How Katoni Became a Trusted Extension of Key Client’s Team

Building Opportunities Through Expertise

When the client’s Close Out department needed full outsourcing for their As-Building Team, Loren saw an opportunity. Having worked with the client before, she understood their processes, challenges, and expectations. Rather than simply bidding on the project with a traditional ‘man hour’ mentality, she did it The Katoni Way.  Loren utilised her understanding of the business, operational, and regulatory drivers and likely measures of success focused on HSE compliance and commercially productive outcomes for all parties. This allowed Katoni to present a compelling case based on the client's existing cost base that saved money, increased regulatory compliance, and created a new specialist service for Katoni.

Relationships That Create Success

Business success isn’t just about delivering work - it’s about nurturing strong relationships. Loren had already established trust with the client’s contract holder and key team members. This familiarity meant that when Katoni became the formal service provider, the transition felt natural. By introducing the wider Katoni team as an extension of the client’s own, she ensured collaboration was seamless from day one.

Reflecting on the project, Loren said:

“This was my first experience managing a project of this scale, with ambitious KPI deadlines. I had the backing from my colleagues at Katoni and a trusted relationship with the client from day one, which was key to the project’s success. Internally and externally, we collaborated to create an extended team. My takeaway from this project is, if you have the right people and the right systems in place, it gives you the platform to deliver high-quality work.”

Transparency & Trust: The Cornerstones of Success

Loren understood that honesty and clear communication would be key in getting the project off the ground. From day one, she kept the client in the loop, providing transparent updates, even when challenges arose. Monthly reports showcased consistent progress, and regular communication ensured that the client always knew where things stood.

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The client immediately recognised the impact of this approach, with one representative stating:

“Good progress again. I am very pleased with how the contract is being managed, the resource issue having been resolved, the planning work we have been putting in for the pending spike in work, and the work being done to address the(inherited) “messy” legacy work. We have proven that this contract model can work for both parties, and it is ideal for our late-life phase of operations and associated cost pressures. The fixed-rate norms (per redline) have been achieved by Katoni, with not a single variation request, which is quite an achievement.”

But trust isn’t just built with words - it’s built with actions. By delivering on time and to agreed standards, Katoni proved its reliability. With open systems in place, the client had full visibility into workflows, reinforcing the confidence that nothing was ever hidden.

This commitment to transparency and execution led the client to acknowledge Katoni’s impact on backlog reduction and key performance indicators:

“Managing to achieve aggressive backlog reduction, alongside KPI attainment for 'new' work, has been particularly pleasing. CAT 1 backlog KPI target was achieved, and CAT 2 backlog KPI target looks likely to be achieved also. I see this contract as a collaboration, and in this regard, I find Loren and the wider Katoni team to be very helpful and easy to deal with. Keep up the good work.”

Results: A Partnership, Not Just a Provider

Katoni’s approach transformed the relationship from a standard service agreement into a true partnership. The client’s team sees Katoni’s Document Controllers and As-Building specialists as an extension of their own, collaborating daily to resolve issues. The relationship is so strong that Katoni is now embedded in the client’s operations, with Loren personally present in their office weekly, fostering a level of trust that goes beyond a traditional client-provider dynamic.

Summarising the success of the collaboration, a representative of the client said:

“Fantastic As-Building performance this year - establishing the contract, interfaces, and processes, working through backlog whilst also dealing with new work, and meeting/exceeding the CAT1/CAT2 goals for the year. We also recognise the ongoing service for new work (turnaround time and quality). Thanks also to Katoni DCC for managing uploads to our DCC system and supporting with BA TAR redline management. Looking forward to another productive year in 2025.”

The results speak for themselves:

• Loren, supported by the wider Katoni team, has delivered high volumes of quality work consistently.
• The client has recommended Katoni internally, opening doors to further opportunities.
• A new ‘pricing per deliverable’ payment model has been successfully tested, creating a profitable and scalable approach for future projects.
• The strategic use of ad-hoc resources has been proven effective, creating flexibility without compromising quality.

Reflecting on the work done, Graham Robson, Head of Electrical and Power Systems at Katoni, remarked:

“These scopes don’t run themselves, without the focus and attention you have given this, it just wouldn’t have happened, Loren, remarkable achievement.”

The Katoni Way in Action

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Loren’s success with the client is a perfect example of The Katoni Way in action:

• Investing time outside of work in relationships – Strong connections made the transition seamless.
• Finding solutions that work for all – A unique pricing model benefited both Katoni and the client.
• Communicating clearly and focusing on getting it right the first time – Transparency built trust and ensured smooth project execution.
• Doing what you say you will do – Consistent, high-quality delivery turned Katoni into a trusted partner.

On the strength of the partnership, Katoni CEO James Bream noted:

“I’ve been impressed by how things have worked. What I really like is that at different points we’ve supported each other ‘off PO’ where required which is what teamwork is all about. There’s a deal of good trust and that’s what allows that to happen.”

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A Model for Future Growth

What started as a single project has now set the foundation for long-term success. By proving its ability to deliver at scale while maintaining a strong, trust-based relationship, Katoni has not only secured future work with the client but also created a blueprint for expanding its close-out services. That is The Katoni Way.