How One Restaurant Chain Uses Nuvolo to Manage Its Facilities and Space Operations

30 Mar 2022

Our client is a restaurant chain committed to creating welcoming, consistent guest experiences across all their cafés. To support this priority, they were looking for ways to streamline their facilities management processes.

Our client primarily managed the maintenance of their cafés using spreadsheets. Plus, facilities requests were handled differently depending on the size and scope of the tasks.

Smaller day-to-day repairs and maintenance needs were handled directly by the general managers of each café. When maintenance was required, they were responsible for calling equipment vendors to confirm the order and schedule the work. This meant spending time on the phone coordinating these maintenance tasks. However, for larger repairs and remodels, the facilities team would get involved. They’d help with bids, reviews, and vendor management.

In addition to facilities management, our client required a way to manage their corporate employee return-to-the-workplace initiative. They needed a system for tracking corporate facility and building usage, and they required a streamlined way for employees to book workspaces for the days they’d be back in the office.

Why Nuvolo?

Our customer uses ServiceNOW™ for their IT requests and other businesses operations like risk management, food safety, and supply chain. Because Nuvolo is built on top of ServiceNOW, the team was able to integrate it into their processes and across their existing tech stack. Nuvolo provided them with a platform that they could modify and expand—including with customizable workflows, user interfaces, and flexible features.

Ultimately, Nuvolo offered a way for the IT, space management, and facilities teams to use the same platform for all their business needs.

Optimizing Facilities Management

The facilities team used Nuvolo to streamline their work order and vendor management processes. Before Nuvolo, the team processed roughly 5,000 projects per year. After Nuvolo, the facilities team changed their processes and began managing all the maintenance that the cafés needed from the top down. They were able to accurately process approximately 23,000 requests using the same resources.

Additionally, managers now no longer need to remain on the phones for requests. They can now submit work orders, which get automatically dispatched to vendors. If any issues arise, the facilities team can intervene directly; they can talk to vendors and technicians through the platform, which ensures issues are resolved sooner.

Most importantly, it has reduced the workload that general managers were carrying, freeing them up to continue their focus on the customer and on priority company goals.

Streamlining Space Management and the Return-to-the-Workplace Initiative

Additionally, Nuvolo helped our client facilitate its return-to-the-workplace initiative. Employees can reserve the spaces they need, and teams are able to monitor utilization data in order to track how their corporate facilities are being used. They can better manage their office, desk, and cubicle spaces and make more informed building and real estate decisions.

Future Uses

Our client is looking at potentially expanding into the capital planning solution to assist with projects such as future remodels or redesigns.