Case Study: Nationwide Retail Brand achieves faster resolutions and lower operating costs with ServiceChannel

National retailer leverages ServiceChannel facilities automation software to increase profitability

Nationwide Retail Brand, one of the nation’s largest retailers with locations in every state, needed to improve facilities operations across thousands of high-traffic stores. Before working with ServiceChannel, the team relied on a 24/7 call center for service requests, experienced delays in routing and troubleshooting, and struggled with overspending on repairs and unnecessary provider trips.

ServiceChannel implemented mobile work order creation, guided troubleshooting, decision-tree workflows, and NTE price optimization using its platform and analytics services. The retailer achieved measurable results including 75% of reactive work orders created in-house, a 35% reduction in vendor clarification calls, over 6,000 adjusted work orders per year, a 30% reduction in average invoice amounts for optimized trades, and more than $1,750 in annual savings per location with over 300% ROI.