Case Study: Louis Vuitton achieves 96% reduction in store FM time and modernizes facilities management with ServiceChannel

Legendary Retailer Brings FM Operations to 21st Century Excellence with ServiceChannel Service Automation

Louis Vuitton North America — a division with 130 standalone and store‑in‑store locations and one in‑house facilities manager overseeing about 90 service providers — faced a legacy facilities model that left store and regional managers spending up to 25% of their time on FM tasks. Stores had no standardized processes, limited vendor knowledge, no analytics or visibility into budgeting and costs, and little follow‑up on work orders.

Louis Vuitton selected ServiceChannel and deployed Service Automation, Analytics, Decision Engine, Planned Maintenance, Payment Manager, Contractor Scorecard and Compliance Manager to automate work orders, apply machine‑learning pricing guidance, standardize vendors and speed payments. The result: work‑order initiation under 90 seconds, a 96% reduction in store time spent on FM, an estimated 41 finance workdays saved annually, vendor on‑time check‑ins up from ~30% to >70%, and pricing concessions driven 25–30% of the time.

Louis Vuitton

Alan Donohoe

Senior Manager of the Preservation Department