Case Study

How Encompass Simplified and Scaled Facility Management for Walgreens

Author: Encompass Team
Industry
Retail
Location
Deerfield, IL
Size
9,200 Locations

With more than 9,200 retail locations and 230,000 employees, Walgreens is one of America’s most-loved local drugstores. As the sole provider for all Walgreens 1,400 stores in Florida, North Carolina, and South Carolina, Encompass Onsite manages Walgreens end-to-end brick-and-mortar needs—including comprehensive floor care, general custodial services, internal and external maintenance, as well as other specialized services. Since partnering with Walgreens in 2015, Encompass has consistently ranked as the top-performing vendor in the space.

The Problem

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.

The Solution

Encompass stepped in to assist Walgreens with a comprehensive set of services that met all their needs—across 1,400 locations. In addition to expertly integrating our internal software platform with Walgreens existing work order management system, Accruent, Encompass designed a thoughtful, preventative maintenance plan for ongoing services, which reduced exorbitant costs and quality issues tied to reactive services.

Integrating our work ticket system with Walgreens system gave Walgreens the ability to simply submit and scale work orders nationally—with any facility professional on the Encompass platform. The Encompass work ticket system’s geo-tagging functionality also confirms on-site verification and on-time work completion, which helps bridge the performance gap and embed quality assurance into our standard of service.

By allowing our managed partners to access our platform, we are able to reduce administrative burden and overall cost—benefits that we are proud to pass along to our partners at Walgreens.

In just three months, compliance quality and work verification KPIs increased from 18% to 95%—a rate we have helped maintain ever since.

The Results

After partnering with Encompass, in just three months’ time, Walgreens compliance quality and work verification KPIs increased from the aforementioned 18 percent to an astounding 95 percent—a rate we have helped maintain ever since.

Our platform and processes have completely transformed Walgreens administrative workload as it relates to facility management. Instead of manually processing thousands of work tickets each month, the Walgreens team can focus on other areas of improvement. The Encompass system has also given Walgreens unprecedented access to data and insights, as they relate to facility service KPIs.

Walgreens has recognized Encompass as one of the highest-performing vendors across their entire supply chain. It’s our goal to continue to consistently help Walgreens meet and exceed the quality of service they receive, so they are able to perpetuate a positive in-store experience for each and every customer.

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