Customer Stories

How Hattie B’s Drove Team Engagement to Improve Their Repair Process

Key successes

Company Background

Hattie B’s is a Nashville-based Hot Chicken restaurant with 13 locations across the Southern United States. We sat down with Jacob Campbell, Director of Facilities, at Hattie B’s to learn about his experience maintaining and upkeeping all the equipment across all of their facilities.

Challenge

Before implementing ResQ, Hattie B’s was using Ecotrak. The challenge Jacob faced was that his team was going around Ecotrak because they found things getting bottlenecked through the system.

We weren't able to expedite work orders like we needed to and we weren't able to utilize it because we couldn't get our vendors to get on track with it either.

Jacob believed that it was going to be important to have a system in place to track all of their work orders, maintain vendor contact, and control costs. He ended up starting a trial with 86 Repairs, which they decided to do a side-by-side trial with against ResQ, by splitting their stores in half.

During that process, we found that our operators far better liked the ResQ platform than the 86 Repairs. When they were submitting through 86, things were getting submitted incorrectly or they were having trouble submitting it all. Through ResQ, we never had that issue. It was all seamless. On the vendor side of things, vendors, some of the ones that we trusted and have good relationships with, we pick their brains about it as well. And they far better liked the user interface on ResQ side, and so they were more apt to onboard with them versus 86 Repairs where the feedback was not very great.

Solution

The transition to ResQ helped Hattie B’s solve all of their repair and maintenance challenges.

ResQ’s ease of use drove team wide adoption of their repairs process

The most important thing is look for something that your staff can use, because at the end of the day, if they don't feel comfortable using this app or it's not something that they deem reliable, then you're falling from the get-go.

ResQ has gained a lot of confidence with our staff. They view it as a very reliable tool. I feel like now more than ever, they've been more empowered and knowledgeable about the repairs and maintenance side of things. They've been able to track their spending better as well as it offers them a platform where they can log what happened last time so they know they can fix this in-house or be able to troubleshoot themselves. And ResQs an ever-learning app that we can log this information into as well.

ResQ streamlined asset management and work order submission

My favorite feature is the QR code with ResQ. It allows us to put so much information and tag so much information into that one piece of equipment. So for instance, we can tag all the warranty info in there, we can tag every time we replace a compressor if needed. Then that warranty rolls over, we can put it in the notes section and embed that into that. That way, there's no file on this computer or with this person or in the store that we need to keep up with. It's all centralized in one location. They don't even have to think about it. They submit it through the app and it's already embedded and the vendor sees that as well.

‍ResQ enabled better vendor management

We're very fortunate to have a good base of vendors that we enjoy working with and know our equipment and are just easy to work with for us. And so when we started doing this, we asked them their opinion on onboarding with ResQ and honestly it's super simple. We send them a link, they get set up, W-9, some banking information here and they're ready to go. Everything's submitted through an email through their facility and it's really a seamless transition for them.

ResQ unlocked insights and analytics

With the analytics that ResQ does provide, we've been able to diagnose things like common break items with pieces of equipment and go back to those manufacturers to re-engineer some parts that may be common break items that we're experiencing, and get those changed around and to where we no longer have issues with those.

By adopting ResQ, Jacob and the team at Hattie B’s were able to get better visibility into their equipment, drive their team to follow their repair and maintenance process, and streamline the process for working with vendors.

"ResQ is a trusted partner that we believe is best in class and ready to grow with us as well."