Project
- HVAC, Electrical & Building Management System (BMS) Services
Key Challenges
- Integrating AE Smith’s operational processes with Myer’s Oracle platform requirements.
- Maintaining safety and service continuity within high-traffic retail environments.
- Managing large volumes of reactive maintenance while minimising disruption to
live operations.
Outcomes
Successfully delivered and managed 425+ Priority 1B reactive works nationally, maintaining service continuity across live retail environments.
Achieved 72.5% on-time response performance for Priority 1B reactive maintenance requests across the national portfolio.
Delivered consistent HVAC, Electrical, and BMS services nationally, supported through Oracle platform integration and proactive asset management strategies.
The Client
Myer is one of Australia’s largest and most recognised department store retailers, operating nationally across major shopping centres and retail precincts. With a long-standing presence in the Australian retail sector, Myer’s operations require highly reliable building services and responsive maintenance solutions to support continuous customer-facing operations.
The national account represented a significant strategic partnership for AE Smith, providing broad exposure across multiple regions and reinforcing the business’ capability to deliver consistent service outcomes at scale. Since commencing the partnership in October 2025, AE Smith has delivered HVAC and electrical services across Myer’s national portfolio.
Leveraging strong relationships with key stakeholders, the team established a proactive and responsive service model focused on operational reliability, asset performance, and continuous improvement across all sites.
What we achieved with our Customer
The project focused on delivering a comprehensive national service solution across Myer’s retail portfolio, incorporating HVAC maintenance, electrical services, and Building Management System (BMS) support. AE Smith implemented a proactive and data-driven maintenance approach designed to improve system reliability, reduce operational risks, and support long-term asset performance across multiple locations nationally.
A key component of the project involved successfully integrating AE Smith’s internal workflows and service delivery processes with Myer’s Oracle platform. This required significant operational alignment and collaboration between both organisations to ensure streamlined communication, improved reporting capabilities, and efficient management of reactive and planned maintenance activities.
Key Outcomes
- 24/7 service capability delivered nationally across all regions
- Improved service delivery through proactive maintenance and asset management
- Enhanced operational visibility through
- Oracle platform integration
- Strong performance managing high volumes of reactive maintenance work
- Added value delivered through BMS optimisation and cyber security support
Operating within live retail environments presented additional complexities, requiring careful planning and strict adherence to safety procedures while minimising disruption to customers and store operations. Tailored safety measures and flexible delivery methods were implemented to support effective service delivery within high-traffic environments. The team also introduced an enhanced communication and response framework for cooling tower water treatment management, allowing issues to be identified, reported, and resolved efficiently.
Leveraging BMS insights and technical expertise, AE Smith supported Myer through proactive asset management strategies, including capital replacement reporting, system optimisation, and cyber security guidance for BMS infrastructure. This collaborative approach enabled improved operational performance, continuous service improvement, and strengthened the long-term partnership between both organisations.
Scale of the Contract
- 58 Myer sites serviced nationally across metropolitan and regional locations.
- 13 Cities in QLD, 34 Cities in VIC, 42 Cities in NSW and 7 Cities in WA all serviced amongst the company.
- Management of 3500+ reactive jobs across the portfolio.
- National delivery of HVAC, Electrical, and BMS services under a single integrated service model.
