Enhanced Visibility and Troubleshooting Increases Efficiency and Shortens Work Order Resolution Time
NEW YORK, July 13, 2016 – ServiceChannel today announced that its customer O2 Fitness, a regional chain of 24 full-service fitness centers, recently migrated from its legacy computerized maintenance management system (CMMS) to the ServiceChannel SaaS service automation platform in order to help its internal facilities management team more efficiently initiate, track and manage repair and maintenance work orders.
O2 Fitness, headquartered in Raleigh, NC, prides itself for being able to provide its members with highly tailored programs and services based on their specific fitness goals. The company’s facilities maintenance team, however, was challenged to maintain high levels of service excellence using its legacy CMMS, which included minimal levels of work order tracking, lack of transparent reporting and inconsistent user experiences.
“There was no transparency nor accountability of any of our FM technicians using our old software, which was not robust enough to meet our needs,” explained Jason Hughes, Director of Facility Operations at O2 Fitness. “We didn’t know where our money was were being spent or even what our problem areas were. Our users could only see the notes that others inputted but could not see how long a work order had been opened or when it had been closed. We knew it wasn’t the right system for us.”
O2 Fitness began a search for other technology options that could empower the FM team with more advanced work order management using enterprise-class workflows as well as on-demand, automated reporting of key performance metrics such as spending, equipment uptime/downtime and case resolution time. After evaluating a different software system, O2 Fitness chose ServiceChannel after learning that the platform was an ideal solution for distributed enterprises such as fitness centers.
Using ServiceChannel’s FM software, the O2 Fitness team now can more effectively initiate and track work order requests, monitor real-time status updates and leave feedback for work performed, improving both operational efficiency and technician accountability. The ServiceChannel platform also offers an integrated troubleshooting tool that O2 Fitness estimates has already eliminated up to 10 percent of work orders without having to dispatch a technician, saving both time and money.
After a successful deployment at one of its gyms earlier this year, O2 Fitness is now in the process of deploying the ServiceChannel platform throughout all of its locations. In addition, O2 Fitness is planning to phase in more ServiceChannel features and options such as ServiceChannel Asset Manager to better track and manage fitness and facilities equipment such as the HVAC system, which will empower the FM team with important data to make better repair-or-replace decisions. O2 Fitness is also planning to phase out its daily pen-and-paper site audit process with ServiceChannel Site Audit Manager, which enables automated and fully guided audits that are integrated with the ServiceChannel platform.
The company also plans to arm its FM technicians and fitness center general managers (the only non-FM employees who are authorized to initiate work order requests) with enterprise mobility using the ServiceChannel Mobile App to initiate/track/manage maintenance and repair work orders anywhere and from any Apple iOS and Android device, which the users “love,” according to Hughes.
“There is one GM here who is really hard to impress,” Hughes said. “When he said he loved using ServiceChannel, I knew it was a good thing.”
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ServiceChannel provides facilities managers with a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors across their enterprise. By delivering unprecedented transparency and data-driven analytics of service quality, across all trades, locations and contractors, facilities managers drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure. The world’s leading global brands use ServiceChannel and Big Sky solutions daily to help optimize millions of transactions and billions of dollars of spend annually.