Nuvolo > Case Studies > Large Restaurant Chain Streamlines Facilities Management with Nuvolo

Large Restaurant Chain Streamlines Facilities Management with Nuvolo

Technology Category

Functional Applications - Computerized Maintenance Management Systems (CMMS)
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Buildings
Retail

Applicable Functions

Facility Management
Maintenance

Use Cases

Building Automation & Control
Inventory Management

About The Customer

The customer is a large restaurant chain in North America, committed to creating a welcoming and consistent guest experience across all their cafés. They were looking for ways to streamline their facilities management processes to improve the overall customer and employee experience. The customer also uses ServiceNow™ for their IT requests and other business operations like risk management, food safety, and supply chain. They needed a system for tracking corporate facility and building usage, and a streamlined way for employees to book workspaces for their return-to-the-workplace initiative.

The Challenge

The client, a large restaurant chain in North America, was facing challenges in managing the maintenance of their cafés. They were primarily using spreadsheets for this task, and the process varied depending on the size and scope of the tasks. Smaller repairs and maintenance needs were handled directly by the general managers of each café, which involved spending time on the phone coordinating with equipment vendors. Larger repairs and remodels required the involvement of the facilities team for bids, reviews, and vendor management. The company also needed a system for tracking corporate facility and building usage, and a streamlined way for employees to book workspaces for their return-to-the-workplace initiative.

The Solution

The client chose Nuvolo, a platform built on ServiceNow™, to streamline their facilities management processes. The platform allowed the client to extend their existing ServiceNow™ instance into other lines of business, connecting different groups through technology. Nuvolo provided a customizable platform that could be modified and expanded to meet the client's needs. The facilities team used Nuvolo to streamline their work order and vendor management processes. Managers could submit work orders, which were automatically dispatched to vendors. The facilities team could intervene directly if any issues arose, communicating with vendors and technicians through the platform. Nuvolo also helped the client facilitate its return-to-the-workplace initiative by allowing employees to reserve spaces and enabling teams to monitor utilization data.

Operational Impact

The implementation of Nuvolo has significantly streamlined the client's facilities management processes. The workload of general managers has been reduced as they no longer need to spend time on the phone coordinating maintenance tasks. Instead, they can submit work orders which are automatically dispatched to vendors. If any issues arise, the facilities team can intervene directly, ensuring issues are resolved sooner. This has freed up the general managers to focus more on the customer and on priority company goals. Additionally, the platform has supported the company's return-to-the-workplace initiative by providing a system for employees to book workspaces and for teams to monitor how their corporate facilities are being used.

Quantitative Benefit

Before the solution was deployed, the team processed roughly 5,000 projects per year. After go-live, they were able to accurately process approximately 23,000 requests using the same resources.
Managers no longer need to spend time on the phone for requests, as work orders are now automatically dispatched to vendors.
The platform has helped the company manage their return-to-the-workplace initiative by allowing employees to reserve spaces and monitor utilization data.