Walgreens strives to be a leader in health and wellbeing. But with nearly 8 million customers interacting with its stores daily—and the lack of a scalable, sophisticated facility maintenance vendor in place—the company found themselves reactively handling basic custodial services. This reactiveness, naturally, led to irregular maintenance and a less-than-stellar customer experience.
While Walgreens did have an internal work order management system in place to drive compliance KPIs, such as work completion and on-site verification, it was extremely difficult for them to find a service provider that was sophisticated enough to integrate its own systems and processes into Walgreens existing system.
Many of Walgreens other service providers had major performance issues, as information was not being effectively delivered to the front lines, causing missed and incorrect services—and KPI performance to slip to a less-than-standard compliance rate of only 18 percent. For their third-party vendors, the absence of the appropriate technical sophistication caused additional administrative burdens, making it difficult for the service to be profitable. This, in effect, reduced the quality of the service, affected KPI performance, drove up costs, and degraded the in-store experience.