The Challenge

Our client—a regional leader in the retail grocery industry—was struggling to manage service-related issues across dozens of store locations. Their existing ticketing systems were bloated with unnecessary features, lacked the functionality they actually needed, and came with a hefty price tag.

Departments like Facilities, Construction, Refrigeration, and IT were operating in silos, using disconnected tools that made it difficult to share data, track issues, or respond quickly. The result? Slow resolution times, poor visibility, and rising operational costs.

They needed a better way—a solution that was simple, scalable, and cost-effective.

Our Solution

As a Managed Intelligence Provider (MIP), we don’t just deliver software—we deliver outcomes. We partnered with the client to design and build a custom Work Order System (WOS) from the ground up, tailored to their unique operational needs.

We started with a deep discovery process, working closely with department leads to understand workflows, pain points, and inefficiencies. From there, we architected a solution that aligned with their business goals, integrated seamlessly with their infrastructure, and delivered measurable results.

The Result

The WOS replaced their expensive, underperforming ticketing system and quickly became the backbone of service operations across departments. What started with Facilities and Construction expanded to include Refrigeration and IT, creating a unified platform for issue tracking and resolution.

Key Outcomes:

• Improved data quality and cross-department visibility
• Faster issue resolution and reduced downtime
• Streamlined communication between store teams and service departments
• Scalable architecture that grows with the business

Savings & ROI

• $150,000/year saved per department
• ROI achieved within the first year of deployment
• Reduced reliance on third-party platforms and manual processes

How We Helped as a MIP

As their Managed Intelligence Provider, we didn’t just build a tool—we transformed how they operate.

Strategic Process Design

We collaborated with department leaders to reimagine workflows, eliminate redundancies, and align technology with business outcomes. Every feature was intentional, every process optimized.

Automation & Efficiency

We introduced automation to reduce manual data entry, improve ticket routing, and enable real-time updates. This was especially critical for high-volume departments like refrigeration and IT.

Business Intelligence Integration

The WOS captured actionable data that empowered leadership to make smarter decisions—tracking trends, response times, and cost metrics that were previously invisible.

Continuous Improvement

Our MIP model includes ongoing support and enhancements. We didn’t just launch and leave—we stayed engaged, evolving the system as their needs changed and their business grew.

Why It Matters

This case study shows what’s possible when you combine strategic thinking, intelligent automation, and a commitment to business outcomes. As a MIP, we helped our client:

• Save hundreds of thousands annually
• Improve operational efficiency
• Empower teams with better tools and data
• Future-proof their service infrastructure

Contact Simpatico today at 855-672-4800 or visit www.simpatico.com to see how we can help you design smarter workflows, harness intelligent automation, and achieve measurable results that impact your bottom line.