Case Study: Ferguson Enterprises achieves work-order efficiency, cost reduction and improved vendor performance with ServiceChannel

Ferguson Makes Strategic Use of FM Analytics to Increase Work Order Efficiency, Reduce Costs and Improve Vendor Performance

Ferguson Enterprises, the nation’s largest distributor of plumbing and related supplies with more than 1,400 locations and $13.8B in revenue, faced a highly decentralized facilities management model: ad hoc, inconsistently tracked work orders, bureaucratic cost overruns, and insufficient risk mitigation and vendor oversight.

Ferguson implemented ServiceChannel’s Service Automation—including mobile work-order entry, Planned Maintenance, Compliance and Invoice managers—and consolidated service providers from about 7,000 to under 600 while adding enterprise analytics. The rollout cut proposal needs by 57%, reduced work orders requiring NTE price increases by 77%, doubled first-time completion rates, increased contractor on-time arrivals by 107%, and improved vendor scores from a “D” to a “B.”

Ferguson Enterprises

Hank Van Gieson

Manager of Program Development