Transforming FM performance at Butterfield with clarity and control

Butterfield, officially The Bank of N.T. Butterfield & Son Limited, is an international financial services group founded in 1858 and headquartered in Bermuda. The organisation provides banking, wealth management and specialised financial services across Bermuda, the Cayman Islands, Guernsey, Jersey, Switzerland, Singapore, The Bahamas and the UK, serving retail, commercial and institutional clients.

Butterfield’s facilities management team relied heavily on outsourced, manual and contract‑driven processes. This created inconsistent data, limited compliance visibility, inefficient reporting, and significant administrative rework. Paper-based workflows slowed operations, increased the risk of billing disputes, and made it difficult to gain a clear, consistent view of performance across a complex, multi‑jurisdiction estate.

A strategic partnership to modernise every aspect of FM delivery

Working with Neller Davies, a strategic advisor, Butterfield defined a clear FM strategy, governance model and technology roadmap before selecting MRI Software’s facilities management solution (Evolution) as its CAFM platform. This ensured technology was aligned to long-term operational goals from the outset. MRI delivered:

• Configurable, integrated CAFM modules for reactive, PPM, compliance and asset management.
• Mobile capability (MRI GO) to eliminate paper-based timesheets and enable real‑time job closure.
• Embedded SFG20 compliance, automated workflows and digital evidence capture.
• Centralised reporting and dashboards providing a single, trusted source of insight while reducing manual effort.
• A scalable, secure Azure-hosted environment supporting future global roll‑out.

Tailored training, UAT and supplier onboarding ensured fast adoption and strong system ownership across teams and partners.

Driving measurable impact across performance, compliance and experience

Butterfield’s adoption of MRI Evolution delivered significant improvements across operational performance, compliance governance and user experience. Processes that were once manual, slow and prone to error have been streamlined through automation and real‑time data capture.

This has not only accelerated day‑to‑day FM activity but also enabled teams to act on live data, improving responsiveness and accountability and strengthened relationships across teams and suppliers.

Key improvements include significantly faster reporting cycles, enhanced compliance visibility and improved service delivery, driven by mobile-enabled workflows. Sustainability gains and financial efficiencies have further reinforced the value of the new operating model, while staff and suppliers alike report higher levels of confidence and satisfaction.

The impact in numbers:

• Reporting time reduced from 3 days to 20 minutes thanks to real‑time dashboards and automated data flows.
• 30 – 40% faster job completion through MRI GO mobile workflows.
• 488 staff hours saved annually, equivalent to $31.8K in efficiencies.
• 80% increase in compliance visibility enabled by automated evidence capture.
• Vendor billing errors reduced to near zero, significantly reducing disputes.
• Audit effort reduced by 60% through automated documentation.
• $99.7K annual savings from energy and water efficiency improvements.
• Staff confidence increased by 40 – 45%, with supplier confidence rising 30%.
• Customer satisfaction up by 5%, with further uplift expected as the model matures.

Partnering with MRI Software and Neller Davies has allowed us to transform how we manage our facilities across the Butterfield Group. We now have the visibility, control and data-led insights needed to operate with far greater confidence and consistency.

MRI Evolution has not only streamlined our processes, but it has empowered our teams, on island and offshore, to work more efficiently and make faster, better informed decisions. The transformation has strengthened our compliance processes, improved our service delivery and created a more seamless experience for our colleagues and suppliers. It’s a step change in how we run our estate, and a strong foundation for what comes next.

– Butterfield Group