Transparency Drives Efficiency for L’Occitane
L’Occitane International leads the world in natural ingredient-based cosmetics and well-being products with its five brands: L’Occitane en Provence, L’Occitane au Brésil, Melvita, Le Couvent des Minimes and Erborian. L’Occitane products are available in more than 3,000 free-standing boutiques and department stores across the globe. Sarah Skelly, Regional Manager for Boutique Care North America, is responsible for facilities in the United States and Canada.
Sarah runs a lean operation. It’s no surprise then that Sarah’s utmost definition of success is based on efficiency. “Efficiency in my day-to-day is making sure the work is properly completed at stores. I reach out to stores on what’s happening behind the scenes and ensuring low impact on the stores’ daily activities when work is being completed,” says Sarah.
The drive for efficiency affects everything that Sarah does. And like so many people in facilities management, Sarah’s enemy is time. “Ideally, I would like to communicate one-on-one, but it takes up a lot of time during the day. I have to give up pieces of that to complete everything. “At the end of the day the priority is resolving the issue,” Sarah says.
All of L’Occitane’s stores in North America use ServiceChannel’s platform for work orders. ServiceChannel’s multilevel invoice approval process is super effective for Sarah. “Using the location note headers – I love that I can change and modify as it suits the needs of our boutique care program. I’m using the contractor information in so many ways. I’m also dipping my toes into analytics and reports and creating custom reports and budgeting tools. I can’t imagine doing my job without ServiceChannel.”
At the beginning of this year Sarah rebranded facilities management at L’Occitane as Boutique Care – a reference to her stores as being called “boutiques”. “It’s more personal for us – caring for our boutiques, our stores, and our people. Our brand standard is incredibly high. The challenge I run into most is how can I ensure the people, the contractors, are meeting the standards we require.” Sarah looks for transparency and clear communication with contractors. “Its important to set expectations up front on how they can support the brand standards.”
So far Sarah has used two of the LearningChannel videos. “It’s something I’ve recognized I need more of. I don’t have a construction/mechanical background. I want to learn how can I propose better efficiencies, to know that the work is being quoted at a fair cost. I’m learning more about the issues that affect the field.”
What does Sarah appreciate? “The support is so great. ServiceChannel is always looking to improve. Anything I’ve joined, like LEARN&LEAD, gives me the feeling that I’ve walked away with a better understanding.” True to the L’Occitane doctrine, Sarah loves to be outside when she’s not working – a walk, a hike, time in her backyard, especially with friends. “Friendships can be so powerful.”
Sharon Willover Views Every Customer Service Call as an Opportunity, Not a Problem
Sharon Willover spends her days talking, assessing, solving. As a Customer Service Representative in ServiceChannel’s Call Center, Sharon answers incoming calls, determines clients’ needs, resolve problems, fulfills requirements, clarifies information, and answers follow-up inquires from clients. Prior to joining ServiceChannel, Sharon worked as an inbound call center customer service representative for Disney Shopping.com, Bestbuy.com, and Weight Watchers. Sharon says she decided to take on the ServiceChannel challenge “because I saw an opportunity to use my experience to help others: clients and vendors alike.”
Sharon has been on the front lines (pun intended!) at ServiceChannel for more than two years. She says, “I’ve had some bad personal experiences when calling other customer service lines, so I strive to be the type of customer service representative I would like to receive on the other end of the phone. I am satisfied knowing that I am providing our callers with a positive experience, and that I help make their day better by providing the best solution to fit their needs.”
Sharon’s previous work experience laid the foundation for approaching her role at ServiceChannel. She recalls, “While working for Disney Shopping.com I learned that when something came up, it wasn’t a problem, it was an opportunity. This helps me with my customers because when they call with a problem, it gives me the opportunity to present a solution and allows them to be able to move on to the other important aspects of their business without having to worry.”
The last place you’ll find Sharon when she’s not working is on the phone! Sharon would much rather spend time with her kids, taking walks in the woods, reading and crocheting.
Proposal Review on the Go
We are excited to introduce the Proposal Review for our ServiceChannel Mobile platform. Busy Facilities Managers can now manage proposals from their phone. You can approve, reject, put on-hold or assign proposals with a click of a button. On the road and need to get accurate details to make the strategic decisions? You don’t have to go back to your office – just drill down to the details you need with the ServiceChannel Mobile app.
Tip of the Month
Add Interactive Troubleshooting to Your Toolkit
Have you talked to your Account Executive about adding Interactive Troubleshooting to your Dashboard Issue List? You may be an ideal candidate if you have to call a location every time a particular problem is created. Interactive Troubleshooting is a great way to get all of the information that you and your providers need to process a work order.
One of the key benefits of Interactive Troubleshooting is that you can create questions with text fields or multiple choices and require an answer before the user can submit a work order. Contact your Account Executive today for more information.
For You, About You
Are You Ready for 2020?
With an influx of technology and an increasing pressure to reduce spend, facilities management is changing rapidly. Don’t get left behind in 2016. Our latest Ebook, What You Need to Know to Succeed in Facilities Management in 2020, is a detailed and comprehensive Ebook that will tell you everything you need to know about the 13 biggest facilities management trends that will let you thrive in 2020. Learn more.
Calendar: Upcoming Events
Featuring: Randy Hausmann, Sr. Director Facility Management, CVS Health
Randy will be discussing the Benefits of Transparency Through the Facility Management, Repair, and Maintenance Processes. Learn more.
Check out our Events Page for more local events near you!
LearningChannel is composed of interactive courses led by expert instructors on ServiceChannel products. These courses are perfect for when you need a refresher, when you have a new employee onboarding, or when you want to learn best practices to get the most out of our products. Each course lists the skill level necessary (from Beginner to Advanced) and the target audience, so you can mix and match courses based on your needs.
July 12 – The Power of Analytics
July 12 – RFPs, Proposals, and QuickView
July 14 – Invoicing and Invoice Reports
July 21 – PMs Module: An Overview