Customer Case Study: Crate & Barrel Acquisition Efficiency
ABOUT THE CUSTOMER
Crate & Barrel is an international destination for contemporary and modern furniture, housewares, and decor with locations in 9 countries. The Crate & Barrel store offers a unique and inviting experience for customers. Always at the forefront of innovation, the company has expanded the use of AR (augmented reality) viewing as part of the omnichannel customer experience and streamlined e-commerce capacities.
Crate & Barrel acquired Hudson Grace in 2019. A top priority for the facilities management team was to integrate the newly acquired locations as part of the company’s expansion of its footprint and product portfolio. The goal was to make the onboarding of the new members of the store fleet as seamless as possible while meeting timelines and budgetary requirements without adding incremental headcount.
The newly-acquired Hudson Grace chain did not have any system in place for facilities management prior to acquisition. As Tyler shares, they were mostly using spreadsheets and company “Yellow Pages” for vendor dispatch. Additionally, because of the unique nature of the acquired brand – the store footprint was considerably different. The goal was to reconfigure the locations in order to accommodate a more expansive “back of store” Warehouse function to fulfill e-commerce promotions of the newly added product lines.
Acquired stores would need to be onboarded to the new system rapidly without adding facilities managers. Personnel from the new stores and any incremental vendors needed to be trained to achieve a smooth transition. Store reconfigurations work and spend would be handled as multi-trade, multiy-work order projects and be managed to budget compliance.
Projects and integration completed on time and on budget.
No additional facilities management team members were required.
New stores loved the new system, and found it super easy to learn and use!
Tyler Stenton, Dir Facilities Crate & Barrel
“Over time, they [the Hudson Grace team] got it [using Fexa] and embraced it because it has made their job a lot easier! They can focus on running and managing the store and the sales and have someone else managing the facilities items.”
~ Tyler Stenton, Dir Facilities, Crate & Barrel
GAME PLAN WITH FEXA
- Create a new Fexa Custom Workflow to accommodate new store variations as required.
- Take advantage of Fexa’s Multi-vendor / Multi-trades Project capability to use for those stores where planned reconfiguration efforts are required. Work with real estate, construction, & distribution teams to assure all timelines would be covered and accounted for.
- Create new Strategic Custom Fields, specifically requested by the accounting team to easily track and report on integration efforts against budget.
- Configure and Automate a run of weekly custom reporting exports to be sent to the team managing the overall acquisition integration via email.
- Create video training for the new store managers and insert hyperlinks right in the work order screens for easy need to know access as they get used to the new system.
- Sign up the vendors for the Fexa Vendor training and get them to download the Fexa Mobile App for role-based access to the platform. Utilize additional custom communications to guide new users with the system.