Customer
Operating 39 superstore locations (and counting) throughout Southern California, Sit’n Sleep has established itself since 1978 into one of the country’s largest and most respected mattress retailers. A facilities management team of four supported by a network of nearly 60 contractors across all major trades are responsible for all facilities maintenance and repair service requests at each superstore and the company’s 240,000-square feet distribution center.
Challenges
Managing service requests in a timely manner is business-critical to Sit “n Sleep, as the state of its showrooms is vital to the in-store guest experience, which accounts for the majority of the company’s revenue. Before deploying its service automation platform, the retailer’s FM work order management process was a “nightmare” by the FM team’s own admissions. Some examples of the legacy FM operations challenges included:
“Accountability to our team means not having things fall through the cracks. By using ServiceChannel, we know when our service providers are there on site and can see when the work gets done. We can also make sure that we’re billed properly and timely for the services.”
Goals
Initially, Sit “n Sleep’s FM team attempted to modernize its operations by working with the company’s IT department who provisioned an internal service order system. However,= this system fell short of the FM team’s needs because the external contractors could not have access to it, limiting the system’s value as a work order management platform. Therefore, the FM team evaluated third party solutions and outlined key criteria that supported the company’s FM goals so it could:
Solution
After evaluating a number of technology options, the Sit “n Sleep team chose to deploy ServiceChannel Service Automation due to its ability to meet its key criteria such as work order visibility and service request tracking, and timely invoice processing and payments. ServiceChannel also got the nod because more Sit “n Sleep contractors were familiar with and already using the platform, than with other solutions. Sit “n Sleep first implemented ServiceChannel Service Automation in 2012 and since then it has rolled out additional functionality including:
Benefits
Sit “n Sleep achieved a number of benefits from its ServiceChannel deployment such as standardizing its work order creation and dispatch process with its contractors. Other benefits included:
- Improved equipment uptime due to more proactive
Results
Sit “n Sleep has been able to define specific and trackable improvements in several key performance indicators important to the FM team and the company’s executives since the ServiceChannel software deployment. Over the last four years, these include:
