Case Study: Metropolitan Market achieves faster repairs, full asset visibility, and lower FM costs with ServiceChannel

Metropolitan Market Improves the Shopper Experience by Modernizing FM Operations with ServiceChannel

Metropolitan Market, a Seattle-based specialty grocery chain with seven stores, struggled with outsourced facilities management that left it without proper asset tracking, automated work-order workflows, or reliable contractor dispatching—issues that risked the in-store shopper experience and made it hard to hold vendors accountable.

The company implemented ServiceChannel Service Automation (mobile app, asset tagging, analytics, Field Tech and Planned Maintenance managers, and Invoice Manager), bringing contractors and internal techs onto one platform and eliminating the third‑party manager. Results included 100% of critical assets tagged, an 88% reduction in invoice processing time, a 51% increase in first-time work-order completion, a 76% reduction in resolution time, and significant cost savings with improved store conditions.

Metropolitan Market

Justin Williams

Facilities Manager