Case Study: Fendi achieves 95% elimination of critical issues with ServiceChannel

Fendi Implements ‘Game Changing’ Health & Safety Auditing Across EMEA with ServiceChannel Service Automation

Fendi, the Italian luxury fashion house and LVMH brand, operates 270 stores globally with 85 retail locations across EMEA. Its two-person facilities team struggled to maintain consistent brand and safety standards across countries due to highly manual FM operations and audits, zero visibility into 3,500+ annual work orders from 100+ service providers, poor contractor accountability, and slow invoice and audit processing.

Fendi implemented ServiceChannel Service Automation — including Site Planning Manager, Analytics Custom, Planned Maintenance Manager and Invoice Manager — to run real-time, standardized audits, trigger on-the-spot work orders, centralize analytics and automate invoicing. The changes eliminated 95% of critical issues between audits, cut issue resolution time by 88% (from 12.5 to 1.5 days), reduced reactive service requests from 60% to 35%, and slashed invoice processing time by 95% (saving over 1,000 hours annually), while improving contractor performance visibility and cost control.

Fendi

Francesco Fassio

Facilities Manager