Case Study: Global Retailer achieves 30% reduced maintenance spend and real-time visibility with ServiceChannel

Global Retailer Sees Increased Visibility, New Service Model and Reduced Spend

A global retailer with 3,000+ storefronts faced inconsistent shopper experiences and rising facilities costs because scheduled maintenance wasn’t happening (yet was still being invoiced) and there was no actionable data to identify problem stores or underperforming contractors. Without standard systems or processes, the facilities team couldn’t manage trends, enforce SLAs, or control spend across thousands of locations.

ServiceChannel deployed a new service model and service-automation tools (including Fixxbook and contractor scorecards) and integrated with the retailer’s Oracle ERP to automate work orders, contractor invoicing and performance tracking. The platform delivered full visibility and streamlined back-office workflows, driving a ~30% reduction in total maintenance spend, 46% better IVR compliance, 63% improved recall of work orders and a 73% reduction in call center overhead while enabling more strategic vendor management.