Case Study: Streamlining facilities maintenance for a leading beauty spa

A prominent laser hair-removal company operating over 200 locations needed to improve its facilities maintenance processes. Internal communication, project completion, and customer satisfaction were at stake. Dissatisfied with its current provider, the company turned to Lessen.

Over a one-year period, Lessen collaborated closely with the spa to deliver comprehensive solutions that transformed its facilities maintenance operations, leading to a 100% portal adoption rate and a scalable solution.  

Challenges

Growth and maintenance expansion

As a high-end establishment, the spa required meticulous attention to detail, particularly in maintaining the aesthetic of its treatment and consultation rooms. Any damage or issues needed to be addressed promptly and in a visually pleasing manner. However, with the company's rapid growth, it faced challenges in scaling facilities maintenance operations and maintaining consistent standards across all locations.

Solutions

Scalable technology and contractor network

To accommodate the spa's growth, Lessen leveraged its technological infrastructure and facilitated seamless interaction between the spa, Lessen’s operations team, and affiliated service providers.

The new platform also ensured efficient request submission, real-time updates, and weekly status reports, which enhanced the transparency and accountability throughout the process. The solution was also scalable for future expansion should the spa want to grow.

Aesthetic focus and technical expertise

Because the spa had specific aesthetic requirements and didn't want disruptions to its daily working hours, Lessen implemented a customized scheduling system to work around their treatment and consultation room schedules. This minimized disruptions to customer service while ensuring timely completion of maintenance and upgrade projects.

Results

By successfully streamlining its facilities maintenance operations, Lessen delivered:

• Enhanced communication and job completion: By implementing Lessen's platform, the spa achieved 100% portal adoption, enabling streamlined communication and efficient job completion. Real-time updates and clear communication improved overall satisfaction and reduced delays.
• Improved customer experience: By working around the spa's treatment and consultation room schedules, Lessen minimized disruptions and maintained a positive customer experience. Attention to aesthetic details ensured that repairs seamlessly blended with the upscale environment, contributing to an enhanced overall customer experience.
• Centralized information access: The spa gained a centralized platform to access all necessary information, eliminating the need to engage multiple service providers and ultimately saved time and improved overall efficiency.

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.