Ask any mall-going teen or young adult about Express, Inc., and they’re likely to say they have at least one piece of Express’ fashion apparel in their closet. With more than 600 retail and factory outlet stores across the United States, Canada, and Puerto Rico, most in high-traffic shopping malls and centers, Express is a fashion mainstay. Charles (Chuck) Carroll is one of Express’s two zone facilities managers, with the responsibility of managing 330 locations.
Chuck measures success by a few barometers. The first is budget allocation. According to Chuck, “In the past year we have performed a couple of RFP’s that were successful in freeing up some budget money for other projects that we could not get capital money for. This creative budgeting is a way of life in facilities.” The other measure is customer satisfaction. “Our customer, store managers, and field leadership need to be satisfied with our work to have any measurable success. Over the past two years we have worked closely with our field teams to identify maintenance and repair weaknesses and address them. We also have created stretch goals for our team so that we can surpass what we know now as our current ‘success level.’”
Chuck has been a facilities manager in both the restaurant industry and retail. He believes that the biggest struggles stem from landlords not taking accountability for their assets, vendors not following through with work, and store managers escalating problems or working outside of ServiceChannel to resolve issues. He says, “All of these can be managed, but they offer unique challenges in dealing with these personalities.”
Express, Inc. uses ServiceChannel for work order tracking, proposal management, BI reporting, equipment tracking and vendor management. Chuck says, “There is no better system than ServiceChannel to manage vendor information, work orders and billing. When a vendor says they are unwilling to use our system they have basically said they are not willing to work with us. I like the fact that this type of system is becoming an industry standard.” Chuck particularly appreciates the new tools like the mobile app. “It’s been very valuable to work from anywhere and maintain the same response level without having to carry a laptop everywhere.”
Chuck has been using ServiceChannel for 7 years. He says, “ServiceChannel has separated itself from the competition with innovation and tools that make my job easier. These advanced tools are why I like using ServiceChannel.” Although Express has an internal training department that handles all training, Chuck puts together the documentation for the field to use the SC dashboard. Then the training department integrates it into their system to conform to the appearance of the rest of the training.
As if 330 stores don’t keep him busy enough, Chuck has two young children who keep him on the go. When not playing with them, Chuck works on his custom Airstream travel trailer and the latest remodeling project on his house!
Greg Rakovsky: Product Manager, Service Automation Desktop & Mobile Apps
As Product Manager for Service Automation Desktop and Mobile Apps, Greg Rakovsky’s job is to discover the features and products that ServiceChannel’s clients need to be successful at their jobs. Greg’s job includes talking to clients, doing user research, and making sure all parts of the business are communicating their needs. But that’s only half the job. Greg’s also responsible for communicating those needs to his engineering teams as clearly as possible so that they can build and fulfill clients’ needs.
Though he’s only been with ServiceChannel for less than 2 years, Greg is seeing lots of positive feedback. “What satisfies me most is knowing that I solved a problem that will save our clients time and money. Learning about problems and figuring out how to solve them through software, and then delivering that resolution is rewarding. When the clients see the process come to fruition they are very thankful and that feels, nice too!”
Greg loves all things tech. He notes, ”I stay up-to-date on everything going on in the tech world, especially in the tech startup space, through outlets like blogs and product reviews. I'm an early adopter of gadgets and beta software. I want to be on top of all the latest so I can incorporate outside best practices into my products at ServiceChannel.” In addition to tech, Greg enjoys reading books on a spectrum of topics, including the topics of psychology and finance. Greg’s interest in finance extends to having a finance hobby “that includes company research and studying how the different financial markets and instruments work.” But when it’s time for the outdoors, Greg likes to ski and play tennis. Greg is also a big music fan and loves to check out live concerts in his spare time.
An integral part of Greg’s job is being a good listener. “I'm always up for hearing new ideas and how we can make ServiceChannel better, especially long-term visionary-type things. If you have a vision of how SC should work several years from now or where you think it can go, I'd love to hear it!”
For You, About You
ServiceChannel is pleased to announce our monthly series of webinars - Inside the Facilities Management Mind. Webinar topics range from Analyzing Trends to Accurate Vendor Scorecarding. This month we are featuring the unique insight from the leading retail and convenience store chains AutoNation and RaceTrac as they share their experiences with and tips for purchasing and implementing a facilities management system.
Wednesday, March 9th @ 10:00 AM PST/1:00 PM EST Share with someone you know!
LearningChannel comprises Interactive courses led by expert instructors on ServiceChannel products. These courses are perfect for when you need a refresher, when you have a new employee onboarding, or when you want to learn best practices to get the most out of our products. Each course lists the skill level necessary (from Beginner to Advanced) and the target audience, so you can mix and match courses based on your needs.
Mar 1 - Dashboard 101: How to Use the Service Request Dashboard
Mar 2 - A Day in the Life of a Facility Manager: WO Creation & Mgmt
Mar 8 - The Power of Analytics
Mar 8 - RFPs, Proposals, and QuickView
Mar 10 - Service Automation Reports and QuickView
Mar 10 - Invoicing and Invoice Reports
Mar 17 - PM (Preventive Maintenance) Module: An Overview
Service Automation Actionable Landing Page
On March 22, 2016, ServiceChannel will release the Service Automation Actionable Landing Page which summarizes those items that require your attention. This page will soon replace the Track WO/PO page.
- Under Work Orders, you will see how many work orders were dispatched but not confirmed, declined by the service provider but not yet reassigned, and for how many the assigned provider has been late to arrive to the location.
- Under Proposals, you will see how many proposals are waiting for a quote or pending approval.
- It further breaks out the data by emergency and nonemergency work orders, so you can take action quickly.
Calendar: Upcoming Events
Mar 9 - ServiceChannel UK User Group, London, UK
Mar 13-15 - RFMA National Conference, Nashville, TN
Mar 16 - Restaurant User Group, Nashville, TN
Mar 22-24 - NFMT Conference, Baltimore, MD
Apr 24 - Retail User Group, Long Beach, CA
Apr 25-27 - PRSM National Conference, Long Beach, CA
Check out our Events Page for more local events near you!
Tip of the Month
Fixxbook Email Subscriptions
Fixxbook, is ServiceChannel's free commercial contractor directory that enables facilities managers and contractors to quickly find each other to conduct business.
Did you know you can easily manage your Fixxbook email subscriptions on fixxbook.com? Fixxbook ensures that someone in your profile gets the alert, so you never skip a beat!
To update your email subscriptions, log onto Fixxbook:
- Click on the sprocket at the top right of your window
- Chose the “Company” tab, then pick “Alerts Subscriptions”
- Make sure to scroll to the right to see everything, and notice no column can be left without at least one person receiving the alert.