ISS Facility Services uses ToolSense to make asset operations more transparent, faster to document, and easier to manage. This customer story focuses on the operational change: cleaner asset data, quicker issue handling, and maintenance workflows that teams can follow in daily work.
ISS is one of the largest facility management groups in the world, 350,000+ employees across 30+ countries. Sulman Rafiq is the Cleaning Products Manager for ISS Australia and New Zealand, based in Melbourne. His role: take global and regional best practice on cleaning equipment and bring it down to the 1,400-strong ANZ workforce serving everything from technical and soft FM to security and aviation.
How ToolSense reached the ANZ business
ISS Austria had already been running ToolSense for some time. After demos with the global team in Denmark and Austria, Sulman saw what proof-of-service data could do for the Australian operation. “We were looking for something that could give us proof of evidence and tracking of the assets,” he says, and the ANZ rollout followed.
Before ToolSense: manual checks, slow breakdown response
Across a sprawling national footprint, equipment inspections were handled site-by-site with whatever local tool happened to be in use. The recurring pain wasn’t the checks themselves, it was what happened when a machine broke down. Reporting the issue to a service provider in time, getting the part on order, getting the machine running again: each step lost hours or days against the contract clock.
Proof of service, on the screen
The standout in the demo was GPS tracking on sweepers. The platform shows where a machine was used, when it stopped, how many kilometres it covered, even what speed it ran at. For the customer, that’s proof-of-service evidence on a screen rather than a written claim. For ISS, it’s the visibility to know which machines are idle, which are over-used, and which need attention before they fail.
Pre-checks, which ISS Australia already ran rigorously, moved off paper. Operators scan a QR code on the machine, get the right checklist for that asset, and submit, fully documented, fully transparent. As ToolSense CEO Alexander Manafi notes from the platform data, it’s “heavily, heavily used by now.”
The GPS tracker on the sweeper tells the customer exactly how many kilometres were covered, where it started, where it stopped. That’s proof of evidence of service delivery, not a written claim.
Sulman Rafiq · Cleaning Products Manager, ISS Australia & New Zealand
The next decade
Sulman sees ToolSense as part of ISS’s broader digital push: minimise downtime, lift asset productivity, layer in AI where it adds real signal. The cleaning business is labour-intensive, keeping the equipment running properly is half the contract, and the partnership is set to deepen across sustainability, efficiency and the fleet management side of facility operations.
