Case Study: Vera Bradley achieves 25% invoice savings and 6-day faster repairs with ServiceChannel Managed

How a heritage retail brand embraces facilities technology to delight customers

Vera Bradley, the Fort Wayne–based lifestyle retail brand with 149 stores across the U.S. and Canada, faced a facilities challenge: a two-person team managing stores, a distribution center and headquarters was stuck in reactive, after-hours troubleshooting that pulled attention from strategic priorities and customer experience. The team needed to free up time, improve first-time fix rates, speed up resolution times and reduce costs across key trades.

By implementing ServiceChannel Managed — including a 24/7 call center, a vetted provider network, work-order SLAs and analytics — Vera Bradley automated administrative work, standardized vendor selection and gained data-driven oversight. Within three months the company cut general repairs and electrical invoice costs by 25%, improved first-time completion by 53%, accelerated resolution by about 6.3 days, and eliminated nightly on-call demands, boosting operational efficiency and store satisfaction.

Vera Bradley

EJ Wright

Director of Facilities