STORES Magazine - April 2018 - 39

"We achieved immediate visibility, strong operations support
and comprehensive analytics from day one."
- Jon Ahrendt, Bloomin' Brands

reducing service levels and ensures
compliance.
Bloomin' Brands needed "a simple
interface for locations to interact with
so they were not always on the phone,
visibility into larger ticket items and
ability to control proposals from
contractors," Buiocchi says. Those fixes
would ultimately "allow them to bring
control in house."
MAJOR CHALLENGES
Bloomin' Brands knew its major
challenges included a lack of support,
strategy, process, technology and
dedicated personnel, and a lack of
visibility into its spending, scope and
service providers. "We had many
members on the team (both dedicated
and shared resources) ranging from
facilities and operations to accounting,
finance, strategic integration and
training," Ahrendt says. "We also
had support from ServiceChannel's
implementation, on boarding,
contractor support, call center and
national account teams."

STORES.ORG

While that might sound like a lot
of bodies, facilities managers will
increasingly be at the table with fellow
managers as Ahrendt was, all dedicated
to strategically planning the customer
experience from variety of viewpoints
- and all contributing to a recipe for
success. A pilot program followed.
"We worked with them to build
a strategy that addressed cultural,
operational and fiscal considerations
including hiring great people," Buiocchi
says. ServiceChannel also established
formal key performance indicators
to measure department effectiveness
and vendor performance around four
categories: quality (user feedback and
recalls); cost savings (compared with
benchmarks); speed of service (time to
dispatch and resolution); and efficient
administration (invoicing and compliance).
ServiceChannel's "dual-focused"
approach appealed to Bloomin' Brands.
"We wanted to get from zero to 60
overnight in terms of our 'facilities
management evolution,'" Ahrendt says.
"We needed to work with the right

technology partner who would give us
the flexibility to grow the business the
way we wanted." Also, he says, "We
liked that they cared about their clients
and service providers."
And ServiceChannel was responsive.
"That's one of their strengths," Ahrendt
says, "We knew the mobile app would
be an important advancement for our
operators. Proposal review and approval
was on the road map, but was months
away from release. Once we expressed
how important it would be for our
team, they accelerated its development
and release. It was a huge improvement
and made a substantial difference."
RELATIONSHIP BUILDING
ServiceChannel's platform has been
deployed at Bloomin' Brands for more
than 18 months, covering more than
1,200 U.S. locations. Specifically, the
company relies on Service Automation,
ServiceChannel's flagship platform
that provides the ability to open work
orders, and for the facilities team to
track progress through resolution;
Analytics Custom, an optional Service
Automation module to run reports
customized for internal and external
stakeholders; and Invoice Manager to
reduce invoice and payment processing
costs through a closed-loop process.
"We knew we had the right solution
before we went live in July of 2015,"
Ahrendt says. "Their approach to
business coupled with their mobile
solution gave us confidence. We
achieved immediate visibility, strong
operations support and comprehensive
analytics from day one."
Outside of savings, which Ahrendt
says the company achieved, the
key metric was relationships. "The
relationship between our operations
team and the service provider were at
the forefront of our decision. That's
where the work takes place."
Having worked with a multitude of
third-party systems and companies,
"We knew what we were looking for,"
Ahrendt says. It was "finding the
perfect balance of culture and business
requirements."
STORES April 2018 39


http://www.STORES.ORG

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
https://www.nxtbook.com/naylor/NRFK/NRFK0318
https://www.nxtbook.com/naylor/NRFK/NRFK0218
https://www.nxtbook.com/nxtbooks/nrf/STORES_bigshowdaily20180116
https://www.nxtbook.com/nxtbooks/nrf/STORES_bigshowdaily20180115
https://www.nxtbook.com/nxtbooks/nrf/STORES_bigshowdaily20180114
https://www.nxtbook.com/nxtbooks/nrf/STORES2018_preview
https://www.nxtbook.com/naylor/NRFK/NRFK0118
https://www.nxtbook.com/naylor/NRFK/NRFK0917
https://www.nxtbook.com/naylor/NRFK/NRFK0817
https://www.nxtbook.com/naylor/NRFA/NRFA0017
https://www.nxtbook.com/naylor/NRFA/NRFA0317
https://www.nxtbook.com/naylor/NRFK/NRFK0717
https://www.nxtbook.com/naylor/NRFK/NRFK0617
https://www.nxtbook.com/naylor/NRFK/NRFK0517
https://www.nxtbook.com/naylor/NRFK/NRFK0417
https://www.nxtbook.com/naylor/NRFK/NRFK0317
https://www.nxtbook.com/naylor/NRFK/NRFK0217
https://www.nxtbook.com/nxtbooks/nrf/STORES_bigshowdaily20170117
https://www.nxtbook.com/nxtbooks/nrf/STORES_bigshowdaily20170116
https://www.nxtbook.com/nxtbooks/nrf/STORES_bigshowdaily20170115
https://www.nxtbook.com/naylor/NRFK/NRFE0017
https://www.nxtbook.com/naylor/NRFK/STORES2017_Preview
https://www.nxtbook.com/nxtbooks/nrf/STORES0117
https://www.nxtbook.com/nxtbooks/nrf/STORES1216
https://www.nxtbook.com/nxtbooks/nrf/STORES1116
https://www.nxtbook.com/nxtbooks/nrf/STORES1116v2
https://www.nxtbook.com/nxtbooks/nrf/STORES1016_esri
https://www.nxtbook.com/nxtbooks/nrf/STORES1016_radial
https://www.nxtbook.com/nxtbooks/nrf/STORES1016
https://www.nxtbook.com/nxtbooks/nrf/STORES0916_customcontent
https://www.nxtbook.com/nxtbooks/nrf/STORES0916
https://www.nxtbook.com/nxtbooks/nrf/STORES0816
https://www.nxtbook.com/nxtbooks/nrf/STORES0716_jestacustomcontent
https://www.nxtbook.com/nxtbooks/nrf/STORES0716
https://www.nxtbook.com/nxtbooks/nrf/STORES0616
https://www.nxtbook.com/nxtbooks/nrf/STORES_sourcebook2016
https://www.nxtbook.com/nxtbooks/nrf/STORES0516
https://www.nxtbook.com/naylor/NRFK/NRFE0416
https://www.nxtbook.com/nxtbooks/nrf/STORES0416
https://www.nxtbook.com/nxtbooks/nrf/STORES0316_visualsearch
https://www.nxtbook.com/nxtbooks/nrf/STORES0316
https://www.nxtbook.com/nxtbooks/nrf/STORES0216
https://www.nxtbook.com/nxtbooks/nrf/STORES2016_20160119
https://www.nxtbook.com/nxtbooks/nrf/STORES2016_20160118
https://www.nxtbook.com/nxtbooks/nrf/STORES2016_20160117
https://www.nxtbook.com/naylor/NRFK/NRFE0016
https://www.nxtbook.com/nxtbooks/nrf/STORES2016_Preview
https://www.nxtbook.com/nxtbooks/nrf/STORES0116
https://www.nxtbook.com/naylor/NRFK/NRFC1215
https://www.nxtbook.com/nxtbooks/nrf/STORES1215
https://www.nxtbook.com/nxtbooks/nrf/STORES1115_buyersguide
https://www.nxtbook.com/nxtbooks/nrf/STORES1115
https://www.nxtbook.com/naylor/NRFK/NRFE1015
https://www.nxtbook.com/naylor/NRFK/NRFC1015
https://www.nxtbook.com/naylor/NRFK/NRFE0915
https://www.nxtbook.com/naylor/NRFK/NRFM0016
https://www.nxtbook.com/naylor/NRFK/NRFE0815
https://www.nxtbook.com/naylor/NRFK/NRFE0715
https://www.nxtbook.com/naylor/NRFK/NRFE0615
https://www.nxtbook.com/naylor/NRFK/NRFD0015
https://www.nxtbook.com/naylor/NRFK/NRFS0015
https://www.nxtbook.com/naylor/NRFK/NRFE0515
https://www.nxtbook.com/naylor/NRFK/NRFC0315
https://www.nxtbook.com/nxtbooks/nrfe/STORES0415
https://www.nxtbook.com/nxtbooks/nrfe/STORES0315
https://www.nxtbook.com/nxtbooks/nrfe/STORES0215
https://www.nxtbook.com/naylor/NRFK/NRFG0115
https://www.nxtbook.com/nxtbooks/nrfe/STORES0115
https://www.nxtbook.com/nxtbooks/nrfe/STORES1214
https://www.nxtbook.com/naylor/NRFK/NRFG1114
https://www.nxtbook.com/nxtbooks/nrfe/STORES1114
https://www.nxtbook.com/nxtbooks/nrfe/STORES1014
https://www.nxtbook.com/naylor/NRFK/NRFM0015
https://www.nxtbook.com/nxtbooks/nrfe/STORES0914
https://www.nxtbook.com/nxtbooks/nrfe/STORES0814
https://www.nxtbook.com/nxtbooks/nrfe/STORES0714
https://www.nxtbook.com/nxtbooks/nrfe/STORES0614
https://www.nxtbook.com/nxtbooks/nrfe/STORES0514
https://www.nxtbook.com/nxtbooks/nrfe/STORES_sourcebook2014
https://www.nxtbook.com/nxtbooks/nrfe/STORES0414
https://www.nxtbook.com/nxtbooks/nrfe/STORES0314
https://www.nxtbook.com/nxtbooks/nrfe/STORES0214
https://www.nxtbook.com/naylor/NRFK/NRFG0114
https://www.nxtbook.com/nxtbooks/nrfe/STORES0114
https://www.nxtbook.com/nxtbooks/nrfe/STORES1213
https://www.nxtbook.com/nxtbooks/nrfe/STORES1113_buyersguide
https://www.nxtbook.com/nxtbooks/nrfe/STORES1113
https://www.nxtbook.com/nxtbooks/nrfe/STORES1013
https://www.nxtbook.com/nxtbooks/nrfe/STORES_mediakit2014
https://www.nxtbook.com/nxtbooks/nrfe/STORES0913
https://www.nxtbook.com/nxtbooks/nrfe/STORES0813
https://www.nxtbook.com/nxtbooks/nrfe/STORES0713
https://www.nxtbook.com/nxtbooks/nrfe/STORES0613
https://www.nxtbook.com/nxtbooks/nrfe/STORES0513
https://www.nxtbook.com/nxtbooks/nrfe/STORES0413
https://www.nxtbook.com/nxtbooks/nrfe/STORES0313
https://www.nxtbook.com/nxtbooks/nrfe/STORES0213
https://www.nxtbook.com/nxtbooks/nrfe/STORES2013_20130115
https://www.nxtbook.com/nxtbooks/nrfe/STORES2013_20130113
https://www.nxtbook.com/nxtbooks/nrfe/STORES2013_20130114
https://www.nxtbook.com/nxtbooks/nrfe/STORES2013_preview
https://www.nxtbook.com/nxtbooks/nrfe/STORES0113
https://www.nxtbook.com/nxtbooks/nrfe/STORES1212
https://www.nxtbook.com/nxtbooks/nrfe/STORES1112
https://www.nxtbook.com/nxtbooks/nrfe/STORES1012
https://www.nxtbook.com/nxtbooks/nrfe/STORES_mediakit2013
https://www.nxtbook.com/nxtbooks/nrfe/STORES0912
https://www.nxtbook.com/nxtbooks/nrfe/STORES0812
https://www.nxtbook.com/nxtbooks/nrfe/STORES0712
https://www.nxtbook.com/nxtbooks/nrfe/STORES0612
https://www.nxtbook.com/nxtbooks/nrfe/STORES0512
https://www.nxtbook.com/nxtbooks/nrfe/STORES0412
https://www.nxtbook.com/nxtbooks/nrfe/STORES0312
https://www.nxtbook.com/nxtbooks/nrfe/STORES0212
https://www.nxtbook.com/nxtbooks/nrfe/STORES2012_preview
https://www.nxtbook.com/nxtbooks/nrfe/STORES0112
https://www.nxtbook.com/nxtbooks/nrfe/STORES1211
https://www.nxtbook.com/nxtbooks/nrfe/STORES1111
https://www.nxtbook.com/nxtbooks/nrfe/STORES1011
https://www.nxtbook.com/nxtbooks/nrfe/STORES_mediakit2012
https://www.nxtbook.com/nxtbooks/nrfe/STORES0911
https://www.nxtbook.com/nxtbooks/nrfe/STORES0811
https://www.nxtbook.com/nxtbooks/nrfe/STORES0711
https://www.nxtbook.com/nxtbooks/nrfe/STORES0611
https://www.nxtbook.com/nxtbooks/nrfe/STORES0511
https://www.nxtbook.com/nxtbooks/nrfe/STORES0411
https://www.nxtbook.com/nxtbooks/nrfe/STORES0311_v2
https://www.nxtbook.com/nxtbooks/nrfe/STORES0311
https://www.nxtbook.com/nxtbooks/nrfe/STORES0211
https://www.nxtbook.com/nxtbooks/nrfe/STORES0111
https://www.nxtbook.com/nxtbooks/nrfe/stores1210
https://www.nxtbook.com/nxtbooks/nrfe/stores_mediakit2011
https://www.nxtbook.com/nxtbooks/nrfe/stores1110
https://www.nxtbook.com/nxtbooks/nrfe/stores1010
https://www.nxtbook.com/nxtbooks/nrfe/stores0910
https://www.nxtbook.com/nxtbooks/nrfe/stores0810
https://www.nxtbook.com/nxtbooks/nrfe/stores0710
https://www.nxtbook.com/nxtbooks/nrfe/stores0610
https://www.nxtbook.com/nxtbooks/nrfe/stores0510
https://www.nxtbook.com/nxtbooks/nrfe/stores0410
https://www.nxtbook.com/nxtbooks/nrfe/stores0310
https://www.nxtbook.com/nxtbooks/nrfe/stores0210
https://www.nxtbook.com/nxtbooks/nrfe/store_bigshow2010_post
https://www.nxtbook.com/nxtbooks/nrfe/stores_bigshow_20100112
https://www.nxtbook.com/nxtbooks/nrfe/stores_bigshow_20100111
https://www.nxtbook.com/nxtbooks/nrfe/stores_bigshow_20100110
https://www.nxtbook.com/nxtbooks/nrfe/stores0110
https://www.nxtbook.com/nxtbooks/nrfe/store_bigshowpreview2010
https://www.nxtbook.com/nxtbooks/nrfe/stores1209
https://www.nxtbook.com/nxtbooks/nrfe/stores1109
https://www.nxtbook.com/nxtbooks/nrfe/stores1009
https://www.nxtbook.com/nxtbooks/nrfe/stores0909
https://www.nxtbook.com/nxtbooks/nrfe/stores0809
https://www.nxtbook.com/nxtbooks/nrfe/stores0709
https://www.nxtbook.com/nxtbooks/nrfe/stores0609
https://www.nxtbook.com/nxtbooks/nrfe/stores0509
https://www.nxtbook.com/nxtbooks/nrfe/stores0409
https://www.nxtbook.com/nxtbooks/nrfe/stores0309
https://www.nxtbook.com/nxtbooks/nrfe/stores0209
https://www.nxtbook.com/nxtbooks/nrfe/stores0109
https://www.nxtbook.com/nxtbooks/nrfe/stores1208
https://www.nxtbook.com/nxtbooks/nrfe/stores1108
https://www.nxtbook.com/nxtbooks/nrfe/stores1008
https://www.nxtbook.com/nxtbooks/nrfe/stores0908
https://www.nxtbook.com/nxtbooks/nrfe/stores0808
https://www.nxtbook.com/nxtbooks/nrfe/stores0708
https://www.nxtbook.com/nxtbooks/nrfe/stores0608
https://www.nxtbook.com/nxtbooks/nrfe/stores0508
https://www.nxtbook.com/nxtbooks/nrfe/stores0408
https://www.nxtbook.com/nxtbooks/nrfe/stores0308
https://www.nxtbook.com/nxtbooks/nrfe/stores0208
https://www.nxtbook.com/nxtbooks/nrfe/stores-globalretail08
https://www.nxtbook.com/nxtbooks/nrfe/stores0108
https://www.nxtbook.com/nxtbooks/nrfe/stores1207
https://www.nxtbook.com/nxtbooks/nrfe/stores1107
https://www.nxtbook.com/nxtbooks/nrfe/stores1007
https://www.nxtbook.com/nxtbooks/nrfe/stores0907
https://www.nxtbook.com/nxtbooks/nrfe/stores0807
https://www.nxtbook.com/nxtbooks/nrfe/stores0707
https://www.nxtbook.com/nxtbooks/nrfe/stores0607
https://www.nxtbook.com/nxtbooks/nrfe/stores0507
https://www.nxtbook.com/nxtbooks/nrfe/stores0407
https://www.nxtbook.com/nxtbooks/nrfe/stores0307
https://www.nxtbook.com/nxtbooks/nrfe/stores0207
https://www.nxtbook.com/nxtbooks/nrfe/stores-globalretail07
https://www.nxtbook.com/nxtbooks/nrfe/stores0107
https://www.nxtbook.com/nxtbooks/nrfe/stores1206
https://www.nxtbook.com/nxtbooks/nrfe/stores1106
https://www.nxtbook.com/nxtbooks/nrfe/stores1006
https://www.nxtbook.com/nxtbooks/nrfe/stores0906
https://www.nxtbook.com/nxtbooks/nrfe/stores0806
https://www.nxtbook.com/nxtbooks/nrfe/stores0706
https://www.nxtbook.com/nxtbooks/nrfe/stores0606
https://www.nxtbook.com/nxtbooks/nrfe/stores0506
https://www.nxtbook.com/nxtbooks/nrfe/stores0406
https://www.nxtbook.com/nxtbooks/nrfe/stores0306
https://www.nxtbook.com/nxtbooks/nrfe/stores0206
https://www.nxtbook.com/nxtbooks/nrfe/stores0106-globalretail
https://www.nxtbook.com/nxtbooks/nrfe/stores0106
https://www.nxtbook.com/nxtbooks/nrfe/stores1205
https://www.nxtbook.com/nxtbooks/nrfe/stores1105
https://www.nxtbookmedia.com