Case Study: Global Specialty Retailer achieves 46% faster work order resolution and 21% cost reduction with ServiceChannel Service Automation

Retailer Improves Shopping Experience and Vendor Performance through More Responsive, Data-Driven Facilities Management

One of the world’s largest specialty retailers—operating more than 4,000 stores in North America and 5,000 worldwide—faced fragmented facilities management across its brands. The team relied on call-center intake, a legacy manual work-order system with no real-time visibility, and only spreadsheet reporting, which prevented KPI-driven vendor management, timely issue resolution and cross‑departmental transparency.

They implemented ServiceChannel Service Automation (Work Order Manager, Analytics, Contractor Scorecard, Mobile App and Compliance Manager) to centralize work orders, enable real‑time data and hold contractors to measurable KPIs. The program delivered faster, more accountable service with a 46% reduction in work-order resolution time, a 21% reduction in total invoice spend, an 11% decrease in average invoice per work order, a 68% faster proposal response time and a 90% customer satisfaction rating.