STORES Magazine - April 2018 - 38

n BUSINESS OPERATIONS

Serving Up Savings
Bloomin' Brands uses data to save money and improve the customer experience

by JANET GROEBER

A

s one of the world's largest casual
dining companies, Bloomin' Brands
serves millions of customers annually
through its nearly 1,500 restaurants
located in 48 states, Guam, Puerto Rico
and 20 countries.
The Tampa-based restaurant chain's
near-ubiquitous nameplates include
Outback Steakhouse, Carrabba's Italian
Grill, Bonefish Grill and Fleming's
Prime Steakhouse & Wine Bar. Since
the first Outback Steakhouse opened in
1988 in Tampa, customers have come to
count on well-priced meals and trendy
drinks, coupled with menu and décor
consistency across its various brands.
Yet a peek behind the curtain at backof-house operations indicated facilities
management was less-than-corporately
scrutinized and analyzed.
In fact, facilities repair and maintenance
were the purview of each store manager.
Outsourcing meant that Bloomin' Brands
38

STORES April 2018

did not know all its contractors, nor did it
have a handle on maintenance schedules
or cost across the enterprise. To help
find the cracks in facilities management,
the company turned to ServiceChannel,
which provides a single platform to
procure, manage and pay for repair and
maintenance services from commercial
contractors.
COST SAVINGS
"Typically, the main driver for seeking
a solution like ours is a need for cost
savings," says Tom Buiocchi, executive
director and CEO at ServiceChannel.
"The 'outsourced' model is significantly
more expensive and inherently adds
layers of unnecessary costs for the
customer who often ends up paying
several times the cost of the actual
work." It also means less corporate
control, which can contribute to the
lessening of brand standards.

Factor that across a company
operating in multiple countries and
territories, Buiocchi says, and the need
is clear for a system that can operate
cohesively across many locations and
geographies.
Buiocchi has done the math using
decades of customer data: According
to his calculations, "There are 2
million-plus physical retail stores in
the U.S. spending more than $100
billion per year on maintenance and
repair, with a huge amount being
spent inefficiently." Buiocchi claims
there is at least 20 percent waste,
which means $20 billion that could
theoretically be better directed at
improving customer experience.
Cost savings and efficiencies were
on the table when Bloomin' Brands
got together with ServiceChannel.
"We spoke to numerous companies,
including retail/restaurant and
service provider/contractors," says
Jon Ahrendt, director of facilities
at Bloomin' Brands. "We attended
multiple trade shows and observed
how prolific ServiceChannel was in
the contractor community. Service
providers were proudly messaging
they were on ServiceChannel. We
saw and heard the stories about how
easy it was to use and that it helped
both sides of the transaction work
together."
The ServiceChannel system
combines a web and mobile-based
work order management system with
integrated analytics, offering a sourceto-settle system. The configurable
and flexible software initiates and
validates work performed and helps
manage all planned and demanded
service requests across all locations,
categories and trades. The platform
provides independent and unbiased
data on contractor performance to
keep them accountable for the work
they have agreed to perform. It helps
in cutting operational costs without
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Table of Contents for the Digital Edition of STORES Magazine - April 2018

Editor’s Page
President’s Page
Retail Politics
NRF News
TRENDS
C2W
Retail People
A Taste for Success
Want It, Need It, Gotta Have It
SUPPLY CHAIN
TECHNOLOGY
FINANCE
Q&A
MERCHANDISING
BUSINESS OPERATIONS Lowe’s expands training program to help communities in need.
BUSINESS OPERATIONS Bloomin’ Brands uses data to save money and improve the customer experience.
BUSINESS OPERATIONS Grove Collaborative reduces delivery times and improves customer satisfaction.
STARTUP SPOTLIGHT IceCream Labs uses machine learning and visual intelligence to drive ecommerce.
THEFT
SECURITY
POV
Communities
End Cap
STORES Magazine - April 2018 - Intro
STORES Magazine - April 2018 - cover1
STORES Magazine - April 2018 - cover2
STORES Magazine - April 2018 - 3
STORES Magazine - April 2018 - 4
STORES Magazine - April 2018 - 5
STORES Magazine - April 2018 - Editor’s Page
STORES Magazine - April 2018 - President’s Page
STORES Magazine - April 2018 - Retail Politics
STORES Magazine - April 2018 - NRF News
STORES Magazine - April 2018 - TRENDS
STORES Magazine - April 2018 - 11
STORES Magazine - April 2018 - 12
STORES Magazine - April 2018 - 13
STORES Magazine - April 2018 - 14
STORES Magazine - April 2018 - C2W
STORES Magazine - April 2018 - Retail People
STORES Magazine - April 2018 - 17
STORES Magazine - April 2018 - A Taste for Success
STORES Magazine - April 2018 - 19
STORES Magazine - April 2018 - 20
STORES Magazine - April 2018 - 21
STORES Magazine - April 2018 - Want It, Need It, Gotta Have It
STORES Magazine - April 2018 - 23
STORES Magazine - April 2018 - 24
STORES Magazine - April 2018 - 25
STORES Magazine - April 2018 - SUPPLY CHAIN
STORES Magazine - April 2018 - 27
STORES Magazine - April 2018 - 28
STORES Magazine - April 2018 - TECHNOLOGY
STORES Magazine - April 2018 - 30
STORES Magazine - April 2018 - FINANCE
STORES Magazine - April 2018 - 32
STORES Magazine - April 2018 - Q&A
STORES Magazine - April 2018 - MERCHANDISING
STORES Magazine - April 2018 - 35
STORES Magazine - April 2018 - BUSINESS OPERATIONS Lowe’s expands training program to help communities in need.
STORES Magazine - April 2018 - 37
STORES Magazine - April 2018 - BUSINESS OPERATIONS Bloomin’ Brands uses data to save money and improve the customer experience.
STORES Magazine - April 2018 - 39
STORES Magazine - April 2018 - BUSINESS OPERATIONS Grove Collaborative reduces delivery times and improves customer satisfaction.
STORES Magazine - April 2018 - 41
STORES Magazine - April 2018 - STARTUP SPOTLIGHT IceCream Labs uses machine learning and visual intelligence to drive ecommerce.
STORES Magazine - April 2018 - THEFT
STORES Magazine - April 2018 - 44
STORES Magazine - April 2018 - 45
STORES Magazine - April 2018 - SECURITY
STORES Magazine - April 2018 - 47
STORES Magazine - April 2018 - POV
STORES Magazine - April 2018 - Communities
STORES Magazine - April 2018 - End Cap
STORES Magazine - April 2018 - cover3
STORES Magazine - April 2018 - cover4
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