. Based on this, Grundfos chose 

ISS as a partner to support this strategy. We recognise ISS as a 

strong global player, with a platform to support a potential stepwise 

global approach in the future.” 

Erik Pagaard, Manager Group Properties 


Malene Holm Smed 

FM Manager 

Tel.: +45 21752664 

malene.holm.smed@dk.issworld.com 

ISS Facility Services A/S 

Møntmestervej 31 

2400 Copenhagen NV 

Denmark 

Tel.: +45 38 17 17 17 

www.dk.issworld.com 

ISS performing Facility Management


Continental 

Facts 

Country France 



Employees at customer 3,500 in France 



Description 

With sales of e30.5 billion in 2011, Continental is among the 

world’s leading automotive suppliers. As a supplier of brake 

systems, systems and components for powertrains and chassis, 

instrumentation, infotainment solutions, vehicle electronics, tires 

and technical elastomers, Continental contributes to enhanced 

driving safety and global climate protection. 

Continental is also an expert partner in networked automobile 

communication. Continental currently has approximately 

164,000 employees in 46 countries. 

Service Mix 

ISS France performs Cleaning Services, Landscaping, Call Centre 

Services, Logistics and Pest Control. 


SInce 2012 ISS France has been working in partnership with 

Continental to provide lower risk and add high value. 


Benoit Crouzatier 

+33 (0)6 94 95 45 15 

benoit.crouzatier@fr.issworld.com 

ISS Holding Paris SAS 

12, rue Fructidor 

75017 Paris 

France 

Tel.: +33 01 44 04 44 04 

www.fr.issworld.com 

ISS France performing Property Services 

39

“ With the IFS solution, the resources are 

used in an effective way, which significantly 

lowered our costs“ 

Mr Estevez Santiago | Facilities Services & Real Estate 

Manager Geneva, Eastern Europe, Central Europe, 

TME & La Susette Site Manager 

DuPont de Nemours International SA | Switzerland 

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42 


DuPont de Nemours International SA 

Facts 

Country Switzerland 





ISS employees on site 59 (1 Facility Services Manager, 

42 cleaning professionals, 16 

administrative employees) 

Description 

Founded in 1802, DuPont puts science to work by creating 

sustainable solutions that are essential to a better, safer, 

healthier life for people everywhere. Operating in more than 70 

countries, DuPont offers a wide range of innovative products 

and services for markets including agriculture, nutrition, 

electronics, communications, safety and protection, home and 

construction, transportation and apparel. 

Service Mix 

ISS Switzerland delivers Facility Management, Support Services 

(Reception, Mail Room, Conference Rooms and Transportation), 

Property Services (Pest Control, Landscaping, Winter Services, 

Parking Management, Project Management, Move and 

Changes) and Cleaning Services (Daily Office Cleaning and 

Special Cleaning). 


2004 IFS contract 


“With the IFS solution, the resources are used in an effective 

way, which significantly lowered our costs.“ 

Mr. Estevez Santiago, Facilities Services & Real Estate Manager 

Geneva, Eastern Europe, Central Europe, TME & La Susette 

Site Manager 


Christophe Favier-Bosson 

Managing Director 

Tel.: +41 58 787 78 22 

ISS Schweiz AG 

Buckhauserstrasse 22 

Postfach 

8010 Zürich 

Switzerland 

Tel.: +41 58 787 80 00 

www.ch.issworld.com 

ISS Switzerland delivering Support Services


Nexteer Automotive Poland Sp. z.o.o. 

Facts 

Country Poland 






Description 

Nexteer Automotive is a global leader in advanced steering 

and driveline systems. Nexteer’s in-house development and 

integration of hardware, software and electronics gives the 

company an unmatched competitive advantage as a full service 

steering supplier. 

Nexteer has a 100-year heritage of vehicle integration expertise 

and product workmanship. The company has a strong foundation 

and a reputation for providing dependable steering solutions and 

enduring customer relationships. 

Service Mix 

ISS Poland provides Catering (meals ready for consumption). 


In 2008 Nexteer (formerly Delphi) invited ISS Poland to examine 

the possibilities of providing ‘food services’ in Nexteer’s Tychy 

location. Because of the global market situation, the project 

was suspended for a while and re-opened in 2010 when the 

negotiations were resumed and the contract was awarded in 

2012. 


Regional Manager 

Marcin Grabiwoda 

Tel.: +48 79 5149 569 

marcin.grabiwoda@pl.issworld.com 

ISS Facility Services Sp. z o.o. 

Ul. M Flisa 2 

02-247 Warsaw 

Poland 

Tel.: +48 22 577 4200 

www.pl.issworld.com 

ISS delivering Catering Services 

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44 

“ ISS carries out the Cleaning Services of washrooms, hallways, glasses, furniture, 

green spaces and offices. ISS runs jobs with environmental responsibility, 

complying with the ISO 14001 standards required by MAHLE. 

ISS has accomplished a synergy in the areas of HR, HS&E, Maintenance and 

Waste Management of MAHLE Argentina S.A., which allows the achievement 

of objectives fast and efficiently. 

ISS cooperates as a fundamental pillar in the “PIL” (Integral Cleaning Plan) 

Program based on the Japanese techniques of the 5 S, released in August 2012, 

the aim of which is to obtain tidiness and cleanliness in all areas of the plant, 

creating a discipline that eventually turns into culture and common practice. 

Since the beginning of the services, ISS has reached the highest level of 

qualification (92.60 per cent on average), measured by the, assessment of 

services of third parties, conducted by MAHLE Argentina S.A., which evaluates 

compliance and satisfaction of the service provided by third parties each month” 

Lucas Martin Gareis | Human Resources 

MAHLE Argentina SA | Argentina

© MAHLE 

45

46 


MAHLE Argentina S.A. 

Facts 

Country Argentina 






Description 

As a leading global development partner for the automotive 

and engine industry, MAHLE offers unique systems competence 

in internal combustion engine and engine peripherals. 

For more than 90 years, MAHLE has played a decisive role 

in promoting the development of automotive and engine 

technology, setting standards time and again. MAHLE has a 

local presence in all major world markets. Approximately 49,000 

employees work at over 100 production plants. 

Service Mix 

ISS Argentina manages Cleaning Services, Washroom Services, 

Cleanroom and Landscaping. 


ISS won the Cleaning Services contract in April 2012. 


“ISS carries out the Cleaning Services of washrooms, hallways, 

glasses, furniture, green spaces and offices. ISS runs jobs with 

environmental responsibility, complying with the ISO 14001 

standards required by MAHLE. 

ISS has accomplished a synergy in the areas of HR, HS&E, 

Maintenance and Waste Management of MAHLE Argentina 

S.A., which allows the achievement of objectives fast and 

efficiently. 

ISS cooperates as a fundamental pillar in the “PIL” (Integral 

Cleaning Plan) Program based on the Japanese techniques 

of the 5 S, released in August 2012, the aim of which is to 

obtain tidiness and cleanliness in all areas of the plant, creating 

a discipline that eventually turns into culture and common 

practice. 

Since the beginning of the services, ISS has reached the highest 

level of qualification (92.60 per cent on average), measured by 

the, assessment of services of third parties, conducted by MAHLE 

Argentina S.A., which evaluates compliance and satisfaction of 

the service provided by third parties each month.” 

Lucas Martin Gareis, Human Resources 


Enrique Susemihl 

Operational Manager 

+0341 1531 86521 

enrique.susemihl@issworld.com.ar 

ISS Argentina S.A. 

Bazurco 2355 

C1419FKC 

Buenos Aires 

Argentina 

Tel.: +54 11 4830 4100 

www.ar.issworld.com 

ISS Argentina performing Cleaning Services


Sumitec International Ltd 

Facts 

Country Russia 






Description 

Sumitec International Ltd is a supplier of construction and 

mining machinery. The company supplies Toyota and Komatsu 

forklift loaders. The company was founded in 2001 and is based 

in Moscow, Russian Federation. Sumitec International Ltd is a 

part of Sumitomo Corporation. 

Service Mix 

ISS Russia manages Internal and External Cleaning, Catering 

and Technical Maintenance. 


The contract was first signed in 2007 for Maintenance Services. 

Cleaning and Catering was added in 2010. The contract is 

renewed every year. 


Olga Shikhova 

Key Account Manager 

Tel.: +7 495 933 44 73 

olga.shikhova@ru.isworld.com 

ISS Facility Services Rus LLC 

21 Noviy Arbat str. 

119019, Moscow 

Russia 

Tel.: +7 495 933 44 73 

www.ru.issworld.com 

ISS delivering Property Services 

47

100 

“ Care and an eye for 

details – that’s how 

I make the customer 

shine” 

Kingsley Chima Ejimadu, Special Cleaner 

at Westside Bern, Switzerland

RETAIL 

& 

WHOLESALE 

101

102

“ ISS is synonymous with responsible and professional 

service, with every gesture showing its taste for detail” 

Antonio Chicón | CSR and External Communication Manager 

Alcampo SA | Spain 

103

104 


Alcampo, S.A. 

Facts 

Country Spain 

Market segment Retail & Wholesale 





Description 

Alcampo is part of Groupe Auchan SA. 

The Auchan group, one of the largest food retailers in the world, 

operates in 12 countries. In 1980 Auchan Group began opening 

hypermarkets in Spain with Alcampo. 

Service Mix 

ISS Spain delivers Cleaning Services and a wide range of Property 

Services (Business Maintenance, Hygiene Services, Pest Control, 

Landscaping and Washroom). 


In 2001, ISS Spain started providing Cleaning Services at a few 

regional sites. In 2008, ISS Spain became the national Cleaning 

Service supplier for Alcampo. 

In 2011 the contract was extended to include Property Services. 

The strategy has focused on finding solutions to increase 

efficiency and obtain synergies in all services. 


“ISS is synonymous with responsible and professional service, 

with every gesture showing its taste for detail.” 

Antonio Chicón, CSR and External Communication Manager 


Diego Martínez-Granjo 

Manager, Corporate Clients 

Tel.: +34 670 609 687 

diego.martinez@es.issworld.com 

ISS Facility Services, S.A. 

C/ Jesús Serra Santamans, 7 

08174 Sant Cugat del Vallés 

Barcelona 

Spain 

Tel.: +34 935 903 060 

C/ Maria Tubau, 3 

28050 Madrid 

Spain 

Tel: +34 917 360 750 

www.es.issworld.com 

© Alcampo


Multi Mall Management 

Facts 

Country Portugal 






Description 

Multi Mall Management is responsible for shopping mall 

management promoted by Multi Development. 

Multi Mall Management has established and refined mall 

management in Multi shopping centres across Europe to 

maintain the continuity of each Multi concept while increasing 

their quality and investment value. 

Multi Mall Management Portugal is responsible for 13 shopping 

centres, 1 retail park and 1 office park in Portugal. Multi 

Management is active in nine countries, currently managing 

38 shopping centres for ten different owners, with more than 

4,000 tenants over 1.3 million m 2 . GLA. They host 260 million 

visitors a year, with estimated sales of e4 billion. 

Service Mix 

ISS Portugal performs Cleaning Maintenance, Property Services 

(Landscaping, Building Maintenance and Pest Control) and 

Support Services (Help Desk/Reception Services, Secretarial/ 

Administrative Services and Audits). 


ISS Portugal started the partnership with Multi Mall 

Management in 1998 and has continuously added services 

and sites to the contract: 

Espaco Guimaraes November 2009 

Arquiparque II September 2008 

Forum Sintra January 2008 

Forum Castelo Branco October 2007-August 2010 

Forum Coimbra April 2006 

Forum Viseu September 2005 

Forum Madeira April 2005 

W Shopping October 2003-April 2011 

Forum Montijo April 2003 

Parque Mondego July 2002 

Almada Forum September 2002 

Forum Algarve March 2001 

Armazens do Chiado October 1999 

Forum Aveiro September 1998 


Rui Carlo da Cunha 

Bussiness Unit Manager 

Tel.: +351 912 236 366 

rui.cunha®pt.issworld.com 

ISS Facility Services Lda 

Rua Moinho da Barrunchada, 4 - 1º Dtº 

2790-109 Carnaxide 

Portugal 

Tel.: +351 21 424 67 60 

www.pt.issworld.com 

105

106 

“ At BILKA we have outsourced catering, cleaning and 

waste management to ISS. Outsourcing non-core services 

allows us to increase our focus on our customers. 

ISS integrates facility services in our retail stores at a high, 

consistent level, supporting our brand and our customers’ 

in-store experiences. 

By doing so, ISS supports our business and strategy on a 

daily basis, at an attractive price” 

Anders Hermansen | Head of Planning 

Bilka | Denmark

Pernille Rasmussen, Denmark 

107

108 


Bilka – Dansk Supermarked A/S 

Facts 







Description 

BILKA is a Danish retail chain that consists of 18 large warehouses. 

The first store opened in 1970. 

The founder of BILKA was inspired by journeys to West Germany 

when he named the warehouses. BILKA stands for Billiges 

Kaufhaus. 

Service Mix 

ISS Denmark delivers Catering Services, Cleaning Services and 

Waste Management. 


BILKA has been an ISS customer since 1983. Initially we served 

3-4 warehouses. In 2009 BILKA decided to outsource services 

in five new warehouses. Services in the remaining warehouses 

were outsourced in 2010, which increased the covered area to 

245,000 m 2 . The gradual expansion of the contract is based on 

dedicated work by ISS employees. 


“At BILKA we have outsourced catering, cleaning and waste 

management to ISS. Outsourcing non-core services allows us to 

increase our focus on our customers. 

ISS integrates facility services in our retail stores at a high, 

consistent level, supporting our brand and our customers’ instore 

experiences. 

By doing so, ISS supports our business and strategy on a daily 

basis, at an attractive price.” 

Anders Hermansen, Head of Planning. 


John Bisgaard 


Tel.: +45 40322179 

john.bisgaard@dk.issworld.com 




Denmark 

Tel.: +45 38 17 17 17 

www.dk.issworld.com 

ISS performing Cleaning Services


Solana Beijing 

Facts 

Country China 






Description 

Beijing Solana Lifestyle Shopping Park is well situated within 

the Third Embassy District of Lufthansa commercial zone and 

is surrounded by numerous office towers, hotels, commercial 

establishments and upmarket residential buildings. Located at 

the north-west corner of Chao Yang Park, the second-largest 

park in Asia, Solana possesses a marvelous natural scenery 

surrounded by a lake, a stream and falls within beautiful 

grassland and greeneries. The 130,000 m 2 project comprises 

19 blocks of European continental style 2-3 storey buildings. Its 

unique architectural design differentiates Solana from traditional 

shopping complexes. 

Since its inception at the end of 2008, Solana has established 

a good platform for various outlets including apparel, shoes 

and bags, jewelry & Accessories, 40,000s.m. full range of 

Food & Beverage Outlets, Supermarket, Food Court, Cinema 

& Ice Skating Rink, Household Effects, Children’s Items & Early 

Education, and it has also invited a good collection of renowned 

popular retail brands. The multifunctional composition of shops 

forms a gigantic attraction to consumers and brings visitors from 

all walks of life. In addition, the unique features of this onestop 

shopping has been reshaping the shopping experiences for 

consumers in China. 

Service Mix 

ISS China performs Cleaning Services. 


Two-year contract, from March 2012; up for renegotiation in 

February 2014. 



Eric Sun 

Tel.: +86 15101055291 

eric.sun@cn.issworld.com 

ISS China 

17th Floor 

Kai Di Finance Building 

1088 Xiang Ying Road 

Yang Pu District 

Shanghai 

China 

Tel.: +8621 6031 8999 

www.cn.issworld.com 

© Solana Beijing 

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110 

Inga Jakstaite-Druliene, Denmark

“ It is crucial for the service user that the agreed 

services are well done. Overall, a solution in 

which one supplier is responsible for the whole 

service production is always an easier solution 

than operating with many subcontractors. We are 

pleased with ISS’ skilled professionals and the way 

it performs its services“ 

Kyösti Karhunen | CEO 

Carlson Ltd | Finland 

111

112 


Carlson Ltd 

Facts 

Country Finland 



Employees at customer > 400 



Description 

Established in 1859, Carlson Ltd is the largest department store 

chain in Eastern Finland. Carlson department stores are located 

in Kuopio, Mikkeli and Joensuu. The chain also has hardware 

stores in Varkaus and Savonlinna. 

Service Mix 

ISS Finland manages Maintenance, Technical Services, Energy 

Management Services, Cleaning Services and Security Services. 


The partnership between Carlson Ltd and ISS Finland started in 

2010 with a full-service Facility Management contract at two 

stores in Joensuu city. Today, the same service concept has been 

expanded to cover other department and hardware stores in 

Eastern Finland. 


“It is crucial for the service user that the agreed services are well 

done. Overall, a solution in which one supplier is responsible for 

the whole service production is always an easier solution than 

operating with many subcontractors. We are pleased with ISS’ 

skilled professionals and the way it performs its services.“ 

Kyösti Karhunen, CEO 


Markku Raatikainen 

Regional Director 

Tel.: +358 443 555 666 

markku.raatikainen@iss.fi 

ISS Palvelut Oy 

P.O. Box 100 

(visiting address: Rajatorpantie 8 A - Vantaa) 

01055 ISS 

Finland 

Tel.: +358 205 155 

www.fi.issworld.com


Metropolitan Kentjana Tbk – Pondok Indah Mall 

Facts 

Country Indonesia 




Customer sites 11 sites (Pondok Indah Mall 1 & 2, 

Apartment Golf Pondok Indah 1,2,3, 

4 Office Buildings/Mall Puri Indah, 

Exhibition Hall & Field) 

ISS employees on site 981 (at Pondok Indah Mall) 

Description 

Metropolitan Kencana is the publicly listed company that focuses 

on running the office building, malls apartment and exhibition 

site. Pondok Indah Mall is one of the best family malls in Jakarta, 

and boasts 100 per cent occupancy. 

Service Mix 

ISS Indonesia performs Cleaning, Integrated Pest Management, 

Support Services and Access Control. 


2005 Pondok Indah Mall 

1997 Pondok Indah Mall 1 


R. Arthur Saiya 

Operation and Care Manager 

Tel.: +6208 159 924413 

arthur@iss.co.id 

P.T. ISS Indonesia 

Graha ISS 

Jl. Jend. Sudirman Blok J No. 3 

Bintaro Jaya 15229 

Indonesia 

Tel.: +6221 748 64490 

www.id.issworld.com 

ISS Indonesia delivering Security Services at Pondok Indah Mall 

113

114 


Decathlon España, s.a 

Facts 

Country Spain 






Description 

Decathlon is a major French sporting goods chain store, with 

stores located throughout the world. It started with a shop near 

Lille, France in 1976. It expanded to Germany in 1986, Spain in 

1992 and the United Kingdom in 1999. 

Service Mix 

ISS Spain delivers Cleaning & Landscaping Services. 


In June 2012, ISS Spain started providing Cleaning & Landscaping 

at few regional sites. Within few months, the contract was 

extended to include more regional sites. 


Diego Martínez-Granjo 

Manager, Corporate Clients 

Tel.: +34 60 092 0973 

diego.martinez@es.issworld.com 




Barcelona 

Spain 

Tel.: +34 935 903 060 


28050 Madrid 

Spain 

Tel: +34 917 360 750 


ISS performing Property Services


Sanlitun Village 

Facts 

Country China 






Description 

Sanlitun Village is located in the heart of the Beijing Embassy 

Area. Over the last few decade years, pub saloon, catering and 

artists from different countries have gathered Sanlitun Village, 

which is divided into two parts separated by an open shopping 

area that is different from traditional malls. Today, Sanlitun 

Village is one of the symbols of Beijing as an international 

metropolitan city. 

Service Mix 

ISS China delivers Cleaning Services. 


Two-year contract; the most recent began in 2012. 


Eric Sun 

Beijing Regional Manager 

Tel.:+8615 1010 55291 

eric.sun@cn.issworld.com 

ISS China 

17th Floor 

Kai Di Finance Building 

1088 Xiang Ying Road 

Yang Pu District 

Shanghai 

China 

Tel.: +8621 6031 8999 

www.cn.issworld.com 

@Sanlitun Village 

115

116 


Consórcio Park Shopping São Caetano 

Facts 

Country Brazil 






Description 

This customer represents one of the 16 Multiplan Negócios 

Imobiliários shopping malls in Brazil. In this contract, ISS is 

responsible for the maintenance and technical operation of the 

shopping mall systems. 

The Multiplan Group and Park Shopping São Caetano are two 

special clients for ISS in Brazil. 

Service Mix 

ISS Brazil provides Electrical Maintenance and Systems 

Operations, Mechanical Maintenance and Systems Operations, 

Building Maintenance, Hydraulic Maintenance and Fire Fighting. 


ISS Brazil won this contract in 2011. Since then, the relationship 

has been respectful: a real success. Any problems are solved 

within the established partnership. 


Robson Fernando Sudan 


Tel.: +55 011 78 22 36 12 

robson.sudan@iss.com.br 

ISS Servisystem do Brasil Ltda 

Rua Dom Aguirre 438, Vila Sofia 

04671-903 

São Paulo – SP 

Brazil 

Tel.: +55 11 21 95 87 80 

www.br.issworld.com 

ISS delivering Property Services

118 

“ I am passionate 

about cooking 

and you benefit 

from this” 

Dieter Jörg, Head Chef for Barmer GEK 

in Schwäbisch Gmünd, Germany

BUSINESS SERVICES 

& 

IT 

119

120 


Bayshore Development Group Limited 

Facts 

Country Hong Kong 

Market segment Business Services & IT 


Employees at customer n.a. 


ISS employees on site >50 

Description 

Bayshore Development Group Limited is the owner of AIA 

Central, a 90 per cent subsidiary of AIA Group Limited and 10 

per cent owned by Lai Sun Development Company Limited. AIA 

Central is a landmark Grade A Commercial Building situated in 

central of Hong Kong, the core business centre has a total gross 

area of 450,000 ft 2 . 

AIA Central is an elegant, “pure” office building unencumbered 

by shops or retail malls, and its design is tailored to discerning 

commercial tenants seeking prestigious premises in the heart of 

Hong Kong. 

Service Mix 

ISS Hong Kong provides Facilities Management Services to meet 

the property owner’s objectives for energy saving, health & 

safety management, customer services, leasing administration 

& sustainability. ISS collaborates with the owner in setting FM 

objectives within an agreed budget. 

The programme includes: 

1. Design and implementation of a comprehensive and 

preventive strategy for maintenance and sustainability. 

2. Making continuous efforts to develop social sustainability 

in an urban context with advanced green designs and 

an emphasis on environmental consciousness in daily 

operations and maintenance. 


2012 Received the Silver Certification for Existing Buildings: 

Operations & Maintenance in the Leadership in Energy & 

Environmental Design, for its continuous emphasis and 

active promotion of environmentally friendly initiatives. 

It is the first time that an office building in Hong Kong 

has received such an award, setting an unprecedented 

benchmark in world-class quality management of 

environmentally sustainable initiatives and practices. 

2008 Awarded “Excellent Class Indoor Air Quality Certificates” 

by the Environmental Protection Department of HKSAR 

(from 2008 onward) 

2005 Commencement of Facility Management contract 


Landy Hung 

Director – Facility Management Services 

Tel.: +852 2291 5601 

landy.hung@hk.issworld.com 

ISS Facility Services Limited 

18/F Warwick House West 

Taikoo Place, 979 King’s Road 

Quarry Bay, Hong Kong 

Tel.: +852 2826 9166 

www.hk.issworld.com 

© Bayshore Development Group Limited


Moscow School of Management SKOLKOVO 

Facts 







Description 

The Moscow School of Management SKOLKOVO is an 

innovative international institution of the future. It is focused 

on developing the unique leadership and communication skills 

required for the new type of manager who will be in demand 

in the 21st century – the age of human resources. In providing 

practical knowledge, SKOLKOVO trains business leaders who 

will apply their professional skills in dynamically developing 

markets; leaders who will set up and run their own businesses 

and lead the development of the Russian economy. 

Service Mix 

ISS Russia delivers Pest Control and Internal and External 

Cleaning Services for the campus buildings and the premises 

– including Window Cleaning, Mat Services, Carpets and Hard 

Floor Special Cleaning and a coffee lady. 

Total area of the campus buildings – 80,000 m 2 

Total area of the premises – 26 hectares 


The contract was signed in 2010 for three years when 

construction was completed. 


Ekaterina Solovyeva 


Tel.: +7 495 933 44 73 

ekaterina.solovyeva@ru.issworld.com 




Russia 

Tel.: +7 495 933 44 73 

www.ru.issworld.com 

@ SKOLKOVO 

121

122

“ From the outset, we were very clear about what we 

wanted to achieve with this move, and one element was 

to enhance the way we welcome and look after visitors 

to our offices. ISS demonstrated a strong track record, a 

deep understanding of our aims and a clear plan to work 

with our FM team. Even though a lot of the planning 

was completed under tight timescales, the results speak 

for themselves in that we achieved the service quality 

we sought from the moment our new offices opened” 

Joyce Hardie | Head of Facilities 

Ignis Asset Management | United Kingdom 

123

124 


Ignis Asset Management 

Facts 

Country United Kingdom 






Description 

Tracing its history back to 1899 and now part of the Phoenix 

Group, Ignis provides the stability of a well-capitalised investment 

business with some £73.6bn in assets under management and 

distributes a range of global investment services. 

Ignis believes that entrepreneurial teams operating in standalone 

business units are best placed to meet, or exceed, clients’ 

performance needs. These Ignis business units, each focused on 

a particular investment capability, are able to devise their own 

process while sharing a common pool of resources. 

Service Mix 

ISS UK delivers Front of House and Facility Services, comprising: 

Mailroom, Facilities Management, Switchboard, Meeting Room 

Management and Reception Services. 


The contract started with the creation of a fresh, dynamic 

hotel-ethos Front of House Service at Ignis’ award-winning 

new London offices. The contract has grown to include Facility 

Services and Front of House services in both London and 

Glasgow. 


“From the outset, we were very clear about what we wanted 

to achieve with this move, and one element was to enhance 

the way we welcome and look after visitors to our offices. ISS 

demonstrated a strong track record, a deep understanding of 

our aims and a clear plan to work with our FM team. Even 

though a lot of the planning was completed under tight 

timescales, the results speak for themselves in that we achieved 

the service quality we sought from the moment our new offices 

opened.” 

Joyce Hardie, Ignis Asset Management’s Head of Facilities 


Helen Head 

Client Services Director 

Tel.: +44 0 844 936 1450 

helen.head@uk.issworld.com 

ISS UK Limited 

ISS House 

Genesis Business Park 

Albert Drive 

Woking 

Surrey GU21 5RW 

United Kingdom 

Tel.: +44 845 057 6500 

www.uk.issworld.com 

ISS performing Property Services


Indra Sistemas, s.a. 

Facts 

Country Spain 




Customer sites Headquarters and 65 office centres 


Description 

Indra is a global company of technology, innovation and talent 

and a leader in solutions and services of high added value for 

various industries. 

Indra operates in 118 countries and has more than 40,000 

employees worldwide focused on developing innovative 

solutions. Indra is the second European company in its sector by 

investment in I+D. 

Service Mix 

ISS Spain provides Cleaning Services, Pest Control and 

Landscaping Services. 


In 2006, ISS Spain started providing Cleaning Services at 

company headquarters and a few regional sites. In 2007, ISS 

Spain became the national Cleaning Service and Pest Control 

supplier for Indra. In addition, the contract was extended to 

include Landscaping Services. 

The strategy has focused on finding solutions for increasing 

efficiency and obtaining synergies in all services. 


Cesar Cumbreño 

KAM 

Tel.: +34 60 092 0973 

cesar.cumbreno@es.issworld.com 




Barcelona 

Spain 

Tel.: +34 935 903 060 


28050 Madrid 

Spain 

Tel: +34 917 360 750 


ISS performing Cleaning Services 

125

126 © Canon

“ Canon’s goal and rationale in outsourcing a wide variety of FM 

services was to concentrate on its core business by not being 

distracted by FM tasks, improve quality and reduce costs if 

possible. 

When Canon issued the RFQ prior to moving into its new HQ 

building in Vienna Oberlaa, it soon became clear that ISS was 

the most complete provider of a wide portfolio of integrated 

Facility Services without the need to work with third parties. 

Canon chose ISS as a partner and since then has worked closely 

together with ISS in a constant process of improvement and 

increasing efficiency. During this time, more services than 

originally planned have been included in the services delivered 

by ISS. 

Two international players, both leaders in their industry, met 

for a great partnership” 

Mr Baldauf | CEO 

Canon | Austria 

127

128 


Canon Austria GmbH 

Facts 

Country Austria 






Description 

For 70 years Canon has delivered leading edge imaging 

technologies to customers across the world. 

Established in 1937, Canon has grown into a global company 

operating in a diverse range of markets, including Business 

Solutions, Consumer Imaging, Broadcast & Communications, 

Medical Systems and Industrial Products. An endless flow of ideas 

and innovation has kept Canon at the forefront of its industry. 

In choosing Canon’s products, businesses and consumers opt 

for reliable, stylish and advanced technologies. 

The headquarters of Canon Austria, a leading supplier of 

imaging and document managing solutions for consumers and 

corporate customers, is located in Vienna. 

Service Mix 

ISS Austria delivers IFS Management, Property Services (Technical 

Maintenance), Support Services and Cleaning Services. 


ISS Austria’s service delivery started with Cleaning Services. 

For the new headquarters Canon Austria decided to combine 

various secondary processes, particularly with regard to cost 

optimisation and increasing efficiency. Since 2008 ISS Austria 

has delivered an IFS Solution with a large element of self-delivery. 


“Canon’s goal and rationale in outsourcing a wide variety of FM 

services was to concentrate on its core business by not being 

distracted by FM tasks, improve quality and reduce costs if 

possible. 

When Canon issued the RFQ prior to moving into its new HQ 

building in Vienna Oberlaa, it soon became clear that ISS was 

the most complete provider of a wide portfolio of integrated 

Facility Services without the need to work with third parties. 

Canon chose ISS as a partner and since then has worked closely 

together with ISS in a constant process of improvement and 

increasing efficiency. During this time, more services than 

originally planned have been included in the services delivered 

by ISS. 

Two international players, both leaders in their industry, met for 

a great partnership” 

Mr. Baldauf, CEO, Canon Austria



Klaus Fischbach 

IFS Manager 

Tel.: +43 664 80574 1614 

klaus.fischbach@at.issworld.com 


Brünner Strasse 85 

1210 Vienna 

Austria 

Tel.: +43 057 400 1000 

www.at.issworld.com 

ISS performing Support Services 

129

130 


Elion Ettevõtted AS 

Facts 

Country Estonia 






Description 

Elion is a fixed network operator that has also developed 

services in the growth areas of broadband, Internet and data 

communication. TeliaSonera, as the leading supplier of telecom 

services in the Baltics, first invested in Estonia 1991 when they 

became majority shareholders in both Elion and the mobile 

operator EMT. 

Service Mix 

ISS Estonia performs Cleaning and Property Services. 


ISS Estonia had been providing services for Elion Ettevõtted 

since 2009. 


Kersti Odras 

Service Manager 

Tel.: +372 53011478 

kersti.odras@iss.ee 

ISS Haldus Oü 

Vilde tee 129 

12613 Tallinn 

Estonia 

Tel.: +372 613 9107 

www.ee.issworld.com 

ISS delivering Property Services


Delta Lloyd Groep 

Facts 

Country The Netherlands 






Description 

Delta Lloyd Groep is a Dutch insurance company and financial 

services provider. 

Service Mix 

ISS Netherlands Integrated Facility Services delivers a fully 

integrated solution, including Facility Management, Catering 

Services (including Fine Dining), Cleaning Services, Security 

Services, Reception Services, Support and Property Services (Pest 

Control) to Delta Lloyd. 


Signed first contract in 2004. Contract renewed in 2011. 


Kiki van Maurik 

Senior Facility Manager 

+31 6 28228452 

kiki.van.maurik@nl.issworld.com 

ISS Facility Services 

Rijnzathe 8 

3454 PV De Meern 

Netherlands 

Tel.: +31 30 242 43 44 

www.nl.issworld.com 

© Delta Lloyd Groep 

131

132

“ Reliable: Cost reduction commitment, opportunities to 

move to single supplier for multiple services” 

Guy De Poortere, Vice President Supply Chain Management 

Belgacom | Belgium 

“ New and accurate management for daily operational 

follow-up; flexible and service minded” 

Herman Verbeken | Director Group Facilities 


“ Quality follow-up – good mix of commercial and 

operational management” 

Yves Bertholomé | Facilities BTO Regional Manager 


133

134 


Belgacom S.A. 

Facts 

Country Belgium 

Market segment Business Services & It 


Employees at customer >16,000 

Customer sites >400 

ISS employees on site >150 

Description 

Belgacom Group delivers fixed and mobile telecom, ICT and 

media services in Belgium and Luxemburg. Belgacom was 

founded as a public company under the name RTT in 1930 

and was semi-privatised in 1996 to prepare for the advent of 

full market liberalisation in 1998. Since then, the group has 

successfully grown and diversified its offering into high-speed 

internet services, digital content? and TV entertainment. 

Service Mix 

ISS Belgium performs Catering and Cleaning services in Belgacom 

headquarters buildings and many Belgacom sites across Belgium. 

ISS Belgium also performs Landscaping Services at over 400 

customer sites, from very small unmanned sites to headquarters. 


Some of the companies acquired by ISS had contracts with 

Belgacom in the past, mostly in Cleaning Services. 

In 2010 an important contract was awarded to ISS to deliver 

Catering Services at 14 regional Belgacom sites. The relationship 

has evolved since then to include Cleaning Services at the 

Belgacom headquarters and Grounds Maintenance Services in 

over half of all Belgacom sites across the country. 


“Reliable: Cost reduction commitment, opportunities to move 

to single supplier for multiple services.” 

Guy De Poortere, Vice President Supply Chain Management 

“New and accurate management for daily operational followup; 

flexible and service minded.” 

Herman Verbeken, Director Group Facilities 

“Quality follow-up good mix of commercial and operational 

management.” 

Yves Bertholomé, Facilities BTO Regional Manager 


Tim De Wit 

Corporate Account Manager 

Tel.: +32 494 57 87 47 

tim.de.wit@be.issworld.com 

ISS N.V. 

Steenstraat 20/1 

1800 Vilvoorde / Koningslo 

Belgium 

Tel.: +32 2 263 66 11 

www.be.issworld.com 



Barmer GEK 

Facts 

Country Germany 






Description 

Barmer and GEK (Gmünder Ersatzkasse) have rendered assistance 

to their clients for more than 125 years. Through the merger of 

Barmer and GEK, the company has 8.5 million insured persons 

and is now the largest health insurance company in Germany. 

Service Mix 

ISS Germany runs the “Barmer GEKasino“ restaurant which 

also provides Catering Services including breakfast, snacks, 

bakery treats, conference and event services, a speciality coffee 

bar and vending machines. 


Peter Allan 

Director Operations, Southern Germany 

Tel.: +49 711 1793080 

peter.allan@de.issworld.com 


Wanheimer Straße 92 

40468 Düsseldorf 

Germany 

Tel.: +49 211 30278-0 

www.de.issworld.com 

ISS Germany performing Catering Services at Barmer GEK site 

135

136

“ We seek excellent service from all our suppliers. And 

that’s what we get from ISS – every day“ 

Christian Hadorn | Managing Director – Corporate Real Estate & 

Administrative Services CREAS South/West 

UBS AG | Switzerland 

137

138 


UBS AG 

Facts 




Employees at customer 24,000 in Switzerland 


ISS employees on site 1,200 

Description 

UBS is a global firm providing financial services to private, 

corporate and institutional clients. UBS is present in all major 

financial centres and has offices in over 50 countries. UBS 

employs approximately 65,000 people around the world. 

Service Mix 

ISS Switzerland delivers Integrated Facility Services (Strategic 

Management, Commercial Facility Management), Support Services, 

Property Services (Technical Facility Management, Construction and 

Project Management, Relocation Management, Postal Services, 

Energy and Environmental Management) and Cleaning Services. 


At the beginning of 2006, UBS spun off a large part of its logistics 

services into the newly established Edelweiss FM Corp, with which 

it signed a five-year contract. In July of that year, ISS Switzerland 

took over Edelweiss. In September 2009 UBS and ISS Switzerland 

signed a six-year contract. 


“We seek excellent service from all our suppliers. And that’s 

what we get from ISS – every day.“ 

Christian Hadorn, Managing Director – Corporate Real Estate & 

Administrative Services CREAS South/West 


André Nauer 

CEO 

Tel.: +41 58 787 70 00 

Email: andre.nauer@iss.ch 



Postfach 

8010 Zürich 

Switzerland 

Tel.: +41 58 787 80 00 


ISS Switzerland performing Support Services


Komercni banka (Societe Generale) 

Facts 

Country Czech Republic 



Employees at customer 8,774 (as of 2011) 



Description 

Komercni banka is one of the top banks in the Czech Republic 

and Central Europe. Komercni banka was founded in 1990 and 

in 2001 it was acquired by Societe Generale (60 per cent of 

shares). 

Service Mix 

ISS Czech Republic delivers Technical Building Maintenance, 

Repairs, and Revisions and Cleaning Services. 


ISS Czech Republic has been delivering Technical Services since 

2006 and Cleaning Services since 2012 for 120 sites. 


Jiri Zeleny 

Regional Operations Director 

Tel.: +420 602 543 074 

jiri.zeleny@cz.issworld.com 

ISS Facility Services s.r.o. 

Eastbuilding, Antala Staska 510/38 

140 00 Prague 4 - Krc 

Czech Republic 

Tel.: +420 2 6139 2311 

www.cz.issworld.com 

ISS Czech Republic performing Property Services 

139

140

“ Thanks to ISS, we can focus on our core business” 

Wolfgang Stiebellehner 

Head of Engineering, Move & Providermanagement 

Credit Suisse AG | Switzerland 

141

142 


Credit Suisse AG 

Facts 




Employees at customer 21,200 in Switzerland (2011) 

Customer sites >200 

ISS employees on site 580 (3 in mandate management, 

12 Facility Service Managers, 50 

caretakers, 15 building engineers and 

500 cleaning professionals) 

Description 

Credit Suisse AG is one of the world’s leading financial services 

providers and is part of the Credit Suisse group of companies 

(referred to here as ‘Credit Suisse’). As an integrated bank, 

Credit Suisse offers clients its combined expertise in the areas of 

private banking, investment banking and asset management. 

Credit Suisse provides advisory services, comprehensive solutions 

and innovative products to companies, institutional clients and 

high-net-worth private clients globally, as well as to retail clients 

in Switzerland. Credit Suisse is headquartered in Zurich and 

operates in over 50 countries worldwide. The group employs 

approximately 48,200 people. 

The registered shares (CSGN) of Credit Suisse’s parent company, 

Credit Suisse Group AG, are listed in Switzerland and, in the 

form of American Depositary Shares (CS), in New York. Further 

information about Credit Suisse can be found at www.creditsuisse.com. 

Service Mix 

ISS Switzerland provides Cleaning Services (e.g., Regular Cleaning, 

Washroom Services, Special Cleaning, etc.), Support Services 

(Interior Landscaping, Mail Services, etc.), Property Services 

(Operation & Maintenance of Building Services, Caretaking 

Services, Grounds Maintenance, etc.) and Facility Management 

(Energy Management, Mandate Management, Quality Control, 

etc.). 


Mar 2012 Contract extended to April 2014 

Sep 2009 Contract extended to April 2012 

Nov 2007 Contract signed 


“Thanks to ISS, we can focus on our core business.” 

Wolfgang Stiebellehner Head of Engineering, Move & 

Providermanagement 


André Nauer 

CEO 

Tel.: +41 58 787 70 00 

Email: andre.nauer@iss.ch 



Postfach 

8010 Zürich 

Switzerland 

Tel.: +41 58 787 80 00 


ISS Switzerland performing Property Services


ENTEL S.A. 

Facts 

Country Chile 






Description 

ENTEL is a consolidated provider of integrated tele 

communications services segmented for large companies, 

through measures developed specifically for each of them, and 

for medium, small and micro enterprises through packaged 

solutions that give high value-added services. 

Service Mix 

ISS Chile performs Cleaning Services. 


Cleaning operations started in March 2009 at ENTEL SA. In May 

2010 ISS Chile began to provide Cleaning Services at ENTEL PCS. 

Account Managers 

Sandra Flores / Carlos Muñoz 

Contract Manager / Central Zone Manager 

Tel.: +56 96 20 77 028 / +56 99 89 56 475 

sandra.flores@cl.issworld.com / carlos.munoz@cl.issworld.com 

ISS Facility Services S.A. 

Avenida Las Torres 1385 

El Rosal - Huechuraba 

Santiago de Chile 

Tel.: +56 27 26 65 00 

www.cl.issworld.com 

ISS performing Support Services 

143

144 © TDC. Photographer Jørgen True

“ Entering into a strategic partnership with ISS makes 

good sense to TDC, because it allows us to focus on 

what matters most to our customers. ISS has managed 

to integrate multiple services into one solution, catering 

to all our needs, across several locations. Moreover, with 

ISS we are able to scale the level of services to our daily 

needs. 

ISS has helped us maximise efficiency and reduce costs in 

our non-core activities” 

Allan Holst Jensen | Senior Director of Facility Management 

TDC | Denmark 

145

146 


TDC A/S 

Facts 




Employees at customer Approx. 10,000 

Customer sites 4,309 


Description 

TDC A/S is the largest distributor of telecom and cable TV for 

business and private markets in Denmark. In the other Nordic 

countries, TDC is the main competitor in telecom business markets. 

The company is the outcome of mergers of many smaller telecom 

companies reaching back to 1882. Today TDC has 8.5 million 

customers. 

Service Mix 

ISS Denmark manages a full IFS solution in which one responsible 

service organisation delivers a catering set-up to more than 

5,700 daily users, cleans approximately 140,000 m 2 per week 

and Landscaping and Gardening of more than 3.45 million m 2 of 

exterior areas per year. The on-site service teams at headquarters 

and other large locations also manage Reception, Mail Handling 

and other Office Support Services. 


The first contract with TDC started in March 2006. 

The contract has been further developed during the contract period 

to coincide with the business transformation at TDC. 

The cooperation with TDC was extended in January 2011 with a 

contract reflecting a “To the Next Level” approach to accommodate 

customer needs for an outsourcing 2.0 value proposition. 


“Entering into a strategic partnership with ISS makes good sense 

to TDC, because it allows us to focus on what matters most to 

our customers. ISS has managed to integrate multiple services into 

one solution, catering to all our needs, across several locations. 

Moreover, with ISS we are able to scale the level of services to our 

daily needs. 

ISS has helped us maximise efficiency and reduce costs in our noncore 

activities.” 

Allan Holst Jensen, Senior Director of Facility Management 


Henrik la Cour 

Engagement Manager Executive 

Tel.: +45 23 72 34 01 

henrik.la.cour@dk.issworld.com 




Denmark 

Tel.: +45 38 17 17 17 

www.dk.issworld.com


VTR 

Facts 

Country Chile 






Description 

VTR is one of the major companies in Chile that provides cable TV, 

telephony and Internet services. 

Service Mix 

ISS Chile manages full scope-building maintenance: Corporate 

Building and Sales Offices, Support Services, Handyman and 

Warehouse, Mailing, Cleaning Services, Pest Control and 

Landscaping Services. 


After bidding processes, Cleaning operations started in January 

2011 and FM and Maintenance operations started in February 2011. 

Account Managers 

Gustavo Reyes / Susana Azar 

Contract Manager / Property Services Manager 

Tel.: +56 96 6871338 / +56 27 266503 

gustavo.reyes@cl.issworld.com / susana.azar@cl.issworld.com 

ISS Facility Services S.A. 

Avenida Las Torres 1385 

El Rosal - Huechuraba 

Santiago de Chile 

Tel.: +56 27 26 65 00 

www.cl.issworld.com 

147

148 © Regus

” Regus has been cooperating with ISS in Moscow and 

St Petersburg for almost ten years, and ISS has always 

been a valuable partner for us. ISS Cleaning Services 

have always met the highest standards. ISS management 

has always been very attentive to Regus’ needs and has 

always managed to find the best options to meet our 

needs. 

Several times ISS has participated in Regus’ tenders for 

cleaning services, and up to now has proved to be the 

best solution for our business by winning the tenders. 

We trust ISS as our supplier and would recommend them 

to other companies in various business sectors” 

Tatyana Korosteleva | EMEA NCO Project Director 

Regus | Russia 

149

150 


Regus 

Facts 







Description 

Regus is the world’s largest provider of innovative workspace 

solutions, with products and services ranging from fully equipped 

offices to professional meeting rooms, business lounges and the 

world’s largest network of video communication studios. Regus 

delivers a new way to work, whether it is from home, on the 

road or from an office. 

Clients such as Google, GlaxoSmithKline, and Nokia join 

thousands of growing small and medium-size businesses that 

benefit from outsourcing their office and workspace needs to 

Regus allowing them to focus on their core business. More than 

a million customers a day benefit from Regus facilities spread 

across a global footprint of 1,300 locations in 550 cities and 

97 countries, which allow individuals and companies to work 

wherever, however and whenever they want to. 

Service Mix 

ISS Russia delivers Cleaning Services and Technical Maintenance 

Services. 


The contract started in 2004 with Office Cleaning only. By the 

end of 2011 it served seven centres with cleaning in Moscow 

and one in St Petersburg. Technical Maintenance Services began 

in the middle of 2012. 


”Regus has been cooperating with ISS in Moscow and St 

Petersburg for almost ten years, and ISS has always been a 

valuable partner for us. ISS Cleaning Services have always met 

the highest standards. ISS management has always been very 

attentive to Regus’ needs and has always managed to find the 

best options to meet our needs. 

Several times ISS has participated in Regus’ tenders for cleaning 

services, and up to now has proved to be the best solution 

for our business by winning the tenders. We trust ISS as our 

supplier and would recommend them to other companies in 

various business sectors.” 

Tatyana Korosteleva, EMEA NCO Project Director 


Irina Rakhmanova 

Service Development Manager 

Tel.: +7 926 520 54 40 

irina.rakhmanova@ru.issworld.com 




Russia 

Tel.: +7 495 933 44 73 

www.ru.issworld.com


Siemens AS, Siemens Real Estate 

Facts 

Country Norway 






Description 

For over 111 years, Siemens has been active in Norway, where 

it holds leading positions in its Industry, Energy and Healthcare 

sectors. Today Siemens supplies a unique range of advanced 

products and solutions to the Norwegian market. The company 

has major offices in Oslo, Trondheim, Bergen and Stavanger. 

Service Mix 

ISS Norway performs Facility Management (on four sites), 

Cleaning, Catering, Support Services, Landscaping, Property 

and Security Services. 


2009 - 2012 New contract + 1.5 year 

2003 - 2008 First FM contract + 1 year 

All services at four locations. 


Erlend Bærø 

Head of Siemens Real Estate Norway 

+47 984 86 699 

erlend.baeroe@siemens.com 

ISS Facility Services AS 

Postboks 132 Økern 

(visiting address: Smeltedigelen 1 – 0195 Oslo) 

0509 Oslo 

Norway 

Tel.: +47 815 55 155 

www.no.issworld.com 

ISS Norway performing Support Services 

151

152 


SAP 

Facts 

Country France 



Employees at customer 2,000 in France 



Description 

SAP is the world leader in enterprise applications in terms of 

software and software-related service revenue. Based on market 

capitalisation, they are the world’s third-largest independent 

software manufacturer. 

Facts: 

• More than 197,000 customers in 120+ countries 

• More than 55,765 employees in 130+ countries 

• A 40-year history of innovation and growth 

• Annual revenue (IFRS) of 14,23 billion 

• Listed under the symbol “SAP” on stock exchanges, 

including the Frankfurt Exchange and NYSE 

Service Mix 

ISS France performs full FM Services including Cleaning Services 

(with ISS Propreté), Technical Maintenance, Mail Handling, 

Space Planning and Help Desk Services. 


Initially the contract was a contract for Cleaning Services which 

was transformed at the request of the customer into global FM 

contract. 


Géraldine Glatigny 

Responsable de Contrat 

Tel.: +33 6 75 46 05 01 

Geraldine.glatigny@fr.issworld.com 

ISS Holding Paris SAS 

12, rue Fructidor 

75017 Paris 

France 

Tel.: +33 01 44 04 44 04 

www.fr.issworld.com 

ISS France performing Support Services

INDUSTRY & MANUFACTURING - ISS

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