Case Study: Tops Friendly Markets achieves reduced downtime and proactive, data-driven maintenance with ServiceChannel

Digital transformation for a customer experience-driven grocery chain

Tops Markets, a full-service grocery chain operating across New York, Pennsylvania, and Vermont with 162 stores, needed better visibility into its facilities to protect its premium customer experience. Facing thousands of revenue-generating assets and relying on gut-driven decisions, the company sought a system of record to standardize data, validate preventive maintenance, improve vendor performance, and track refrigerants for compliance and sustainability.

Implementing the ServiceChannel platform gave Tops a single source of truth and real-time operational data, enabling a preventative maintenance rollout across 160+ stores and automated refrigerant tracking for 1,400 assets. The results included 88% on-time completion of preventative maintenance, a 23% improvement in vendor check-in rates, a 35% reduction in refrigerant leak rates, and reduced downtime across 7,500 critical assets, with insights now shared across departments.

Tops Friendly Markets

Craig DeGroat

Tops Friendly Markets