Case Study: Fast Casual Restaurant Chain achieves transparent facilities management and 44% faster work-order resolution with ServiceChannel

Restaurant Tames Rapid Expansion through Fully Transparent Facilities Management Operations

A fast-growing Northeast–based fast-casual restaurant chain with 100+ locations struggled to manage facilities during rapid expansion. Its facilities team faced vendor sourcing and oversight challenges, an outdated phone-and-email work-order process, no standardized inspections or ticket tracking, and limited ability to enforce SLAs or get visibility across remote sites.

The chain licensed ServiceChannel’s SaaS—deploying Service Automation, Analytics Custom, Mobile App, GPS Check-In and FixxBook—to centralize vendor management, enable mobile work-order handling, standardize inspections and integrate with corporate accounting. Within a year they achieved 44% faster work-order resolution, a 30% increase in vendor on-time arrivals, a 246% improvement in quality-of-service ratings (and a 12% lift in first-time completions), plus stronger reporting, vendor accountability and invoice/payment accuracy.