ServiceChannel Helps Wolverine Worldwide Empower Its Stores with Transparent and Efficient Facilities Management

Footwear Industry Leader Modernizes FM Operations and Overhauls Vendor Network across Multiple Brands

NEW YORK – January 18, 2016 – ServiceChannel, the leading SaaS service automation platform for facilities managers and contractors, today announced that Rockford, MI-based Wolverine Worldwidehas deployed its facilities management software to better manage its repair and maintenance requirements across 300 stores comprised of some of the most familiar brands in footwear including Sperry Top-Sider, Merrell, Hush Puppies, Sebago, Saucony, Stride Rite, and Wolverine Boots.
Wolverine’s selection of ServiceChannel Service Automation was based on several criteria:

  • One, the company wanted to replace its under-performing, third party-based outsourcing model for procuring qualified vendors.
  • Two, it wanted to centralize its work order management process to replace its highly disparate systems and processes due to the integration of new brands through mergers and acquisitions.
  • And three, it wanted to modernize its inefficient invoicing and budgeting processes that provided limited oversight, visibility and control in these operational areas.

“Overall, the level of service we were getting with our previous outsourced facilities management approach was not good,” said Corey Kuntz, Manager of Store Construction and Facilities at Wolverine Worldwide. “It seemed that none of the stores were sure what was happening with their repair and maintenance work orders, and there was often a mismatch of expectations between what was promised and what was delivered.”

In addition, without transparency into their facilities program, there was no oversight into not-to-exceed (NTE) limits and limited visibility into what contractors were charging or the proposal approval process. Lack of data also resulted into lags in budget tracking. And with service providers, the company not only didn’t know who was going to its stores but even whether they were insured properly.

A key benefit that Wolverine gained through ServiceChannel was the ability to empower its stores with the means to manage their repair and maintenance issues actively via their own store dashboard, with guidance and oversight from the FM team. Having the stores more directly involved helped the company and the FM team manage these issues more strategically, including prioritizing work orders based on urgency.

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