Case Study: Cole Haan achieves 48% reduction in facilities R&M spend and 36% faster work order resolution with ServiceChannel

ServiceChannel Improves FM Operations at Cole Haan Retail Stores through More Transparency and Improved Communications

Cole Haan, a global footwear and accessories brand with more than 100 retail locations, faced a facilities management challenge with a one-person FM team: limited visibility into operations, incorrect vendor dispatches, and no formal vendor performance program. The company needed a reliable, closed-loop communications process and tools that store staff and service providers would actually use to drive consistency and efficiency.

Implementing ServiceChannel delivered an intuitive platform (Work Order Manager, Analytics, Planned Maintenance, Contractor Scorecard) that enforced closed-loop communications, enabled multimedia-enhanced work orders, and made vendor performance fact‑based. The result was significant operational and financial improvement: 48% less facilities R&M spend per store, a 19% reduction in average invoice amount, and a 36% decrease in full-resolution time, along with better visibility and stronger vendor management.

Cole Haan

Eric Korth

Retail Facilities Manager