Global Footwear & Urban Apparel Retailer

Automating Work Order Dispatch to Restore Trust and Speed Response

Company Overview

A leading global retailer of athletic footwear, urban youth apparel, and accessories, operating across hundreds of high-traffic retail locations. The facilities team is tasked with maintaining uptime and delivering a premium in-store experience across a fast-moving, geographically distributed footprint.

2024 Operational Snapshot

• Major improvement in issue response times
• Fully automated work order routing and dispatch
• No-touch assignment to the correct provider
• Workflows with built-in call avoidance and escalation logic
• Zero new headcount needed despite operational complexity

The Win

After implementing Fexa, this retailer transformed how work orders were initiated, assigned, and resolved.

• Dispatches are now automatically routed to the right provider—based on category, asset, and location—without human intervention
• Pre-screening logic defers or closes work that doesn’t meet actionable thresholds
• Escalation delays and reactive firefighting are replaced by precision-triggered workflows
• Trust in the facilities function has been rebuilt through measurable improvements in transparency, turnaround, and vendor accountability

The Before Picture

A post-incident performance audit revealed a troubling pattern:

• Manual work order creation required multiple back-and-forth calls
• Delayed dispatches led to unresolved issues and store escalations
• Misdirected tickets frustrated both vendors and store teams
• Store staff and regional leaders began losing confidence in the FM team’s ability to respond quickly and effectively

The “Aha” Moment

The audit didn’t just highlight inefficiencies—it exposed a systemic flaw: every step of the work order process was dependent on someone manually pushing it forward. This created unavoidable bottlenecks at scale.
The solution wasn’t more people—it was smarter processes.

That’s where Fexa came in.

How Fexa Helped

A System That Does the Thinking (and Assigning) For You

• Automated Dispatch: Fexa uses service category, asset metadata, and location logic to instantly assign WOs to the correct provider—no calls, no delays
• Call Avoidance Triggers: Before dispatch, the system runs pre-set logic to determine if a vendor is actually needed, preventing unnecessary spend and site disruption
• Deferred or Auto-Closed Work: If a work order doesn’t meet escalation criteria, Fexa defers or closes it automatically, reducing clutter and unnecessary tracking
• Workflow Rules at Scale: Custom workflows ensure every step—from ticket creation to resolution—is aligned to policy, SLAs, and spend controls
• Role-Based Visibility: The right people see the right information—store teams get status updates, vendors get clear assignments, and FMs get real-time oversight

The Transformation

• Work orders now flow without manual effort, accelerating time to dispatch and reducing human error
• Vendor engagement is instant, eliminating the lag between ticket creation and action
• Confidence in the FM team is higher than ever, thanks to visible improvements in speed, communication, and resolution

Fexa helps growing retailers standardize, streamline, and succeed—no matter how complex your operations get.

Schedule your personalized Fexa demo today.