CAFM & IT CHANNELING CHANGE
While some erroneously believe in the coming of a retail apocalypse driven by digital disruption, research has shown that’s simply not the case. Here,
Tom Buiocchi, Executive Director at ServiceChannel advises on how to master retail expansion with FM software.
Many successful retailers such as Apple, who are hyper- obsessed with creating the right customer experience, are the model of what it takes to win as a brick-and-mortar business in the 21st century. Even pure digital businesses such as Warby Parker have seen the light in terms of the value of brick-and-mortar as an integral part of the omni- channel retail selling motion.
The goal for many retailers is to combine physical with digital customer experiences into “phygital ones”, creating a seamless journey as buyers move between the convenience of virtual shopping and the tangibility of shopping in a store.
This trend towards brick-and-mortar retail expansion ends up putting a lot of pressure on FMs— they need to grow their internal teams, establish centralised FM practices across new locations, organize massive amounts of data, and find trustworthy contractors in new, unfamiliar places. Mitigating these types of growing pains requires the right technology; namely, a specialized FM software platform.
Let’s take a look at how FMs can leverage software to be successful, as retail expansion multiplies their responsibilities:
Manage work orders for all locations When opening new retail locations, it’s key to centralise work order processes so you maintain visibility and control throughout. Not only can FM software organise work order life cycle data into a single dashboard, it also enables you to set up remote equipment and contractor monitoring, emergency alerts via mobile app connections, and automated work order submissions.
The impact of these capabilities is enormous: FMs are able to loop new locations into their management processes easily and cost-effectively. Furthermore, FM software is scalable and can help your stores adopt innovative, “phygital” retail technologies like virtual fitting rooms as they make their way into the market.
Analyse spend and plan budgets Another vital competency of FM software is record keeping. Having detailed work order histories— broken down by piece of equipment, store, time period, or other metrics— helps you evaluate your current FM spend, as well as make data-backed budgeting decisions for the future.
Extensive FM records also make it easy to analyse work orders over time and identify spend trends, which you can use to intelligently allocate budget for the opening and management of your new stores. For example, you
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might find that repair and maintenance spend on the HVAC systems in your existing stores is significantly higher than originally planned for, indicating that it will be cost- effective to purchase a different brand of HVAC system for your new locations.
Maintain brand integrity It’s no secret that FM impacts the retail customer experience; properly maintained stores enhance it, and stores with problems, such as insufficient lighting, deteriorate it. During the expansion process, managers must ensure new stores have a consistent appearance and offer the same services as existing locations, thereby maintaining your brand’s integrity. That’s only possible with the right contractors.
Certain FM software allows your team to create a database of trusted contractors and service providers. This way, your team knows exactly which contractors are compliant with necessary verifications and which can provide prompt, high-quality service when it comes time to expand to a new location. This software also typically allows for more efficient invoicing, and paying providers on time is paramount to establishing long-term relationships.
Final thoughts Retail expansion is showing no sign of slowing, and FMs need to be ready. As you plan, open, and upkeep new stores, leverage FM software’s organisation, automation, analytics, and contractor management capabilities to ensure a streamlined expansion process.
https://servicechannel.info/
www.servicechannel.co.uk twitter.com/TomorrowsFM
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