Case Study: Silver Diner

“ServiceChannel gives me peace of mind that we can get the longest service life out of our equipment that we can.“

Mark Russell
Chief Development Officer, Silver Brands

Background

Established in 1989 in Rockville, MD, Silver Diner is an award-winning restaurant chain focused on reinventing the American dining experience through “contagiously friendly” service and an innovative farm-to-table menu. Delivering a family-friendly dining experience in a clean and welcoming atmosphere that meets high customer expectations is the brand’s number one priority.

Challenge

Prior to onboarding with ServiceChannel Managed, Silver Diner relied on a team of two, focusing on reactive repairs and capital expenditure projects. But with more than two dozen locations and plans to open 2–3 more each year indefinitely, it was clear this regional powerhouse needed a system of record to help track and manage work orders and service provider performance.  

Operating Partners (restaurant managers) spent a lot of time trying to fix equipment, often without the technical know-how to make the right call. “Operating Partners would call when they needed help,” says Chief Development Officer, Mark Russell. “I’d call vendors or light a fire under somebody to get moving so we could go into a weekend with all equipment operational. That was easier when we had 15 locations. With 26 and growing, it was getting to be too much.” 

 
Silver Diner’s limited number of long-term HVAC, kitchen equipment, and plumbing partners weren’t keeping up with demand — which only exacerbated the problem. Complaints about providers not arriving in a timely fashion and prolonged equipment repair timelines disrupted daily operations and negatively affected team morale. Additionally, there was no data available to assess whether a provider was completing work, arriving on time, or completing repairs correctly on the first visit (known as achieving first-time fixes).   

“We’re not big enough to afford a dedicated facilities manager, but we’re too big not to have one. That’s why we chose ServiceChannel Managed — to help us close that gap so we can continue to deliver a top-notch dining experience for our guests every day.”

Mark Russell
Chief Development Officer, Silver Brands

Solution

With ServiceChannel Managed services, Silver Diner has a network of vetted, reliable service providers who deliver consistent, high-quality service — even as the brand expands into new markets where they do not have existing provider relationships. “Reliable vendor support is crucial for expansion. We didn’t want our operating partners blindly searching for service providers every time we entered a new market,” says Russell. In addition, the business now has a trusted system of record that allows them to track costs and make better decisions in capital planning to support Silver Diner’s growth.  

Results

With ServiceChannel Managed handling the day-to-day maintenance needs, Silver Diner’s operating partners and team members can stay focused on delivering exceptional service in clean, well-maintained restaurants rather than spending their valuable time troubleshooting facilities issues themselves. And a completely streamlined facilities operation also allows Mark Russell to use his time planning for future growth as the business continues to expand. “With ServiceChannel Managed it’s all in one place,” he explains. “If equipment is broken and it’s under warranty, the appropriate warranty company is dispatched, the problem is solved, and everyone moves on. It’s much more efficient for everybody.”