Case Study: Maintenet

“ServiceChannel is a powerful tool that keeps every single party aligned and informed in real time”.

Pio Zito
General Manager & Partner, Maintenet

Background

Maintenet is an international facilities management and maintenance services company supporting retail chains and corporate offices across Europe and North America. Founded in 2017, the company’s ambition has been clear: to be everywhere at the same time. That means helping international customers maintain operational continuity across countries, time zones and service needs while still delivering the responsive, human support that builds long-term trust.

Challenge

As Maintenet expanded internationally, operational complexity increased. The company needed to coordinate suppliers, technicians, store teams and client managers across multiple countries; often working with different languages, cultural expectations and day-to-day processes.

Responsiveness was especially critical during emergency maintenance events, when customers expected fast action, clear communication and service continuity across geographies and time zones. To scale effectively, the company needed a more consistent way to manage communication, support its supplier network and keep every stakeholder aligned.

Manual data entry and ticket management created additional challenges. These steps took time, increased the risk of errors and made it harder to maintain a smooth workflow from request intake through to completion and invoicing. 

“What truly sets ServiceChannel apart is its exceptionally user-friendly interface and its ability to seamlessly unify the entire lifecycle of a client’s service request”.

Pio Zito
General Manager & Partner, Maintenet

Solution

Maintenet has used ServiceChannel as its core operational platform for more than 10 years, bringing communication, coordination, reporting, workflow management and real-time collaboration into one connected process. “We consider ourselves a partner rather than simply a user of ServiceChannel”, says Pio Zito, General Manager & Partner.

Standardised workflows reduce communication gaps and give teams a clear, consistent way to manage planned and reactive maintenance across international customers and suppliers.

Direct API integration adds another layer of efficiency by automatically transferring work orders into the company’s management system. Instead of relying on scattered emails or manual handovers, teams receive structured information that is easier to prioritise, track and act on at scale.  

Results

With ServiceChannel as a centralised source of truth, Maintenet can deliver on its promise to be everywhere at the same time; supporting more than 2,700 locations and coordinating 2,000+ sub-contractors across Europe and North America. The platform’s round-the-clock availability and multilingual capabilities help the team manage urgent service needs while maintaining consistency, visibility and operational control.

Real-time communication keeps clients, Maintenet’s internal teams and client managers aligned throughout the service lifecycle. Shop managers can see request status, coordinators can route and track updates efficiently and maintenance teams receive clear work orders, confident that every party is working from the same information. “Our clients demand transparency and ServiceChannel provides it”, says Zito.

Automation has also made daily operations faster and more efficient. Work orders now flow directly into Maintenet’s management system, reducing manual data entry, helping teams avoid errors and creating a smoother path from request intake and dispatch to on-site coordination, approvals, documentation and invoicing.