The Challenge:
A regional grocery store chain, with over 250 stores, needed after-hour telephone support. They not only had to maintain the buildings and systems within each store; they also had to support the hundreds of pieces of equipment within in each one as well. They also needed to be able to continue to manage everything through a specific facility management software package.
Our Strategy:
24-Hour Coverage
- SUITE 1000 began handling their overflow calls during business hours as well as all calls after-hours, weekends, and holidays. Every store was able to continue to have unique processes and preferred vendors.
Facility Management Software Package
- SUITE 1000 used our client’s own existing facility management software package to create work orders and send them to vendors. Both the stores and the corporate office could therefore view our activities in real-time.
Customized Intakes
- We could accommodate our client’s need for different dispatching instructions based on store number, level of urgency, type of system or equipment problem, time-of-day, and preferred vendor.
Measurable Results:
- Our client was able to have coverage for store service emergencies 24/7/365 without the expense and management headaches of having to staff for it themselves.
- We ensured immediate response times for service emergencies to prevent additional damage or lost sales because of delays in getting vendors dispatched for repairs.
- Procedures continue to be followed consistently, regardless of time-of-day or day-of-week, and the status of every work order was available in real-time.
Why It matters:
Grocery stores must operate with famously low margins. Every savings in labor, one of their largest expenses, or reduction in down-time that increases sales REALLY matters.
