UK book retailer drives efficiency, cost savings with automation platform

The biggest U.K. book seller is gaining operational efficiency and greater transparency with in-house facilities management after deploying a SaaS service automation platform.

The ServiceChannel solution, according to the release, is helping the retailer boost communications and performance.

"The goal was to improve efficiency and transparency by bringing facilities management control back in-house and managing our service providers directly without having to add new staff," said Phillip Mifflin, maintenance manager at Waterstones, in a press release. "We wanted a solution that would allow us to manage work orders more intelligently and more cost efficiently than we were seeing."

Waterstones evaluated five platforms before choosing ServiceChannel.

"ServiceChannel is informing us to make better strategic decisions about our facilities management and properly maintain our retail store environments," Mifflin said in the release. "The enhanced transparency and visibility is not only saving us money but also gives us the parameters to ask the right questions about our FM operations that we haven’t even anticipated before."


Topics: Automated Retail / Vending, Customer Experience, Customer Service, Technology


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