Servicemaster

Overview

ServiceMaster’s origins are in Chicago in 1929, when a former minor league baseball player, Marion E. Wade started a moth proofing company. Today ServiceMaster may be a Fortune 500 company, yet it still prides itself on its original ideals of integrity, responsibility, co-operation and mutual respect.

The UK Company celebrated its 50th Anniversary in 2010, one of the most successful franchise operations in the UK with over 400 business owners across its four brands:

ServiceMaster Clean
Merry Maids
Trugreen
Furniture Medic

The Problem

It’s a challenge for any franchise to control brand and product consistency across a large franchise network. For the extremely successful ServiceMaster it means having to handle a complex range of operational and marketing collateral across four very different brands. This wasn’t easy and required a great deal of centralised administration.

Franchisees are not typically sales and marketing specialists, their knowledge and experience is normally within the service or product they provide. Ensuring the consistency of the brand identity across such a huge network was a constant battle with many of the franchisees not fully understanding how these brand identities should be used to their best advantage.

With all of these franchisees being owner operators, there was also the constant issue of managing the payment for these products.

Solution

To solve this ongoing operational problem, ServiceMaster contracted the services of a partner with knowledge of supplying eProcurement solutions to the franchise sector, besley & copp.

Following an initial audit that looked at the objectives of the company and the needs of the franchisee network, besley & copp built 4 separate franchise branded websites powered by the eSupply Portal. The modular nature of the eSupply Portal enabled it to be tailored to the clients specific needs as well as offering a scalable platform to build on going forward.

The ServiceMaster network now has a dedicated eSupply Portal resource for each brand, allowing franchisees to quickly place orders, whenever they want, wherever they want on a range of desktop and mobile devices. This has empowered the individual franchisees, who now access a wide range of high quality marketing collateral which can be regionally personalised, yet stay on brand. The problem of payment has been solved by installing credit and debit card payment facility for franchisees.

In turn ServiceMaster as the franchisor, can control the use of the brand and the messaging used across each of the four branded networks. Because all marketing and operational print now comes from one central point, the company is guaranteed that the highest quality print is being used by its franchisees, while reducing the amount of stock that needs to be held.

And the eSupply Portal’s scalable platform has already extended so that the ServiceMaster network can now access, not just operational and marketing print, but purchase an extended product range that includes uniforms and promotional gifts. A complete procurement solution.

Benefits have included

De-centralising the ordering process
Reducing central administration costs
Aggregating costs across all four brands
Improved reporting
Controlling the 4 brands.

Client

Servicemaster

Project Dates

Testimonial

“ServiceMaster have worked with besley & copp for over 7 years now, we have always experienced superb customer service, on top of professional service, quality and value for money. It’s a pleasure to work with you!”

Wendy Buck
Administration Manager

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