Case Study: Louis Vuitton achieves modernized facilities management and a 96% reduction in store FM time with Accruent's ServiceChannel

Legendary Retailer Brings FM Operations to 21st Century Excellence with ServiceChannel Service Automation

Louis Vuitton North America — a luxury retailer operating 130 standalone and store-in-store locations with a single in-house facilities manager overseeing ~90 service providers — faced inefficient, inconsistent FM processes that left store and regional managers spending up to 25% of their time handling repairs. Stores had no standardized workflows, limited vendor sourcing knowledge, and zero analytics or visibility into budgeting, vendor performance, and recurring issues.

After an RFP, Louis Vuitton implemented ServiceChannel’s platform (work order automation, analytics, planned maintenance, decision engine, payment manager, contractor scorecard and compliance tools), standardizing FM operations across all stores. Results include work orders routed in under 90 seconds, vendor on-time check-ins rising from ~30% to >70% (a 133% increase), a 96% reduction in store FM time (to <1%), 41 annual finance workdays saved via faster invoicing, >95% provider adoption, and improved procurement and cost control driven by data and ML-enabled pricing recommendations.

Louis Vuitton

Alan Donohoe

Facilities Manager