A National Optical Retailer: Faster, Smarter Service
A national optical retailer improved service speed and efficiency by implementing a centralized maintenance program with 24/7 support and asset data visibility, reducing standard repair response times from 48 to 24 hours and emergency responses from 8 to 4 hours, ensuring exam rooms are operational within hours instead of days.
A National Optical Retailer: Faster, Smarter Service
Overview
For an optical retailer, the exam room has to work as reliably as the storefront — a broken HVAC unit interrupts a physician mid-appointment. This multi-location client had each store coordinating its own vendors, with no central data on equipment condition or repair history, while long-term system failures piled up behind routine fixes. It needed one accountable partner.
The Challenge
• Multi-trade repairs added coordination cost • HVAC past useful life ran without oversight • No central record of asset age or repairs
The Solution
• One program across repairs, PM, and landscaping • Centralized asset data for repair-or-replace • 24/7 support plus regular facility surveys
Results & Highlights
24 hrs Faster Standard Response Normal maintenance requests now resolved in 24 hours, down from 48.
4 hrs Faster Emergency Response Emergency requests now resolved in 4 hours, down from 8.
Centralized Asset Visibility One consolidated view of equipment data now informs every repair and replacement decision.
Exam rooms back in service in hours, not days.