Seattle Seattle-based Starbucks renewed its contract with Convergys Corp., Cincinnati, requiring the vendor to provide equipment-management support and services for two more years.
The two companies originally came together when Starbucks needed a partner to help it achieve more cost-effective equipment support to stores in North America. Today, the chain achieves this using Convergys’ support-management tool, which tracks every piece of equipment in each company-owned location, follows repair orders and support invoicing from approximately 1,300 service providers.
The companies also jointly developed a training program to help Convergys agents assist Starbucks retail employees in complex troubleshooting and equipment repair. The agents also identify appropriate service vendors, issue repair orders, and track repair work.
“Transferring an essential management function such as contact center services for facilities support to Convergys was a first for Starbucks,” said Badger Godwin, VP store development -- global real estate & facilities for Starbucks.
The team expects the renewed contract to help Starbucks continue to meet upcoming growth plans, drive cost savings and improve the efficiency of its facilities support operation, he said.