Transforming store operations for a large specialty retailer
A leading American specialty retailer with over 800 stores across the country, operating with an average area of 17,000 sq. ft., per store across 49 states in the U.S.A.
Throughout the years, this leading retailer has maintained focus on delivering an exceptional customer experience. As business grew, they sought to improve store comfort levels while reducing energy and maintenance costs. To realize this vision, this retailer engaged EcoEnergy Insights for a 3-year program in 2018.
The EcoEnergy Insights team gathered data regarding store operations, energy spend and equipment breakdown scenarios from the existing building management system (BMS). We mapped the retailer’s store network and analyzed operations of over 800 stores having roughly 5,000 HVAC systems to discover energy efficiency and store operation improvement opportunities, and deployed two services:
A 24/7 Energy Management System (EMS) Support Service:- To respond to store complaints earlier and resolve them more quickly, our BluEdge™ Command Center — consisting of data scientists, control engineers and domain experts — are engaged. The team remotely diagnoses and resolves store issues related to lighting, HVAC, and occupant comfort, thus reducing technician dispatches. Field process transformation is carried out for the customer for which stringent measures to validate technician dispatches and clubbing multiple issues in a single dispatch are implemented. Also, specific information is provided to the technician prior to the visit to enable effective repairs. Remote verification of repair effectiveness is done to avoid repeat store calls and dispatches. Proactive weather monitoring & severe weather actions, repeat call analysis and actions on the root cause are provided to improve store comfort. Overall changes are managed by working proactively with various stakeholders.
An Energy Efficiency & Analytics Service:- Based on the analysis of existing store and equipment energy consumption data, the team identifies energy saving and process optimization opportunities. These opportunities are related to HVAC, lighting and site-level assets including sensor calibrations and security systems. We deployed over 20 relevant saving strategies applicable to the retailer from a vast library to achieve the first phase of results.
In the short span of one year, the retailer observed results in terms of cost savings, maintaining optimal thermal compliance and reducing equipment downtime. Deep analytics-based control strategies were deployed to address the identified opportunities in terms of standardizing policies and increasing remote resolutions
Here’s a look at the results for year one of our engagement:
- 800+ stores managed
- 5.4% average annual energy savings
- 20% technician dispatched with 80% work orders managed through remote actions
- 99% adherence to Service Level Agreement (SLA) for order response and resolution
- 100% adherence to SLA on call abandonment rate
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