Long Term Partnership Founded on Trust
96%
customer satisfaction rating
187.5%
Improvement in SLA compliance
34%
Increase in service quality
6%
Net cost reduction
Walgreens
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.
But Wait There's More!
Healthcare Case Study
Hospitals that service civilly and forensically committed patients require outstanding levels of janitorial service as well as expertise in medical compliance and infectious disease control. Our in-house Healthcare Director of Operations, well-trained managers on-site and EVS workers who function as part of the patient care team have made this account a success. Our proprietary software platform, Encompass One, helps manage staffing and quality control while providing required compliance data. Encompass has consistently earned Excellent ratings from the Joint Commission Surveys conducted under the auspices of the Florida Agency of Healthcare Administration and are the gold standard for quality for non-government healthcare facilities.
University Case Study
Long-term relationships are built on communication and trust. Read how a decade-long account matured into a seamless partnership with a sense of united purpose and mutual respect. Discover how a “one team” mentality can mutually benefit both the service provider and the customer.
National Bank Case Study
A 200+ branch bank was expanding its reach rapidly and looking for a provider with a proven track record of successfully scaling with a rapidly growing company. We were able to lean on our strong network of professional partners to expedite recruitment and training and were fully staffed up and onboarded prior to the start of our contract. We were the bank’s first Systems Integrated Service Provider, syncing its internal CMMS with our Encompass One platform, instantly providing the ability to digitally issue and track work tickets, confirm quality of completed orders and provide feedback in real time. In response to our performance, the customer increased our scope of work from 13 to 33 sites within two months.
State Hospital Case Study
This extensive inpatient psychiatric hospital complex needed to improve staffing, cleanliness and state and federal mandated standards. We transformed its cleaning and quality standards by incorporating our proprietary software platform to monitor staffing, quality and track KPI. We also integrated our in-house health care compliance expert into their Compliance and Infection Control Team to improve patient outcomes and quality reviews. Read how we turned things around for this large, vital behavioural healthcare facility.
