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Retailer Improves Shopping Experience and Vendor Performance through More Responsive, Data-Driven Facilities Management.
December 19, 2022 by expediting resolution of facilities issues through disciplined vendor management and accountability through newfound operational visibility
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REDUCTION IN WORK ORDER RESOLUTION TIME
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REDUCTION IN TOTAL INVOICE AMOUNT
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CUSTOMER SATISFACTION RATING
“ServiceChannel has opened up a new level of dialogue and understanding with our vendors. Many of these discussions are based on the scorecards that we generate through the platform, which gives us access to real-time and relevant information.“ Global Specialty Retailer
One of the world“s largest specialty retail companies operating more than 4,000 retail stores in North America and 5,000 worldwide, including some of the most well-known proprietary and licensed brands in the world.
Facilities management is a shared service across all the company“s brands. To improve overall performance and increase responsiveness, the North American team looked to modernize its processes through advanced technology as a way to overcome challenges including:
“Deploying ServiceChannel to modernize our FM operations has been transformational for us. We have driven vendor performance to new levels and opened new channels of communications both internally and externally that helps us continually improve our overall effectiveness.” Global Specialty Retailer
The company“s FM team was focused on improving service levels and efficiencies through gaining visibility and data-supported, metric-driven decision making. Specific goals included:
The company“s FM team initiated an RFP and ultimately selected ServiceChannel Service Automation, which the team evaluated as being “by far the best option.” Specific ServiceChannel capabilities that appealed to the retailer included:
With visibility into work orders, the retailer“s seen improvements in response/resolution time, quality and cost, as well as improved decision making. The team reports that vendor performance and responsiveness is “at a new level compared to where it was before” deploying ServiceChannel.
The FM team can now generate and share FM-related data with senior management and other departments, as part of an enhanced planning process. Importantly, the store experience has improved with faster issue resolution. Other specific benefits include:
With ServiceChannel Service Automation, the company“s FM team has generated a number of quantifiable results:
