The Chief Operating Officer’s Guide to Facilities Management

As COO, you stand at the helm of your business’ operations, from day-to-day store management to setting goals and maintaining budgets. At the crux of it all, your job is to connect the dots across your business in order for your company to achieve your strategic initiatives. At the top of this is undoubtedly the goal of ensuring that your customers enjoy consistent and positive experience that will drive loyalty and, of course, repeat business. This is often easier said than done because no matter what industry you’re in, it certainly is a challenge to implement repeatable processes across a multi-location business and across diversity of corporate functions.

How Service Automation Works

One of the “dots” that you may want to pay more attention to is facilities repair and maintenance, which is critical to keeping stores open and operational. This function is typically overseen by the facilities management team and has traditionally been viewed as merely the cost of doing business. The truth is, however, the FM department holds the power to dramatically optimize store performance, improve customer experiences, and cut repair and maintenance costs – so long as they have the right tools.

Benefits of Service Automation

Many leading COOs are also the technology leaders within their companies and hold large influence in how the company adopts new products and solutions. In the area of optimizing facilities management, COOs would be well to know the value of Service Automation that is becoming increasingly familiar to FM departments everywhere.

Service Automation aggregates R&M data across all your locations, giving FMs a holistic view of maintenance activities and spend. Most importantly, Service Automation enables facility teams to optimize that spend and ensure a quick time-to-resolution. The end result? Less budget going toward store maintenance and shorter downtime if an issue does occur.

Discover how facilities management impacts your overarching operations and best practices for optimizing R&M so your customers can get back to shopping faster.

Recent Blog Posts

A selection of thought leadership articles to help solve your day-to-day challenges:

Blog Post

5 Considerations for Creating an Effective In-Store Customer Experience Strategy

Blog Post

How Does A Service Automation Platform Improve Customer Engagement?

Blog Post

In-Store Experience Trends: Can Your Business Keep Up?

blog-05-14-19

5 Ways to Minimize Maintenance Disruption on Retail Operations

Related Resources

ebook

Extending the Value of Service Automation Across the Enterprise

ebook

2019 Facilities Management Survival Guide

report

Case Study:
Louis Vuitton

report

Why Buy a Facilities Management System

Frequently Asked Questions

What modern COOs are thinking about:

How can I minimize the impact of repair and maintenance on store operations?

Automation is key for minimizing the disruption of R&M. Service automation replaces manual process for areas such as data entry, work order creation, and invoicing that helps ensure that issues are resolved swiftly and effectively without the risk of human error.

Service Automation leverages historical R&M data (e.g.service history of facilities and equipment) to empower FMs to make more informed decisions on when critical equipment needs to be maintained for optimal performance. This data can also inform a preventive maintenance schedule, which is regular servicing of equipment to reduce the likelihood of a critical issue or failure.

R&M data also gives the team better visibility into historical spend. With a tool like Service Automation, you can keep track of all work orders placed and spend over time so you can better predict how much budget you need to allocate for maintenance.

Lastly, contractor performance is critical to reducing the impact of maintenance on operations. If you hire the right contractors (with the right experience, references, and licensing), you can get high-quality work done quickly and during off-hours so your customers aren’t disrupted by repairs.

How does Service Automation help create a unified system across all locations?

Service Automation aggregates your FM data, both real-time and historic, across all your locations into one platform. It has guaranteed security and open architecture, so your data is always accessible from the office or the field via our mobile capabilities. In addition, Service Automation easily connects to your organization’s accounting and payment systems, so as to minimize data input errors and streamline payment/auditing processes.

How does Service Automation integrate with existing processes?

Our technical team can set up ServiceChannel's Service Automation platform to feed service data into your existing corporate intranet or Internet site and will ensure seamless integration with your existing internal processes. ServiceChannel uses nonobtrusive technology that provides clients with timely, accurate, and pertinent information, proactive notifications, and enhanced reporting and analysis capabilities.

Industries We Serve

Every industry has unique facility maintenance challenges. Let us help you set up the right software solution to improve the efficiency of your facilities and gain insight into spend, all from a single Service Automation and reporting platform.

retail

Retail

Luxury Retail

Luxury Retail

Restaurants

Restaurants

Grocery Stores

Grocery Stores

Convenience Stores

Convenience Stores

Spas & Fitness

Spas & Fitness

Financial Services

Financial Services

Healthcare

Retail Healthcare