Facilities Management (FM) has undergone a massive transformation — from a reactive, paper-based function to a proactive, data-driven, and technology-led discipline. With digital platforms such as IWMS, CMMS, and AI-powered tools, FM has evolved into a strategic partner driving productivity, sustainability, and employee well-being. MVP Kumar (Padma Kumar), Workplace Management Lead – West Asia and Group Account Director, JLL, explains how automation, analytics, and robotics are reshaping the future of facilities management in India.
o understand the progress facilities management (FM) has made, one must look back at least 20 years. Work orders were managed through phone calls, pagers, and paper trails, or basic spreadsheets. Maintenance was almost entirely reactive or based on simple, time-based preventive schedules. There was little or no data integration and analysis. The primary metrics of success were response time and budget adherence. Today, FM is increasingly orchestrated through sophisticated digital platforms, primarily Integrated Workplace Management Systems (IWMS) and Computerised Maintenance Management Systems (CMMS). These platforms act as a central nervous system, integrating data from numerous sources. The focus has shifted to condition-based and predictive maintenance, using data analytics to forecast failures before they occur, optimising labour and extending asset life. This has seen FM leaders moving from operational managers to becoming strategic partners.
“The future of Facilities Management lies in turning data into decisions — not just knowing what is happening, but predicting what will happen and acting before it does.”
— MVP Kumar (Padma Kumar)
This huge shift would not have happened had organisations not keenly invested in technology. They have understood that technology-led FM delivers quantifiable returns on investment by reducing energy consumption, minimising costly equipment downtime, and optimising labour deployment. According to research from firms like McKinsey and Deloitte, predictive maintenance alone can reduce maintenance costs by 25-30% and breakdowns by 70-75%.
Organisations have also been able to retain the workforce by providing a seamless, healthy and responsive environment through smart lighting, personalised climate control, app-based service requests, and real-time indoor air quality monitoring. Suffice it to say that FM has ensured satisfaction from all stakeholders – from employees to customers.
This has thrust a lot of importance on the role of FM professionals. He or she must be good at analysing data, which is easily available at a click, to optimise the entire environment under which the organisation functions.
Leaders are achieving significant results in using real-time data to optimise operations and maintenance. It goes beyond simple monitoring to active optimisation.
Energy costs are being reduced with the use of occupancy sensors and real-time energy sub-metering, allowing for ‘demand-controlled’ ventilation and lighting. Real-time occupancy data (collected anonymously via sensors or Wi-Fi analytics) provides a precise understanding of how space is used.
Having said this, many organisations are still in the early stages and are primarily using data for basic dashboards and reactive alerts rather than predictive or automated optimisation. The next frontier of FM executives is moving from ‘what is happening’ to ‘what will happen’.
Organisations must understand that data is making the invisible visible, empowering organisations to create healthier and more desirable workplaces. Analysing patterns in service requests, space usage, and occupant feedback allows FM teams to proactively adjust cleaning schedules, restock amenities, and even optimise food service offerings to better meet the needs of the building population.
Automation is tackling the high-volume, low-complexity tasks that previously consumed significant administrative and operational resources.
This brings us to the importance for the use of artificial intelligence (AI) and robotics in India. Suffice it to say that it is concentrated in large-scale, high-value commercial real estate, including Grade A office parks, major airports, large manufacturing facilities and premium shopping malls.
A critical use of AI has been to allow algorithms to process real-time data (occupancy, weather forecasts, time-of-day electricity tariffs) to reduce energy consumption significantly, which is critical given India’s high energy costs and diverse climate zones. Major FM service providers are deploying AI-driven chatbots and ticketing systems which can handle a high volume of standard employee requests. AI-powered camera surveillance can monitor safety compliance, identify spills or hazards, and provide anonymous real-time data on space utilisation and footfall.
And where are robotics applied? The most visible application is the use of robotic scrubbers and sweepers in large, open areas like airport terminals, mall atriums and the common areas of large office complexes. These robots deliver a consistent level of cleanliness and can operate during off-hours, freeing up human staff for more detailed cleaning tasks. In some large, gated campuses, security robots are deployed for perimeter patrols.
Achieving ambitious net-zero targets and navigating the complex landscape of environmental, social and governance reporting requires a new generation of advanced technological innovations. This calls for platforms like Schneider Electric’s EcoStruxure, IBM Envizi and JLL’s own technology platform, Azara, to help organisations achieve their ESG goals.
ESG platforms act as a central data lake. They use a combination of methods to automatically ingest this diverse data. By creating a single, auditable source of truth, these platforms provide the foundation for any credible ESG programme. You can finally trust the data you are using to set goals and report progress.
Let me reiterate that digital tools are the engine for moving sustainability from a vague corporate goal to a set of measurable, manageable and reportable outcomes. They provide the crucial link between intention and action.
QUALITIES OF AN FM PRO
• Hybrid skill set that combines traditional engineering and operational knowledge with data literacy, technology acumen and financial modelling
• Ability to interpret dashboards, identify trends, build business cases for technology investments
• Communicate the value of FM in terms of business outcomes like productivity, talent retention and brand reputation
• Weave easily through the complex ecosystem of technology vendors, service providers and internal stakeholders