Case Study: Louis Vuitton

“ServiceChannel makes all of our jobs easier“

Alan Donohoe
Director, Store Planning Preservation Department

Background

Founded in 1854, Louis Vuitton is an iconic fashion house and luxury goods retailer symbolizing prestige, quality, and exclusivity. The company’s North and South American divisions operate 150 boutiques across the United States, Canada, and South America. As a global luxury retail leader, it is crucial that Louis Vuitton upholds the highest standards so that every store offers an experience that fully reflects the brand.

Challenges

Before ServiceChannel, work orders and communications were tracked through spreadsheets, emails, and phone calls. Reporting from existing finance software was also limited. Additionally, with a multitude of different store designs across regions, it was a challenge to find and manage service providers to maintain stores with the same high standards across the board.

“When we met with Service Channel, we knew that this was the right solution”

Alan Donohoe
Director, Store Planning Preservation Department

Solution

By having ServiceChannel  as the single system of record, the Louis Vuitton teams now operate seamlessly — using standardized automated processes and analytics to communicate and work cross-functionally with leadership, store teams, and service providers. “Our CEO just loved the fact that our stores had one place to go to get everything taken care of. To her, it was a slam dunk,” says Alan Donohoe.

In addition to gaining operational efficiencies across the board, the Louis Vuitton team now leverages ServiceChannel’s expedited invoicing and payment processes and budget tools to track spend in real time, giving their finance team confidence that costs are being expertly managed.

Results

Now with a central hub to resolve work orders promptly and manage budgets effectively, the Louis Vuitton team can focus on delivering the premium guest experience they’re known for. 

Automated tools like Planned Maintenance, which generate routine work orders for repairs such as critical lighting replacement, help the facilities team and store staff keep every location maintained to the highest standards. With ServiceChannel’s expedited invoice and payment process, the finance team has significantly reduced per-invoice processing time — saving a total of 41 working days each year.

Other features, like Provider Search, help the team find high-performing regional service providers with strong first-time completion rates when national vendors aren’t an option. “It’s been a help to find local vendors that will take care of problems and also have skin in the game in fixing our stores,” says Donahoe.

He also emphasized the importance of ServiceChannel Analytics for the team. “Having analytics is huge for us in being able to operate more strategically and proactively, including boosting the speed and quality of our decision-making. It’s made a much better partnership with the folks that decide my budget.” 

And with Budget Insights, the Louis Vuitton teamcan now track spend in real time, something that wasn’t possible to do manually with the volume of incoming work orders. “I can just press a button and know where my budget is at any day and time. I can explain to finance, ‘This is where we are today, and this is where we are going to be,’ says Donahoe. “Budget Insights is going to make our lives so much better.”