JLL

Jones Lang LaSalle (JLL), one of the world's largest commercial real estate services companies with $19.4 billion in revenue (2021) and over 103,000 employees, operated its facilities management and workplace services through the Work Dynamics segment. Work Dynamics generated $11.9 billion in revenue and $1.7 billion in fee revenue in 2021 (JLL FY2021 earnings release). The segment encompassed Workplace Management, Project Management, and Portfolio Services — but these service lines operated with limited integration. Corporate clients increasingly demanded unified workplace solutions combining occupancy management, project delivery, and portfolio optimization under consolidated provider relationships, particularly as post-COVID return-to-office strategies required coordinated facility planning. JLL's property management services covered approximately 3.0 billion square feet globally (JLL 10-K). Competitors were investing in integrated service models, and JLL needed to deepen its offering to defend and grow its position in the large-contract integrated facilities management (IFM) market.

Between 2021 and 2023, JLL expanded and integrated its Work Dynamics service delivery model:

• Unified workplace management offering: Consolidated facilities management, workplace experience, and sustainability services under the Work Dynamics segment, enabling clients to contract for end-to-end workplace management through a single provider relationship rather than managing multiple vendors.
• Workplace Management scaling: Aggressively grew the Workplace Management sub-segment through new contract wins and expanded scope on existing accounts. Workplace Management fee revenue grew 15% in 2022 and continued growing 7% in 2023, reaching $806 million in annual fee revenue (JLL FY2022 and FY2023 earnings releases).
• Technology-enabled service delivery: Invested in JLL Technologies (a separate segment generating $214 million in revenue in 2022) to provide data analytics, space utilization monitoring, and workplace management platforms that supported integrated service delivery across client portfolios.
• Contract consolidation strategy: Pursued larger, multi-service IFM contracts that bundled Workplace Management, Project Management, and Portfolio Services, increasing revenue per client relationship and creating switching costs through deep integration with client operations.