PM Program for Brand Improvement and Spend Reduction

PM Program for Brand Improvement and Spend Reduction

FACILITY MAINTENANCE-HANDYMAN SERVICES CASE STUDY

OVERVIEW

PM Program for Brand Improvement and Spend Reduction

One of the many benefits of having a Preventative Maintenance (PM) handyman program is that it not only drives down your overall reactive spend it also improves the overall brand scores of your portfolio.

Most recently, a sizeable multi-site retailer with over a thousand properties wanted to improve their portfolio while reducing their overall repair spend by initiating a PM program that could provide a consistent service plan on a weekly to monthly basis while streamlining the repair time of their routine maintenance needs.

APPROACH

Assess

The client had a portfolio consisting of 1,100 multi-site locations across the country. The first course of action was to provide the right visual inspections across their geographical footprint to accurately pinpoint the needed repairs.

During this process, we provided a checklist and scoped out additional overlooked property issues. We also noticed some of their higher traffic locations required parking lot and signage repairs and incorporated that into our inspection checklist.

Since those scopes of work were part of our primary service divisions, we were able to deliver value outside of a traditional handyman program.

Plan

Since the client wanted an established maintenance routine, we provided a scheduled-out plan for both the routine inspections and the workflow of reactive repairs as they are needed.

We then aligned our technician workforce to deliver all of the services.

Execution 

We lifted the program over a 45 day period and then put in place a quarterly business review to oversee the results and make continuous improvements to the program.

In the first year, they saw a 17% reduction in maintenance spend due to our implementation of the program.

The client also saw a 28% reduction (comparing the second year to the previous year before the program started) and ultimately added three years onto the contract based on the first two years of success.

RESULTS

Maintenance Savings

17% reduction in maintenance spend

Program Comparability

28% reduction compared to the second year to the year before the program

Successful Additions

+3 years onto the contract

When looking towards reducing your plumbing expenses, seek out a nationally recognized contracting partner to help level-out some of your concerns.

By doing so, you can expect to accomplish more savings and increase your network while having the comfort of knowing highly-vetted professionals in the industry are providing the right amount of services for your portfolio.

CONTACT US

866-571-4609

sales@ferrandinoandson.com

Leveraging Plumbing Best Practices for Long-Term Maintenance Affordability

Leveraging Plumbing Best Practices for Long-Term Maintenance Affordability

PLUMBING SERVICES CASE STUDY

OVERVIEW

Leveraging Plumbing Best Practices for Long-Term Maintenance Affordability

Maintaining your plumbing requires significant attention to detail, and if not adequately prepared or knowledgeable, you might find yourself with a hefty repair bill in the thousands, multiplied by the hundreds or thousands of properties in your portfolio.

One way to lessen some of the financial burdens is to seek a reputable national contracting partner to make sure all your plumbing basics are covered.

Below is an example of how a recent client of ours leveraged our plumbing best practices to save on their plumbing program.

APPROACH

Assess

​The client’s portfolio consisted of 300 fast-food locations across the nation that needed a significant update on their plumbing fixtures.

For several years, the client noticed each of their locations experiencing an increase in plumbing repairs that ranged from running faucets, broken toilets and the occasional blockage.

Continually dispatching service technicians to repair these minor repairs impacted their maintenance budget and also complicated matters further due to the lack of proper resources available when they required a technician.

The client sought us as a new partner, fully aware that a reputation like ours could not only supply the certified technicians in case of repairs and emergencies but a partner that could also offer a long-term sustainable plumbing program for their entire portfolio.

Plan

After reading about our best practice guidelines to lower their plumbing maintenance expenses, they agreed on a plan to refit all their bathroom fixtures with eco-friendly and cost-effective appliances.

To help mitigate their water bills, we offered to replace their existing toilets with low-flush options, strategically replacing them as units started to break down.

We also introduced the advantages of replacing their old-fashioned handle faucets with touchless sink technology, limiting the spread of germs and reducing the need for handles and other sink accessories like internal washers, packing glands, and cartridges.

Outcome

By refitting their entire portfolio with new eco-friendly upgrades, the client would save on average 44% on their yearly water bill and saved an additional 55% on maintenance repairs, reducing on-site visitations by more than 33%.

Additionally, by signing with a national contractor, we provided the client with certified technicians for their inspections for all of their plumbing and drain services and received the added benefit of knowing that all of their plumbing would be covered under their new program.

RESULTS

Utility Savings

Saved 44% on yearly water bill

Repair Savings

Saved an additional 55% on maintenance repairs

On-site Visitations

Reduced on-site visits by 33%

When looking towards reducing your plumbing expenses, seek out a nationally recognized contracting partner to help level-out some of your concerns.

By doing so, you can expect to accomplish more savings and increase your network while having the comfort of knowing highly-vetted professionals in the industry are providing the right amount of services for your portfolio.

CONTACT US

866-571-4609

sales@ferrandinoandson.com

Case Study: Utilizing Best in Class Triage Solutions for Valuable Outcomes  

Case Study: Utilizing Best in Class Triage Solutions for Valuable Outcomes  

CALL TRIAGE CASE STUDY

OVERVIEW

Utilizing Best in Class Triage Solutions for Preferred Outcomes  

Call Triage processes are valuable strategies for companies who do not have the resources to triage every one of their service calls or go more in-depth with their approaches. We do this for our clients for thousands of work orders every week, so the process inherently continues to mature and improve every work order, every week, and every request.

Triage processes allow us to stand out from the competition who are unwilling to go beyond the ‘dispatching’ phase and provide the ultimate value by saving repair time and fees.

Asking preliminary repair questions and providing short-term solutions create the right steps to engage the proper resources to fix the problem.

APPROACH

Assess

It is late evening on a Sunday night, and one of the largest theater chains in the US is reporting a water leak at one of its locations. The theater manager reports that the water is gushing from the toilet and immediately inquires about dispatching a repair technician.

However, before taking the easy step of just dispatching a tech, we assess the prognosis by going through a series of questions to narrow down the repair’s true nature. Asking preliminary repair questions and providing short-term solutions create the right steps to engage the proper resources to fix the problem.

When dispatching the technician for the repair work, many of our competitors fail even to question the root cause of a repair, let alone provide a vendor who is well equipped to handle the situation.

Plan

After successfully gaining all the correct details for the repair, we advised the theater manager of a short-term solution for their leak. We indicated that they turn off the water flow and apply an “out of service” sign on the problematic stall.

Once the water stopped flowing, our next step was to downgrade their work order to a level-P3 (next day service), saving them a premium trip charge and saving the client time and a half on an after-hour service. Thus, the following Monday, the client received a much lower trip charge and a standard hourly rate.

Execution

When dispatching the technician for the repair work, many of our competitors fail even to question the root cause of a repair, let alone provide a vendor who is well equipped to handle the situation.

Most vendors are in the dark from the beginning phase, so when approaching the work order, they have either very little background knowledge or no knowledge of the previously communicated information, which creates room for more errors.

Our intensely vetted technicians are always prepared and well informed of what is ahead of their work before arriving on the scene, so they have all the right tools and replacement parts required for the job.

Overall, by applying a call triage process from beginning to end, we reduce our average time on site by 15%, by eliminating 20% of all trip charges and completing the job on the first visit more than 30% more often than our competitors.

RESULTS

On-site Time

Reduce on-site time by 15%

Trip Charges

20% of all trip charges eliminated

Job Completion

30% more first-visit job completions than competitors

Incorporating a triage process shows that our priorities are towards our clients’ best interests in mind. Our solutions are always to simplify rather than to complicate. Besides, we also want to incorporate strategies that lower the average cost per ticket in the process, inevitably creating another valuable outcome.

CONTACT US

866-571-4609

sales@ferrandinoandson.com

Drive Long-Term Savings Through Cost-Per-Ticket Analysis

Drive Long-Term Savings Through Cost-Per-Ticket Analysis

COST-PER-TICKET CASE STUDY

Drive Long-Term Savings Through Cost-Per-Ticket Analysis

OVERVIEW

When it comes to assessing an FM Program, we have discovered that cost-per-ticket KPIs set a better tone in measuring long-term savings. We all have had our fair share of standard metrics: response times, length of calls, resolution timeframes, and overall customer and project satisfaction rates, but regardless, there is one service metric that rules them all: cost-per-ticket. The difference between evaluating a service program from the perspective of the average cost-per-ticket (versus the hourly-rate charge), may be the biggest difference between providing savings, versus consistently going over budget month after month.

 

THE DIFFERENCE BETWEEN EVALUATING A SERVICE PROGRAM FROM THE PERSPECTIVE OF THE AVERAGE COST-PER-TICKET (VERSUS THE HOURLY-RATE CHARGE), MAY BE THE BIGGEST DIFFERENCE BETWEEN PROVIDING SAVINGS, VERSUS CONSISTENTLY GOING OVER BUDGET MONTH AFTER MONTH.

APPROACH

ASSESS

During the RFP stage, some suppliers have learned to submit lower hourly rates to ensure they win the work, but then drive up your costs by performing the work through inflated hours and by creating unnecessary exorbitant markups on materials. For example, a client recently moved their maintenance program over to us from another company, due to their former providers constantly exceeding their budgeted maintenance spend – even though their hourly rates were very low.

Our advantage merges scoping the issue out appropriately while leveraging an industry-recognized best-in-class triage process – along with providing clearly defined SLAs (Service-Level-Agreements), which define our goals for driving down costs, and thus, holding us to an expectation on a cost-per-ticket by trade category. Overall, we maneuvered the down costs in the first year by 24%, even while our own hourly rates were 6% higher than the previous company.

 

OUR ADVANTAGE MERGES SCOPING THE ISSUE OUT APPROPRIATELY, WHILE LEVERAGING AN INDUSTRY RECOGNIZED BEST-IN-CLASS TRIAGE PROCESS – ALONG WITH PROVIDING CLEARLY DEFINED SLAS (SERVICE-LEVEL-AGREEMENTS), WHICH DEFINE OUR GOALS FOR DRIVING DOWN COSTS, AND THUS, HOLDING US TO AN EXPECTATION ON A COST-PER-TICKET BY TRADE CATEGORY.

WORKFLOW

When we discuss at length how critical it is to measure your cost-per-ticket by category, what we are conveying is the important perspective of lessening the focus on the rate-per-hour. Previously, we have mentioned hourly rates are at times manipulated, and furthermore, are more than less likely to be the cheaper option for long-term maintenance strategies.

Our hourly-service rates are set at a high-base point, coming in about 9%-more than what may be ideal for the typical “run-and-fail” model tactician, but we not only deliver a first year reduction, but by the second year we typically see additional savings through strategic purchasing and better refined SLA’s. How this is accomplished is through our proprietary workflow protocols by scoping the issue precisely, streamlining purchasing materials and to mitigate non-emergency travel expenses that can be held off for another day or two.

TRIAGE PROCESS

In any customer service-based industry there are two fundamental metrics: customer satisfaction and cost-per-ticket. Customer satisfaction is usually subjective in nature, while cost-per-ticket is quite objective. Typically, other factoring KPIs (Key Performing Metrics) tend to apply to other forms of cost containment qualities. Cost-per-ticket implementations usually illustrate a situation involving spending a lot of money per ticket, but the resulting customer satisfaction is terrible. You will want to examine why so much money is being spent, which are the bones in driving down costs.

 Triage Processes help eliminate or alleviate costly tensions during the overall repair project by always providing you with good, better, and best solutions and materials for each task. For example, as mentioned briefly before, our triage pushes out non-emergency repairs to the next day, which will reduce trip costs and overtime rates, while downgrading more than 22% of emergency calls through our custom triage process.

RESULTS

ASSESS

Driving yearly cost-per-ticket savings by 15% or more

WORKFLOW

Streamlined workflow saves on average close to 20% within 2-years

TRIAGE PROCESS

Triage processes can reduce trip costs and work overtime rates by more than 22%

There are plenty of additional variables that impact the total cost of a service. Highlighting some of the cost-fueled “blind spots” requires analyzing and quantifying additional factors: overhead and costs associated with each work order, like purchasing merchandise, and the direct labor cost of the ticket. Without properly evaluating any indirect or direct costs upfront, you lose transparency in calculating the financial impact this will have on your business and the impact it will have on the longevity of maintaining your space.

Case Study: LED Lighting Reduces Energy Use by 70% While Reducing Maintenance Costs

Case Study: LED Lighting Reduces Energy Use by 70% While Reducing Maintenance Costs

The Customer:

A discount variety retailer offering both brand name and generic merchandise – including off-brand goods and closeouts of name-brand items. The client is currently operating over 10,000 stores in 40 U.S. states.

The Objective:

The store’s objective was to reduce lighting maintenance and service costs while at the same time providing a brighter retail environment for its customers to enhance the shopping experience and sales of merchandise.

The Solution:

Retrofitted the store location during the store’s normal business operating hours with minimal customer disruption. In total, fifty-seven T12, 4-foot, 2-lamp fixtures had fluorescent lamps replaced with 4-foot linear LED lamps. Seventy-eight T8, 4-foot, 1-lamp fixtures had fluorescent lamps replaced with 4-foot linear LED lamps. Six T12, 8-foot, 2-lamp fixtures had fluorescent lamps replaced with 8-foot linear LED lamps. Thirty-one 250 watt metal halide lamps were replaced with fourteen, 4-foot, 38-watt LED linear luminaire lighting fixtures and LED lamps.

The Results:

Based on current annual hours of store operation and current electrical rates, the store location is expected to:
1. Save $2,760 in first-year maintenance costs – projected to equate to $31,645 in maintenance costs over 10 years anticipated LED lamp life.
2. Realize a $4,457 reduction in energy savings within year one. Equal to a 70% reduction in kWh/year of energy usage.
3. Provide an annual emissions reduction of 65,342 lbs of greenhouse gases. Saving approximately 174 trees annually.
4. Current store customers have remarked about the brighter look the store is now projecting upon entering the store as well as the ability to see merchandise detail and colors more vividly while shopping in the store.
5. This led to changes throughout the client’s portfolio on the national level.

Interested in Learning More?

To learn more about lighting and general maintenance for your multi-site portfolio,
give Ferrandino & Son a call at:
866-571-4609
and ask to speak to someone in our Business Development Team.
You can also reach us at: sales@ferrandinoandson.com

Case Study: Refrigerated Display Case LED Lighting Retrofit

Case Study: Refrigerated Display Case LED Lighting Retrofit

Customer:

A supermarket chain engaged principally in the retail sale of groceries, dairy products, frozen foods, meats, seafood, fresh produce, flowers, pharmacy services, deli products, prepared foods, bakery products, beer/wine, fuel, and general merchandise.

Objective:

This supermarket chain needed a program to enhance the visual appeal of its refrigerated vertical cases while reducing its associated energy costs.

Challenge:

Reviewing the refrigerated display case specifications, we recognized that a traditional retrofit approach of replacing components with upgraded lamps and ballasts would not achieve the required improvement. We needed to recommend a solution that would slash energy and maintenance costs while enhancing the visual appeal of their vertical cases.

Solution:

We offered a retrofit program created specifically for refrigerated vertical cases. GE’s Immersion™ RV40 LED Refrigerated Display Lighting cuts annual operating costs while improving illumination of the packaged products. The perfect replacement for fluorescent lighting, GE’s Immersion™ solution efficiently delivers bright uniform light on the inside of the case, while significantly reducing energy consumption and maintenance expenses. This is an easy to install solution, contains no lead or mercury as with other lighting sources, and is both RoHS and NSF compliant.  A rated life of 50,000 hours and a 5-year warranty are icing on the cake.

Results:

For a typical location with 18 cases and 83 door retrofits:

  1. An immediate $5,000 per year reduction in maintenance costs. An immediate 86% reduction in energy usage resulting in $6,100 annual utility cost savings.
  2. An annual reduction of 78,533 lbs. of greenhouse gases emitted into the atmosphere Qualified for a $4,700 utility rebate.

“Ferrandino & Son is a great partner that provided a turnkey solution to my LED
cooler door retrofitting projects. They were involved in all aspects of the process from
providing return on investment analysis, implementing retrofits and processing rebates.”

Interested in Learning More?

To learn more about lighting and general maintenance for your multi-site portfolio,
give Ferrandino & Son a call at:
866-571-4609
and ask to speak to someone in our Business Development Team.
You can also reach us at: sales@ferrandinoandson.com