Customer Stories
How Paris Baguette Simplified Repairs & Maintenance To Support Aggressive Expansion
Key successes
Company Background
Paris Baguette is a South Korean bakery chain with roots dating back to the 1950s. With over 4,000 locations in Asia and 200 locations in America, the company is on an aggressive growth trajectory, aiming to reach 1,000 U.S. locations by 2030. As a primarily franchise-based business, Paris Baguette needed a solution that could scale with its rapid expansion.
Challenge
Lloyd Kim, Director of Operational Services at Paris Baguette for nearly 12 years, oversees various initiatives, including technology implementation and field analytics. When evaluating their maintenance management solution, Lloyd's team identified several challenges:
- Limited transparency into maintenance costs
- Difficulty benchmarking expenses against market standards
- Growing pains from rapid expansion ("running before we could start walking")
- Need for an accessible R&M solution for franchisees
Solution
After implementing ResQ, Paris Baguette experienced immediate improvements in its maintenance operations:
Modern User Experience
The ResQ mobile app dramatically improved the work order submission process, making it accessible to all team members.
"Using the app was was the first obvious [improvement]. Our previous provider didn't have an app to essentially work with. It's easy for any team member to submit a work order... the ability for anyone to submit a quick and easy work order was quite nice."
Enhanced Visibility and Cost Control
Quarterly business reviews provide Paris Baguette with valuable insights into their maintenance spending compared to industry benchmarks.
"Our ResQ customer rep would conduct a quarterly business review with us. That was something that was not done by our previous provider... by looking at what everyone is paying versus us it gives us some clarity in terms of what we can do to start looking to improve. That transparency, that visibility, was something much needed."
Simplified Finding Quality Trades
The ResQ marketplace simplifies finding reliable trades across multiple locations.
"For a franchisee, sometimes finding any contractor really in your area can be quite difficult. You would have to go for referrals, do your own research, do your due diligence versus just simply looking up in the marketplace through the ResQ app, finding out what contractors are within your area and what the quotes are and the ratings that other customers have placed in."
Conclusion
ResQ has helped Paris Baguette gain visibility into maintenance costs while providing an accessible solution that can scale with their ambitious expansion plans. The modern interface and marketplace features particularly benefit their growing franchise network.
"Seeing the reviews, seeing the ratings, seeing the cost, it makes it very easy for an everyday user to simply find a contractor that they need and looking for at that time."
Never lose another dollar to inefficient R&M operations
Connect today to see how ResQ's platform can help you.