Case Study: CURO Financial achieves 64% more work order capacity and 100% higher first-time completion with ServiceChannel

CURO Financial Customizes ServiceChannel to Advance FM Program ‘Light Years’ Ahead

CURO Financial, a short-term consumer lender with more than 400 stores across the US and Canada and a five-person facilities management team, faced a legacy phone-and-paper FM process that offered no visibility into requests or basic metrics. The team struggled to address all repair and maintenance needs, could not track open/closed work orders, and needed a way to scale operations without adding staff.

By customizing and integrating ServiceChannel modules (including Mobile App, Invoice Manager, Planned Maintenance Manager, FixxBook, Compliance Manager and Analytics), CURO automated tiered work orders, enforced vendor onboarding, streamlined invoicing into accounting, and built real-time contractor scorecards. The result: the team handled 64% more work orders with the same staffing, vendor feedback rose 5x, contractor first-time completion doubled, and other KPIs (check-in compliance, dispatch confirmation) improved significantly while enabling vendor consolidation and stronger cost controls.

Curo Financial

Joel Elsea

Director of Facilities