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Transcript
A conversation with Serta Simmons Bedding’s CHRO on centralization, accountability, and operational efficiency
As organizations adapt to evolving workplace dynamics, facility operations play a critical role in enabling productivity, efficiency, and growth. For Serta Simmons Bedding, consolidating multiple offices into a centralized headquarters required a more integrated approach. The building also houses another tenant, adding to the complexity of operations.
We spoke with Esther Ni, Chief Human Resources Officer at Serta Simmons Bedding, about how ABM Performance Solutions supports their facility operations and what other organizations can learn from their experience.
Q: Can you tell us about your role and how it connects to facility operations?
As CHRO, I lead HR communications, but I also have responsibility for our new Doraville, Georgia facility. That includes oversight of the workplace environment and ensuring that the building supports our employees and day-to-day operations effectively.
Q: What changed in your facility operations in recent years?
In early 2025, we consolidated multiple offices into one and added a new tenant into our building. At the same time, we brought in a dedicated Account Director through ABM Performance Solutions. That shift to having a true single point of contact made a significant difference in how the building operates day to day.
Q: What challenges were you facing before fully adopting the ABM Performance Solutions model?
Even though we had the services in place, we weren’t operating under a fully integrated model. We were trying to manage a lot of things ourselves, like coordinating vendors, schedules, and service delivery.
That approach just wasn’t efficient or effective. Without a single point of accountability, it was harder to ensure consistency, quality, and alignment across all services.
Q: How did those challenges impact your operations?
In previous locations, we were often in multi-tenant office towers where we had limited control over the facility.
Now, in our own building, expectations are higher. We need everything to run smoothly, from cleaning to life safety systems. Having stronger oversight and more control has helped us operate more efficiently and improve overall productivity.
Q: What services are included in your ABM Performance Solutions program today?
It’s a comprehensive, single-source model. ABM supports cleaning, parking lot maintenance, facility maintenance, mailroom operations, landscaping, meeting room setup, and management of all life safety systems.
ABM also oversees contractors and manages services like HVAC, mechanical, and plumbing. It’s essentially all day-to-day facility operations under one structure.
Q: What stands out most about the ABM Performance Solutions model compared to managing services internally?
The biggest difference is accountability and expertise.
Before, we were trying to manage multiple vendors without having deep expertise in every area. Now, with a single point of contact who has extensive experience managing large facilities, I don’t have to worry about how the work is being performed or whether vendors are meeting expectations.
That level of over sight and ownership has been a major improvement.
Q: How does the ABM Performance Solutions single point of contact model impact your day-to-day operations?
It simplifies everything.
Instead of figuring out which vendor to call or who’s responsible for an issue, I go to one person. We're constantly in contact about everything going on in the facility, from janitorial to security and safety to building maintenance. If something goes wrong, I don't have to think about who to call. I call our Account Director. That level of efficiency makes things run much smoother.
Q: How has ABM Performance Solutions helped with financial and operational visibility?
We recently renegotiated our contract and consolidated all vendors and third-party suppliers under one structure.
That makes it much easier to manage budgeting and track expenses. Instead of dealing with multiple invoices across different teams, everything flows through one source. It’s more efficient and much easier to manage.
Q: What was the transition to this model like?
It was very smooth.
The ABM Performance Solutions model became fully integrated when we introduced a dedicated Account Director. They work closely with both our team and the other tenant in the building, ensuring communication and coordination stay consistent.
Q: What advice would you give to other organizations considering an integrated facility model?
If you have in-house expertise that can manage every aspect of facility operations, that’s one approach. However, it’s rare to build an internal team with that kind of knowledge. For most organizations, having a single partner who can manage all services brings a high level of efficiency, accountability, and quality.
At the end of the day, knowing exactly who is responsible makes a big difference. If something goes wrong, I don’t have to think about who to call. I call one person at ABM. That simplicity and clarity are incredibly valuable.
As the workplace evolves, so do our solutions
As workplace expectations evolve, facility operations must keep pace. Serta Simmons’ experience highlights how an integrated approach anchored by accountability, coordination, and scalability can help organizations navigate complexity while maintaining focus on their core business.
