A leading optical retailer faced several challenges related to centralizing facility maintenance across its multiple locations. They encountered recurring issues with landscaping, HVAC systems, roof leaks, and plumbing, which required prompt resolution to ensure uninterrupted operations and a pleasant experience for doctors and patients. The company also struggled with coordinating various trades for comprehensive repairs and maintenance tasks, causing time-consuming management and delays. To overcome these obstacles, the optical retailer partnered with SMS Assist to streamline the maintenance process and prioritize doctors’ and customers’ satisfaction.

Challenges

To provide the best service, the retailer’s goal is to keep its doctors happy and maintain the best operating experience possible. Without talented staff provided needed care to patients, the retailer wouldn’t have a business model. To do this, facility issues need to be resolved quickly and with minimal disruption to operations.

However, the retailer found it challenging to manage multiple trades for repair tasks such as roof leaks, ceiling tile replacement, and carpet cleaning or repairs. When the roof leaked, the retailer needed to contact a service provider to fix the roof, and another to repair the ceiling, and yet another to clean the carpet. Coordinating these services proved time-consuming and disruptive to daily operations—and too much for the store to manage on its own.

Many HVAC units at the retailer’s locations were past their usable life and started to fail. Their current vendors were conducting routine maintenance but not addressing much-needed long-term fixes. The company didn’t know what assets it had, when they were purchased, their utilization rate, or what repairs have been done. This highlighted another problem in that the central office had limited involvement in managing individual locations. This lack of oversight created communication gaps between stores and vendors, leading to inefficiencies and delays.

Solutions

Partnering with SMS Assist allowed the optical retailer to streamline its facility maintenance processes and alleviate the burden on individual stores. The key aspects of the solution included:

  • Comprehensive service: SMS Assist assumed responsibility for coordinating various trades and handling repairs, maintenance, and landscaping tasks.
  • Hands-on management: By providing hands-on management, SMS Assist worked closely with stores to facilitate communication between stores and vendors, ensuring seamless collaboration.
  • Asset data centralization: Implementing a data-driven approach by collecting and centralizing information about the retailer’s assets, including HVAC units, allowed for better decision-making regarding repairs, replacements, and preventive maintenance.
  • Extended service hours: SMS Assist extended service hours to provide 24/7 support, reducing reactive time and ensuring immediate response to facility requests.
  • Floor damage survey: SMS Assist conducted a survey to identify damaged floors, determine the causes, and develop preventive measures to mitigate future damage.

Results

By leveraging SMS Assist's expertise and comprehensive facilities management solutions, the retailer successfully improved its facility operations, reduced reactive time, and enhanced overall service delivery. The partnership with SMS Assist brought significant improvements to the retailer’s business by centralizing facility maintenance operations:

  • Reduced reactive time: A notable reduction in reactive time enabled prompt resolutions to facility issues. SMS Assist was able to cut response times for normal maintenance requests in half to 24 hours from 48 and emergency requests to 4 fours from 8.
  • Improved response time: With extended service hours and streamlined processes, SMS Assist ensured timely responses to facility requests, enhancing overall operational efficiency.
  • Data-backed decision-making: Centralizing asset data empowered the optical retailer to make informed decisions regarding equipment repair, replacement, and preventive maintenance, enhancing the lifespan and performance of its HVAC units.
  • Enhanced doctor satisfaction: By effectively centralizing facility maintenance, the retailer maintained a conducive environment for doctors, allowing them to focus on delivering exceptional patient care.

A well-functioning maintenance strategy is essential to the success of any modern-day facilities portfolio. To make sure your facilities maintenance strategy is meeting your needs, request a demo to learn more about how our programs can help you.

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