Pazo Insights

The Indian Retail Industry

Organized retailing and e-commerce are two channels that have brought in superior supply chain capabilities and hitherto unseen price efficiencies that have brought down the end cost for the customer.

More than 85% of retailers have not been able to meet their original vision and have had to rethink their goals. A lot has been said about the disruption caused by the revolutionary pace of digital access which has made retailers rethink their strategy and value proposition.

A large number of retailers encountered myriad challenges of execution in an environment where the quality of real estate, talent, and infrastructure were not keeping pace with the expansion plans of the retailers.

The new challenges retailers are facing today include engagement, digitization, trust, and disruptions.

The Challenges

Four major reasons many offline retailers have struggled are:

  1. On-ground realities being different than envisioned – Major retailers announced massive plans to expand and grow in an under-penetrated market, but the ground realities they encountered allowed only a few of them to remain true to their envisioned scale of business. 90% of the retailers could not achieve their envisioned scale.

  • Executional challenges –  The industry is dominated by suppliers that have a stronghold over retail margins. Although the balance of power between suppliers and organized players is changing, organized retail’s low contribution to the suppliers’ overall business continued to pose a challenge on extracting higher intake margins. Added to this, Indian customers being value-conscious puts pressure on price points, resulting in lower size per transaction.


  • Dilution of value proposition – 35% of retailers failed to achieve scale on account of the lack of a clear value proposition. In an attempt to simplify operations and scale rapidly, retailers positioned a largely homogenous offering that did not reflect a deep understanding of local customer preferences and mindsets. Moreover, challenges to profitability and capital allocation for scale limited the investments in strengthening the value proposition for customers.

  • Competition from well-funded online players – Physical retailers were hit hard by the emergence of e-commerce as an alternative channel. E-commerce sites having frequent sales and discounts caused a shift in consumer preference towards online retail. Approximately 48% of consumers preferred online shopping because it provided better prices and discounts.

Growth Opportunity

There are close to 10 million stores in India and about half a million distributors. Less than 2% have been digitized so far.

Organized retail in India accounts for 8% of an approximately 600 billion USD dollar market. Compared to the size of other South East Asian markets, this figure indicates the tremendous scope for growth for organized retail in India, both in terms of penetration as well as predicted CAGR till 2020.

Many macroeconomic fundamentals continue to boost India’s high-potential retail market. These include:

  • India is one of the fastest-growing economies in the world. It has the second-largest population and accounts for 17%3  of the world’s population and 3% of global consumption. 
  • India has the highest consumption growth amongst the top 10 countries ranked by size of household final consumption expenditure (HFCE).
  • Per capita income in India has nearly quadrupled since the start of the century, rising from 452.4 USD in 2000 to 1,593.3 USD in 2015. This has put more disposable cash in the pockets of consumers, who are not hesitant to spend it.
  • The consumption growth in India can be attributed to the democratic rise in affluence, which is not limited to just the metros or a limited income bracket.

Trends Brands Are Adopting

Brands have a large distribution play and they have worked with small stores for years. But they were always dependent on data from distributors and thereby pushed the product to small stores rather than understanding what is sold by region.

  • Reliance Retail plans to use artificial intelligence, machine learning, blockchain, and cloud computing to help kiranas become competitive. With this move, it will gain data of 900 million Indians, which will help it become a full-stack data company. Not only will it have B2C consumption data, but it will also have B2B data from kiranas and Jio.
  • SnapBizz, which makes point of sale (PoS) machines and billing solutions, offers an on-demand video platform for small stores about the offers available on various products, helping them increase margins by pushing up sales.
  • Bizom provides sales force automation and supply chain automation solution, increasing sales force productivity and sales growth
  • Mobisy has created a network of its own distributors or stockists, all of which are multi-brand. This allows a kirana owner to get products of various brands from one stockist. The platform tracks order management, distributor management, a retailer app, BI and analytics, field force management, claims management, van sales automation, and channel management.

Other Stats



Pazo Insights

Emerging Trends in the Facility Management Sector- India

  • The India Facility Management Market is anticipated to record a CAGR of 18- 24%, over the forecast period (2020 – 2025). The growing emphasis on outsourcing of non-core operations and growth in the real estate sector is expected to drive the Indian market for facility management services.
  • The growing trend of outsourcing the non-core operations in the country is expected to increase the demand for Facility Management Services. The facility management services are outsourced services and are primarily preferred by companies where a high standard of cleanliness is expected.
  • FM industry is gearing up for a historic shift towards automated services, with considerable investment of manpower and resources toward creating technology-driven services platforms
  • The biggest challenge faced by the industry is to transform the perception of FM services beyond traditional housekeeping services. Building maintenance is inarguably the core of FM services, but today also spans sophisticated requirements spanning Integrated Facilities Management, Industrial Facilities Management, Specialised Engineering Services, and Soft Services.



facility management trends 2020

Growth Opportunity

future direction of facilities management

The Indian Facilities Management industry is in the midst of rapid development. The anticipated growth in the market can be attributed to:

  • Growth in commercial and residential real estate
  • Increase in SEZs, mega food parks, smart cities, and housing projects
  • Greater awareness of cleanliness and hygiene amongst industries
  • Reduction in operating costs of the facilities/buildings
  • More outsourcing by corporates who were hitherto insourcing
  • Inability to provide specialized cleaning by inhouse personnel
  • Increased business activities from Tier-2 and Tier-3 cities
  • Increase in outsourcing of facility management services by Government offices

facilities management industry statistics


facility management industry in india

  • Generation Y –  the tech-savvy, connected, urban, and educated millennials – will make up half of the global workforce by 2020. Hence, FM professionals are investing more in balancing the preferences of different generations, thereby, contributing to the market growth. 
  • Smart technology and artificial intelligence are also expected to provide the market for facility management solutions with significant growth potential. According to CBRE, there will be 25 billion connected things in use by 2020 up from 4.9 billion in 2015
  • It is predicted that intelligent buildings will be commonplace by 2020. Every asset or device within the building, such as lights, sensors, windows, HVAC units, doors, and CCTV, will have a unique identity and be fully integrated into a network. This trend requires huge planning and, therefore, solutions and support from FM providers.
  • Among the IoT applications, FM providers find a huge expansion scope. While for smart buildings, sensor-controlled HVAC and smart navigation, including emergency evacuation are used, however, for resource management, sensors on resources, like rooms, desks, and parking spaces, providing real-time data on space usage and availability are present.
  • Automobiles and transport also become an area of interest for FM providers as driverless cars bring auto traffic management and navigation, and sensors collect data on infrastructure alerting real-time issues and scheduling preventative maintenance- based on predictive analytics.
  • The total number of professional service robots (covering use in logistics, defense, medical, and field sectors) sold in 2018 rose by 61% to more than 271,000 units, up from roughly 168,000 in 2017. As sensor technologies open up new robot applications, the total number in facilities maintenance could be much larger.

Other Stats

How Pazo Helps Make Facility Management Better

Pazo helps maintain brand standards and consistency across all the multi-site facilities you operate by making maintenance teams more productive. Pazo empowers the deskless workforce to:

    •  Make operations efficient: When routine operations are carried out in the most efficient way, customer satisfaction comes naturally. It’s not easy to manually keep a tab on every employee and task being carried out in different areas in the facility, more so if you’re a multi-location manager. Technology has advanced quite a bit and now, working smarter has become easier. Using Pazo you can connect to all your team members instantly, get real-time data on the tasks being carried out across all your locations and raise a ticket and assign a turnaround time to ensure issues are resolved by the designated employees within the stipulated time
    • Increase asset life cycle: Save time and resources by digitizing your tracking processes. Have tasks assigned to the field workforce through easy and detailed checklists to rest assured that all critical assets are maintained in optimal condition? Having a preventive approach and inspecting equipment on a regular basis can help maintain them better. Software up-gradation, repairing equipment, re-installation of equipment, eliminating possible machinery defects, etc. comes under timely inspection. Inspections can save costs spent on managing damages and control. Assigning checklists to departments ensures that these important inspections are not missed out and also allows you to take corrective measures as fast as possible
  • Standardize operations & service delivery across locations: A successful facility consistently delivers excellent service to all its occupants. Service quality needs to be consistent, especially when you’re a multi-chain operator
  • Integrate with PMS solutions: Integrating PMS solution with work orders and routine operations, retrieving O&M manuals, floor plans and asset information have improved value to organizations of up to 45%
    • Integrate to IoT devices: Internet of Things is becoming a convenient asset in improving performance, efficiency, time, and cost savings in integrated facilities management services. When utilized the right way, IoT systems can reduce energy bills and provide insightful data to improve operational efficiency and provide a better tenant/employee experience. CBRE’s report has noted that 25 billion connected things will be in use by 2020 up from 4.9 billion in 2015
    • Manage Issues: Report issues and breakdowns with location and images with real-time insights, ensuring that the department resolves the issue in the shortest time to ensure customer satisfaction
  • Improve Communication: Ensure clear and effective communication between departments at the individual facility locations and the head office. Coordinate task assignment and completion, surveys, feedback and compliance across all locations you operate to ensure consistency in customer satisfaction and SOPs




Want to see how PAZO can make your routine operations better? Talk to our Client Success Officer today


Coronavirus Preparedness Checklist

At the time of writing this article, there are over 294,110 confirmed cases of COVID-19 across the world as per the World Health Organization (WHO). As the Coronavirus pandemic escalates day by day, PAZO’s top priority is to keep their customers and employees safe and prevent the spread of the virus.

The below-mentioned checklist is for PAZO customers which they can find in the Pazo checklist templates and can implement them in no time. 

Coronavirus Preparedness Checklist:

Here is the Coronavirus Preparedness Checklist which you can put into immediate use:-


S. NoQuestionnaire CheckAction
For Management - One Time Checklist
1Emergency communication plan developed for distributing timely and accurate information to your employees ?Yes / No
2Are all employees equipped with disinfectants, sanitizers, gloves and other protective equipment, particularly for those who engage directly with customers ?Yes / No
3Soap and paper hand towels are available in sufficient quantities next to all sinks
(both in toilets and next to all hand wash sinks)
Yes / No
4The procedure to check and refill the supplies is established and working.Yes / No
5There are no-touch bins to dispose of tissues used by employees in restrooms.Yes / No
6As a precautionary measure are you promoting the use of video conferences for meetings?Yes / No
7Are the employees getting encouraged to mark their attendance online instead of using biometric systems?Yes / No
8Are the employees suffering from cold, cough or fever being consulted by the doctor?Yes / No
9Are there any spaces that can be used to seclude sick people if needed?Yes / No
10Have you stuck signages/posters on the walls that encourage staying home when sick, cough and sneeze etiquette and hand hygiene at the entrance to your workplace and in other workplace areas where the employees are likely to be seen?Yes / No
11Has the FM team established priorities for continuing FM functions throughout the COVID-19 pandemic ?Yes / No
12All employees,staff members, have been informed and trained on the COVID-19 precautions?Yes / No
13Do you have contact details of emergency services like Fire, Police, and Emergency Medical Services as there will be a delay in such services ?Yes / No

S. NoQuestionnaire CheckAction
Maintenance of facilities | One Time :
1Building closures and/or access restrictions details have been passed to the occupants ?Yes / No
2Are colleagues, visitors, vendors entering the premises getting their temperature checked ?Yes / No
3Is there a routine cleaning happening at all frequently touched surfaces in the workplace, such as workstations, countertops, and door knobs ?Yes / No
4Have you reviewed your HVAC system, its major components, as well as air and water distribution ?Yes / No
5Have you taken security measures to protect critical assets that are in short supply ?Yes / No

S. NoQuestionnaire CheckAction  
Daily maintenance checklist :
1Cleaned Light Switches?Yes / No
2Cleaned Elevator buttons?Yes / No
3Cleaned Chair arms ?Yes / No
4Cleaned Cabinet and file drawer knobs/handles?Yes / No
5Cleaned Door knobs/handles ? Yes / No
6Cleaned Handrails?Yes / No
7Cleaned Sinks and Faucets ?Yes / No
8Cleaned Food items/Drinks Vending machines ?Yes / No
9Cleaned Window Sills ?Yes / No
10Cleaned Counter tops?Yes / No

Protect yourself and others by doing the following:

Follow these Do’s and Don’ts – by Ministry of Health & Family Welfare (Government of India) – Official Poster

  • Wash your hands frequently
  • Avoid touching your eyes, nose, and mouth.
  • Don’t get close to anyone who has cold or flu-like symptoms.
  • Clean frequently touched objects and surfaces.
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash.
  • Notify your work if your schedule needs to change

Communicate with your team, ask for their opinions, create Pols, ask for feedback on how well the situation is being handled.

Before spreading awareness, let’s educate ourselves because spreading the right information is as important as protecting ourselves. 


Pazo Got A Makeover with V8.0!

Pazo has gotten quite a makeover since our last update and we’re excited to let you know how we’re striving to be better than we were yesterday. Here’s what new with Pazo 8.0:

Dashboard Updates

1. User Onboarding For Web App

Now, first-time users will find it easier to understand how Pazo works, from the first go! With the newly launched Pazo onboarding, you will now be able to take a tour of Pazo while we take you step-by-step to get you acquainted with the system. 

2. Modified UI in Mobile App

With the UI enhancements, now it’s easier for users to distinguish the different drafts saved on the dashboard. You will now be able to distinguish between saved drafts by the first answer, if the answers are a single select option, number, drop-down or a short text, by default.

3. Customised Web App Custom Dashboard

Data comparison is important while refining routine operations. This is why we have introduced a few new graphs on the custom dashboard in the web app. The new graphs we have added are:

    1. Flagged issues graph: In the issue data graph, you can now view and compare all issues raised on flags. This graph will also include issues auto-raised on flags as well as issues manually raised on flags
    2. Flags resolved graph: In the checklist data graph, you will now be able to data on all the flags resolved. This graph will also include auto-resolved flags when the issue status changes, as well as flags, resolved manually. The same graph can be created for a particular checklist as well
  • Checklist score percentage: You can now add checklist scoring graphs for consolidated checklist score as well as individual scoring checklists

It is now easy to compare individual preferences on the desired date ranges like the previous period, previous year and custom date ranges. You can also add up to three fields within a graph to help in more accurate comparison. All the new graphs are optimised for reduced loading time so you can access the data you need without a long wait. 

4. Enhancements in the Web Tabular Dashboard

We have now made it easier for zonal heads to view data more clearly. With the new enhancements on the tabular dashboard, you can now view and compare data zone-wise (according to site groups). The Zone View allows you to view a List of Site Groups wise information. Clicking on any Number in will allow you to view the Site Level Information of the selected Zone

You can also download an excel report for Weekly/Monthly schedules from the Tabular Dashboard


1. Scan QR Code To View Location History

You can now view location history by scanning the QR code. Based on your department permissions, scanning the QR code will give you access to view all checklists submitted & issues raised at a particular location. You can also apply the desired filter to view only issues or submitted checklists. The location history will provide data as far back the day the location was created. 

2. Raise Issues on Submitted Checklist Images 

Previously it was not possible to raise issues on images submitted via checklist. Now, you can raise an issue from the checklist report page on the submitted images. All you need to do is to click on any image submitted to raise an issue. You can also annotate the image on  Mobile App and mark inconsistencies if any

3. New videos field in Checklist Submission

We have introduced a new video feature when checklists are being submitted. With the help of this feature, users submitting a checklist will be able to record a live video up to 1 minute long as an answer type. Submitted videos can be viewed in the Gallery and reports page.

4. Make Image Attachments Mandatory


You can now make a maximum of 3 images as a mandatory option for every answer field when a checklist is being submitted. Make sure you check the ‘Attachments Mandatory’ option for specific questions. During checklist submission, attachments will be mandatory only when a question is answered. 

5. Expand & Collapse Group Options

Now it’s easy for users to expand or collapse a group of questions while submitting a checklist. In order to make the process easier, the most recent status of the expanded or collapsed group is retained until the final submission of the checklist. Whenever you revisit the checklist, you don’t have to manually expand a previously used group again.

6. Choose Pre-Made Checklist Templates

Now Super Admins can choose a pre-defined checklist template without having to create a new one from scratch. You can choose an industry type and view the list of available checklist templates. Checklists can also be selected one at a time and saved to make it available for scheduling. All saved checklists will be available on the Manage Checklists page

7. Checklist Image Gallery Modifications

It’s now easy to filter images by flags in the image gallery. All flagged images and the images

attached along with a flagged field will be shown when this filter is applied.

Other Important Updates:

1.  Integrate Google Sheets As a Trigger

With our new Google Sheets integration, you can now send checklist submission details directly to a Google Sheet of your choice. To add Google Sheets as a trigger, you must grant permission to access your google sheets. The google sheets trigger can only be modified by the user who created it.

2. Receive User Report Via Email for Gamification

We have added a feature to add a user report as part of the attachments in your Weekly Summary Emails. The user report will be sent to Super Admins, Site Admins and Viewers as per site and department permissions. 

The Users Excel contains the following information:

  • Active Users information such checklists submitted, issues raised, reviews done, the average time taken for checklist submission, etc.

  • Site Wise List of Leaders and Laggards based

  • List of Inactive Users which haven’t logged in to App or performed any activity on either Web App or Mobile App for the last 30 days

3.  Email Notifications For Issues Raised

Now users with Issue Requester permissions will get an email notification on their registered Email account whenever an Issue is raised by themselves. If a user doesn’t have an email registered, then no Email must be received. This is a default trigger, i.e. there is no setting for this anywhere in the system. The Email format will be the same as the one which is sent to the user who has Raised an Issue

4. Add Site-Specific Logos

With this new feature, Super Admins and Site Admins can add site-specific logos in the “Add Sites” page. These logos will appear on locations QR downloads

Do you have suggestions on features you’d like to see in our future updates? Let us know in the comments below!

Case Study


Sodexo is now able to resolve inconsistencies across its store experiences faster andmore efficiently using PAZO.

Founded in 1966, Sodexo is one of the world’s largest multinational corporations, with 420,000 employees that represent 130 nationalities and are present on 34,000 sites in 80 countries.


Sodexo has been known for their commitment to work and living up to its high standards of quality work. However when there are processes which need to be followed by people it sometimes becomes challenging to get the same level of commitment.

On a couple of occasions, there were escalations from clients on the output of cleaning service in their washrooms despite keeping aggressive frequencies in place.

Upon conducting the process scheduling study by PAZO, there was an observation made that checklists were filled either in advance or at the end of the day in one go.

So there was no absolute confidence if the cleaners were actually following the required frequency or were it just a tick in the box exercise.


The above problem made the management teams think of a suitable & right technology solution as 1 supervisor cannot be omnipresent all the time.

That is when PAZO was introduced to client ‘campuses to bring in the required discipline in work culture. Every day myriads of the standard operating procedures had to be performed at the facilities apart from the washroom checklists compliance. The staff from various departments such as Security Guards, Engineering, and also Housekeeping filled multiple checklists through pen and paper.

Apart from the timing, it was the adherence of the checklists in terms of the time, it was also about the right person filling it from the right place and the right person reviewing it. It was difficult to have a single person being able to be there at all places to review the content with which there was no confidence in the entire adherence of the set procedures.

With all the procedures being followed on paper-based formats, it was a difficult task to maintain and store all the records. A bigger problem was to store the records for a mandatory period of 3 years as per the audit guidelines. Also, paper-based registers made it difficult to pull up historical records whenever needed. Concerns highlighted on the paper based reports did not reach the right authorities at most of the instances.

At an average, every manager was spending 2-3 hrs of time for reviewing the work and in terms of following up with the staff for completing the work.

All the internal communication was completely driven on WhatsApp, through Emails and phone calls which made it difficult to track and take effective business decisions. As the sites had a lot of assets, it was a challenge to keep a track on the AMC’s


One important goal was to ensure the adherence of the checklists by all the departments from the right place and time from the right individuals. To achieve this goal PAZO was made life in a record time of 2 days.

It offered the key advantage of ensuring the staff gets the real-time notification to do the work from the designated positions through the help of QR codes that were strategically fixed. The feature of allowing visual proofs to be captured in real-time gave a lot of visibility for all the operations that were performed.

Monitoring all the facilities pan India from a single place now became a reality.

Nowadays, the employees at Sodexo turn to the PAZO Apps whenever they had to fill in a paper-based checklist. With increased employee discipline, PAZO offers real-time feedback for all the sites when something is not done in the way it has to be. While the checklists used to be randomly reviewed with small samples, PAZO makes it possible to automatically review ALL the checklists. Supervisors at Sodexo are now able to review ALL procedures frequently and accurately with 100% certainty.

The real-time aspect of PAZO software solution enabled Sodexo to create an escalation matrix which informs supervisors instantly whenever procedures haven’t been completed by the respondent at the right time. Subsequently, Sodexo is now able to resolve inconsistencies across its store experiences faster and more efficiently using PAZO.

The Benefits

  • Real-time visibility of all procedures at levels of hierarchy, instead of multiple days of delay.
  • Early notification of lapses to the right stakeholders is leading to immediate actions by the next level.
  • 100% certainty over the procedures, instead of mere sample testing (no false positives anymore).
Case Study

Brand Factory

Being an Indian leader in fashion, Brand Factory relies on PAZO to run their operations across all their retail stores.

Founded in 2006, Brand Factory (operated by Future Group) is a fashion retail chain that sells several Indian and International brands to individuals.

With more than 69 stores across 28 cities the company is one of the most successful fashion chains in India.
Brand Factory’s phenomenal success led to rapid expansion. The company already operated in 40 stores when celebrating its 11th birthday. With such a growth new challenges emerged.

Among others, it became difficult for the Head Office to overview the operations across its existing stores and the ones to be newly added. Therefore, Brand Factory introduced PAZO, to achieve transparency along all their standard operating procedures.

The Challenges

Every day myriads of operating procedures have to be performed at Brand Factory. Staff from various departments such as Facility Management, Warehousing, Logistics, and Cashiering etc. filled multiple checklists through pen and paper. In total, more than 30 registers had to be maintained across all stores, resulting in
tedious and error-prone manual work. Reviewing these checklists consumed many resources and slowed down the decision-making process.

It became apparent to the Management that communication represented an additional challenge to scaling. Teams at Brand Factory used WhatsApp to organize
themselves and run operations smoothly. Employees reported issues in chats, which were then resolved. However, WhatsApp is not designed for businesses and their needs.

With a growing scale, it became ever more challenging to keep track of tasks, issues and internal communication with WhatsApp. PAZO solved this problem for Brand Factory by gathering all operational communication in its service. Again, allowing the organization to regain visibility of their communication.

The Solution

One important goal was to knock off all the registers which had to be mandatorily kept for three years as a statutory compliance. Not only, were these registers the result of hundreds of hours of work, also were they causing unnecessary inventory costs.

PAZO offered a key advantage: Real-time visibility of back- and frontend operations, resulting in the ability to digitalize ALL paperbased processes. In only 2 days, PAZO was implemented across all stores at Brand Factory. Nowadays, employees at Brand Factory turn to PAZO whenever they had to fill in a paper-based checklist. With increased employee discipline, PAZO offers real-time visual proof for all stores. While checklists used to be randomly checked with small samples, PAZO makes it possible to automatically review ALL checklists. Supervisors at Brand Factory are now able to review ALL procedures frequently and accurately with 100% certainty.

One way Brand Factory uses PAZO is to regain visibility over its Visual Merchandising. In the past, managers used to track all in-store changes with weekly presentations and communicated over WhatsApp with all stores to ensure unified store experiences. Implementing PAZO allowed Managers to communicate the desired customer experience efficiently and to track the implementation of their change requests.

The real-time aspect of the software solution enabled Brand Factory to create an escalation matrix which informs supervisors instantly whenever procedures haven’t been completed by the respondent at the right time. Subsequently, Brand Factory is able to resolve inconsistencies across its store experiences faster and more efficiently using PAZO.

The Benefits

  • Real-time visibility of all procedures at levels of hierarchy, instead of multiple days of delay.
  • 100% certainty over the procedures, instead of mere sample testing (no false positives anymore).
  • Tracking of agency performance made easier.