Case Study

Ipsen

At Ipsen’s newly housed UK headquarters based in The Point, Paddington, and its neurotoxin research and manufacturing centre in Wrexham, Samsic delivers professional cleaning services that are driven by innovation. Fulfilling Ipsen’s need for a culture of continuous improvement and development in their facilities, Samsic has been enhancing the operational efficiency of both buildings since their introduction in 2024, supporting the development of healthier, more productive working environments for Ipsen’s teams.

The Benefits

Although Samsic is a relatively new cleaning supplier for Ipsen, the operational impact of the cleaning service has been significant and has delivered excellent results. Testament to the success of our mobilisation within Ipsen Paddington, Samsic was quickly awarded the contract for Ipsen’s Wrexham research and development facility, due to the enhanced culture of innovation which was immediately implemented within Paddington.

Six months into our partnership with Ipsen, discussions are underway with CBRE to expand Samsic’s services globally within Ipsen, enhancing our innovative approach to continuous improvement and development across Ipsen’s operations and workplaces worldwide.

With innovation at the forefront of Samsic’s operations within Ipsen, driving the ongoing success and development of the contract, Samsic provides monthly improvement suggestions to be trailed and implemented. These suggestions are supported by open and regular weekly, monthly, and quarterly communication with Ipsen, ensuring that Samsic’s services are constantly evolving to meet Ipsen’s changing needs and that both companies are working together to enhance the overall performance of both facilities.

Key performance indicators (KPIs), developed collaboratively by Samsic and Ipsen to measure the contract’s success, consistently score 95% – an impressive achievement when considering the high footfall of the Paddington office, and the clinical demands of Wrexham. The KPI scores, along with the overall success of the contract, showcase the professionalism and dedication of Samsic’s cleaning team, who are fully engaged with the needs of the client. For example, the day janitor, who consistently goes above and beyond in her role, is recognised by Ipsen as a valued member of the team, with Samsic rewarding her contributions through our Employee of the Month initiative.

The dedication of our people in meeting Ipsen’s needs develops the clients’ confidence in our service and reinforces an open culture of communication and collaboration.

As a global company, Ipsen is committed to making a positive community impact. To support their values, the Wrexham site partners with the local Nightingale House Hospice, which provides palliative care across the community. Samsic, who share similar values in social responsibility and community empowerment, has offered a plan of action to support Ipsen’s charitable efforts. Free monthly cleaning and sanitisation, alongside a donation of our chemical-free cleaning solution Toucan EcoActive, has been scheduled for 2025, alongside active participation in Nightingale Houses’ fundraising events.

The Challenge

Ipsen’s flagship office space in Paddington opened in March 2024, having relocated from Slough. The office space boasts state-of-the-art facilities and accommodates 300 of their UK employees. For this new location, Ipsen and CBRE needed to source a new supplier who would provide innovation and a drive for continuous improvement and development. Cleaning innovation had lacked in their Slough premises and Ipsen was keen to ensure their move to Paddington would enhance their offices as a workplace destination. The supplier also needed to match Ipsen’s values around sustainability and community collaboration.

Samsic was selected to support the new building, with CBRE appointing Samsic as Ipsen’s professional cleaning supplier based on our strong relationship with CBRE and our ongoing success within other CBRE accounts. Our ability to integrate enhanced processes and innovative technology into our client cleaning services was a key indicator of our value, our approach of continuously assessing our procedures ensuring ongoing efficiency, high standards, and low incident rates.

Beginning our services with a comprehensive mobilisation plan and a deep clean service to support Ipsen’s relocation to The Point in Paddington, Samsic immediately began to develop a communicative culture of continuous development with Ipsen, helping to ensure the successful opening of their Paddington offices.

During this period, it became clear that additional support was needed for the Paddington site’s launch. To meet Ipsen’s needs, Samsic began to provide two extra service hours each day at no extra charge to ensure the site’s readiness until the contract could be revised to match the evolving requirements.

The Solution

Measures implemented to ensure the success of the cleaning service for Ipsen, and the betterment of their workplaces for their teams, have to date included the following innovations.

    • TaqtOne Resource Management Tool:

At Ipsen’s Wrexham facility, Samsic has implemented TaqtOne software to manage attendance, incidents, and satisfaction. TaqtOne has a multitude of functions, including monitoring attendance and facility usage throughout the building, which enables the cleaning team to prioritise cleaning duties based on actual site usage. As spaces that remain unused during the day do not require cleaning, the team can focus their time and resources where they are needed most, which streamlines operations and reduces the wastage of cleaning materials and chemicals.

TaqtOne also provides operational traceability, holding team members accountable for their assigned tasks, as well as triggering alerts of missed duties to ensure all work is completed as required, including any emergency requirements, and as such reducing incidents. The attendance function of TaqtOne additionally tracks the attendance of cleaning team members, allowing Samsic management to efficiently manage absences and ensure duties are covered seamlessly.

For CBRE and Ipsen management, team schedules are imported into the TaqtOne system, which provides real-time tracking and transparency of daily operations. This allows for swift reporting, monitoring, and incident management, with Samsic management able to quickly schedule interventions.

    • PEGO Commercial Streamlining Tool:

Currently being trialed at Ipsen’s Paddington office, Samsic has implemented the innovative PEGO solution to deliver ultimate outcome-based cleaning.

PEGO simplifies processes for cleaning operatives whilst providing enhanced efficiency. This advanced solution combines multiple technologies, including a digital twin of the building, task management software, sensors, computer vision, and AI, and is leading Ipsen’s cleaning service into the future.

Cleaning schedules, processes, and specifications are fully customised to meet Ipsen’s daily needs and are then integrated into each cleaning operative’s PEGO mobile app, with push notifications enabling real-time, demand-driven cleaning. Tasks can then be easily marked as completed or not required, with the option to upload images and submit feedback.

Building occupants and management can also alert cleaning teams to emergency spillages through PEGO, and can provide feedback, which helps to establish a valuable feedback loop that supports continuous improvement on the ground and offers fast incident resolution.

    • Toucan EcoActive Chemical Free Cleaning:

Supporting sustainability within each of Ipsen’s sites, as well as offering unparalleled cost efficiencies, is our Toucan EcoActive chemical-free disinfectant and cleaning agent. Toucan is created from a simple tap water and household salt combination, with an electrical current running through the mix to create an ionized solution and can be created on-site and on-demand.

With our cleaning team’s trained to create Toucan, it eliminates the need for new plastic or packaging resources and replacements and has achieved a remarkable 97% reduction in single-use plastics.

Within Ipsen’s Wrexham R&D facility, Toucan is widely used due to its 99.999% kill rate of all allergens, micro-organisms, and germs.

Samsic has also trialed co-botic technology within Ipsen to reduce the reliance on cleaning operatives in high-footfall areas. Additionally, a new supplier, Serious Tissues, has been introduced for toilet paper and handwash. As a trusted Samsic partner, Serious Tissues provides plastic-free, carbon-neutral, and cruelty-free products. With every purchase, trees are planted, further reinforcing Ipsen and Samsic’s commitment to sustainability while upholding high hygiene standards.

The introduction of innovative cleaning technology at Ipsen has significantly enhanced processes and service efficiency, however, the dedication of our valued team of cleaning operatives remains essential to our success. Supporting our people is crucial to delivering exceptional results for our clients, including Ipsen, and we ensure all team members are supported and encouraged as they progress in their careers.

Upon mobilisation, all Ipsen cleaning operatives underwent a baseline skills analysis to assess their competency levels, with baseline skills courses provided to promote quality service deliverance. The team then receive access to bespoke training programmes delivered through our Learning Management System (LMS). Samsic management carefully selects courses from our extensive database, which includes hundreds of modules, including BICSc-accredited cleaning courses. Training is ongoing and tailored to Ipsen, educating the team on new site innovations and reinforcing quality standards and guidelines.

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