An Interview with André Nauer, CEO of ISS Switzerland

Our success in 2024 is based on a strategic combination of several factors. Despite some reductions in our existing client base due to footprint and SLA optimizations, we were able to more than offset this decline with strong new business. With approximately 60 million Swiss francs in new business and organic growth of about 1.2%, we have established a solid foundation. In addition, gammaRenax played a key role by contributing a significant share of our inorganic growth.

83% of total revenue comes from integrated facility management services. The real estate services segment for real estate investors grew particularly strongly and now accounts for 16% of revenue. What services does this segment encompass?

In this segment, we provide services for all types of real estate, ranging from commercial properties and shopping centers to residential properties. In addition to infrastructure and technical building maintenance - including cleaning and waste disposal - our primarily integrated services also include maintenance of technical systems, exterior upkeep, landscaping, and winter services. This holistic approach has enabled us to establish ourselves as the market leader in this segment over the past three years.

The construction project management volume has risen to over 140 million Swiss francs. What kinds of projects is ISS Switzerland implementing?

With our construction project management services, we focus on projects within the real estate portfolios of our key accounts. The focus is on three project categories. In the area of workplace projects, we create the workplaces of the future for our clients to meet the growing demands for ergonomics, community zones, and interdisciplinary collaboration, as well as reduced footprints. In the area of asset replacement, we renovate or replace building services infrastructure that has reached the end of its life cycle. Examples include HVAC and electrical systems, roofs, facades, or complete building renovations. Sustainability-driven projects are becoming increasingly important, enabling our clients to achieve their energy reduction targets and Net Zero strategies. In this area, we implement, for example, heating replacement programs, PV system rollouts, and capital-intensive energy optimization measures.

How does ISS integrate into the collaboration between general planners, architects, and project management?

As part of our core expertise, we act in a fiduciary capacity to represent our clients’ interests in construction projects, for example as the client’s representative or as the client’s project manager. Thanks to our many years of experience, we can efficiently manage complex construction projects and provide clients with optimal support. We then assemble a project-specific team - including external partners from a network we’ve built up over many years. In doing so, we also have the option of acting as a general planner (GP) or a turnkey contractor (TU open book).

How do you measure success in terms of client satisfaction, and what kind of feedback do you receive?

We rely on continuous, direct communication as well as annual structured satisfaction surveys. Our retention rate has remained consistently at 97–98% for the past three years, and our referral rate of 89% speaks for itself. These figures confirm that our holistic approach and the quality of our service are highly valued by our clients.

Was there a particular moment last year that stands out in your memory?

Definitely Maundy Thursday, 2024. At 9 a.m., I received confirmation - independently of one another - from ISS’s two largest clients in Switzerland that they would continue their partnership with ISS for at least another seven years. I’ll never forget those phone calls - they strengthened our competitive position and demonstrate the great trust placed in our work.

ISS is increasingly focusing on digitalization to make building operations more efficient and sustainable. In which areas are you driving this development forward?

ISS relies on state-of-the-art digital solutions to make building operations more efficient and sustainable. The CUBE headquarters in Zurich serves as a living lab for innovation in collaboration with PropTech startups. Over the past year, ISS has developed several innovative solutions that use data and technology to help reduce costs and CO₂ emissions while simultaneously increasing end-user satisfaction. With market-leading solutions in workforce management and our globally established CAFM tool - supplemented by specific Swiss applications - we create transparency in the handling of planned and unplanned tasks. These technologies optimize operational processes, ensure compliant operations, and support compliance with complex commercial agreements.

Can you give a specific example?

A good example is our comprehensive workforce management system. All employees are scheduled in detail for their daily assignments. This ensures that the right skills are deployed in the right place at the right time. This is a key element in achieving the necessary productivity while simultaneously ensuring the desired level of service quality. This gives us a clear competitive advantage.

Where do you use artificial intelligence to make processes more efficient?

AI is an integral part of our operational excellence. In contract management, for example, we use RPA to automate administrative processes. In addition, AI-based solutions support marketing and communication, while new tools in the areas of invoice recognition and expense management reduce administrative workload.

AI development is advancing rapidly. What other opportunities do you see for ISS?

We expect AI to go far beyond automation. In the future, it will unlock new potential in the analysis of complex data structures, personalized customer engagement, and predictive maintenance. These developments will further enhance our innovative strength and efficiency.

Despite digitalization and AI, ISS Switzerland employs over 14,000 people from 130 countries. How do you fulfill your social responsibility?

ISS is firmly committed to talent development, internal growth, and social responsibility. With over 200 training and professional development programs, the company offers a wide range of career opportunities. It is particularly noteworthy that 63% of management positions were filled internally, while the proportion of female managers rose from 34% to 35%. In addition, ISS actively supports the integration of refugees: 354 people are currently employed by the company and receive targeted support as they enter the labor market. Furthermore, ISS offers career changers and people without formal education opportunities for professional qualification, such as through Article 32 for adult education in the building cleaning sector.

ISS Switzerland is also committed to sports: As a partner of Swiss Olympics and the United School of Sports, the company enables young talents to pursue a sports apprenticeship and a dual career. Furthermore, ISS promotes long-term employee retention through five structured recognition programs. The number of internal awards for outstanding achievements by individuals or teams rose by 45% last year, further strengthening the company’s culture of recognition and appreciation.

You’ve been with ISS for 27 years and have served as CEO for 22 years. What significant developments have you driven during this time?

Over the past few decades, ISS has undergone a major transformation - one shaped by four key developments. First, we have evolved ISS from a traditional cleaning company into a leading provider of integrated facility services. A key milestone in this process was the introduction of the term “Facility Services” in 2003, which had a lasting impact on the industry. Second: With the ISS Learning Hub, we have created a comprehensive training and continuing education program that specifically strengthens technical, social, and leadership skills - an investment in our talent and the future of ISS.

Third: The evolution from a single-service provider to a provider of integrated solutions. Our range of services has continuously expanded, and today we offer our customers tailored, holistic services - always with the goal of creating real added value for them. Fourth: What once began as a simple idea on a PowerPoint slide is now firmly anchored in our DNA. Our employee recognition program is reflected in over 400 annual awards and an exceptionally high level of retention among our leadership team. The result: stability, cohesion, and sustainable success - something I’m particularly proud of.

Source: Moneycab | March 2025