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Case Study

Case Study: Service Management Major Retailer

Overview

The client is a preeminent department store chain, with approximately 1,000 locations distributed across all major U.S. markets. The client was using a myriad of fragmented tools to manage the performance of its service providers and needed an enterprise-wide integrated solutions to track real estate and facilities management functions. The client wanted a partner that could help establish a consolidated technology platform that was simple, agile, and cost-effective, yet sophisticated enough to track real estate and facilities management functions. The company partnered with Geospatial Analytics® to leverage its extensive retail track record, solution capabilities, and strong project team credentials.

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Challenges

  • Difficulty effectively and consistently measuring vendor performances
  • Unclear knowledge of vendor performance
  • Resource misalignment that leads to inconsistent results
  • Impaired data and subjective decision making

Solution #1:

Mobile Inspection Form

To address the inconsistency in managing vendor performance, Geospatial Analytics® helped the client implement a mobile inspection form that created a consistent and objective method of evaluation.

The mobile inspection form was quickly and easily deployed without the need for significant training or support.

The form was agile, allowing for immediate changes as new requirements were identified.

Benefits:

  • A custom inspection form with embedded business intelligence that guides users through a specific set of questions that the client required.
  • The team replaced subjective opinions of quality of services with objective criteria and standards, enabling fact-based assessments of vendor performance.
  • Photos were automatically labeled and associated with the appropriate inspection question, greatly enhancing the ability to assess service quality.
  • Electronic real-time aggregation of the inspections reduced the time spent completing inspections in the legacy paper-based environment by more than 50%.

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Solution #2:

Store Management Portal

The team deemed that measuring results pursuant to defined service levels was critical to the success of the effort. The client needed a way to enable store management to easily track status and validate service provider actions.

Geospatial Analytics® enabled store management to provide meaningful, real-time feedback on work quality, which was essential to management of vendor performance.

Service Assurance teams could easily access the results of the inspections allowing for assessment and collaboration with the store personnel.

Benefits

  • Geospatial Analytics® provided a retail store portal for store management to quickly and easily view the results of service activities performed in the client’s stores.
  • The solution enabled onsite staff as well as headquarter personnel to understand how the vendors were performing relative to their service level targets, enabling real-time adjustments to under performing areas.
  • Key performance indicators (KPIs) that measure targets for service levels of key vendors improved more than 12%within 90 days of implementation..

Solution #3:

Vendor Management Program

Geospatial Analytics® supplied a robust set of dashboards that displayed all aspects of the client’s vended facility management services, including cost,timeliness, and quality.

The client was able to distribute the solution to all stakeholders and vendors involved in the process —providing a comprehensive, program-level approach.

The total solution was extremely cost-effective, which easily met the client’s required return on investment (ROI).

Benefits

  • Vendor performance dashboards tracked store maintenance activities and provided aggregated cost views by category, region, store, and vendor.
  • The client shared the dashboards with vendors to regularly review expectations, assess performance against targets, and create action plans for improvement.
  • Comparative analysis of vendor performance enabled the client to award additional work to high performing vendors and incentivized vendors to overachieve targets.
  • By implementing a comprehensive approach to vendor management and creating an objective approach that created a competitive environment,the client realized more than 8%savings and similar improvements in quality of service.
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Geospatial Analytics Case Study:
Service Management Major Retailer

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