Healthcare Workflow Automation Drives Savings Across 9,000+ Locations

The Company Profile

With a longstanding reputation built on trust, accessibility, and community care, this nationwide healthcare and retail organization serves millions of customers across the United States. Operating more than 9,200 freestanding locations, including pharmacies, health clinics, and retail service centers, the company plays a critical role in delivering accessible healthcare and everyday essentials to local communities.

Its scale and geographic reach require highly coordinated operational systems to maintain store standards, ensure regulatory compliance, and support consistent customer experiences nationwide.

The Challenges

In an increasingly competitive and rapidly evolving healthcare and retail environment, the organization needed to continuously modernize and maintain its network of more than 9,000 locations. Store updates, repairs, and fixture replacements—such as gondolas, shelving, and lighting—required coordination between project managers, store managers, vendors, and centralized operations teams.

At the time, the company relied on a manual process for submitting and managing store service requests. Project managers completed physical request forms, uploaded them to the company’s internal portal, and then submitted them via email to the Store Touch Request (STR) Team. The STR Team reviewed each submission and manually re-entered the data into their internal tracking system.

This multi-step, paper-based workflow created several operational challenges:

• Time-consuming request submission and duplication

• Increased risk of human error and data inconsistencies

• Delays in request processing and vendor coordination

• Limited visibility into request status and tracking

Compounding the issue, the company’s internal portal—used by project and store managers to access and submit requests—was scheduled for deactivation. Without a replacement solution, the organization faced a significant operational gap in how store maintenance and improvement requests would be initiated and managed.

Leadership required a modern, centralized, and automated service request management system capable of streamlining workflows, reducing manual intervention, improving accuracy, and ensuring uninterrupted operational support across thousands of retail locations.

The Solutions

Recognizing the urgency and operational risk associated with the manual request process, Quandary Consulting Group designed and implemented a centralized, automated store service request management system built on Quickbase.

Custom External Request Portal

Our consultants collaborated closely with the Store Touch Request (STR) Team to develop an intuitive, secure external request portal that simplified submission for store and project managers nationwide.

The new portal:

• Provides an easy-to-use digital interface for submitting maintenance and fixture requests

• Meets all internal corporate security and compliance requirements

• Allows non-Quickbase users to securely submit requests using Quickbase’s “Everyone on the Internet” role configuration

• Eliminates paper forms and email-based duplication

Store and project managers can now submit maintenance requests directly through the portal without requiring full system access, ensuring accessibility while maintaining governance controls.

Automated Workflow & System Integration

Once a request is submitted:

• The STR Team receives an automatic notification in their shared Outlook inbox.

• Team members review and approve requests directly within Quickbase.

• If additional details are required, the requester is automatically notified through Quickbase’s built-in notification system.

• Upon approval, request data is automatically transferred into the STR Team’s primary Quickbase application using Webhooks and system automation.

This seamless integration eliminates the need for manual data re-entry and significantly reduces processing time. By automatically mapping request data into the core system, the STR Team can immediately manage and fulfill tasks without administrative duplication.

Through this custom service request automation platform, the organization replaced a paper-based, error-prone workflow with a secure, scalable digital solution. The new system improves accuracy, accelerates task fulfillment, ensures compliance, and maintains uninterrupted operational support across more than 9,000 retail locations.

The Results

The implementation of the automated store service request management system delivered measurable efficiency gains and improved operational visibility across the organization’s nationwide footprint.

Key outcomes include:

• Significant reduction in manual data entry and administrative inefficiencies, eliminating duplicate request input and tracking

• Streamlined submission and review process through a centralized single-entry request portal

• Expanded access to the External Request Application without exceeding the company’s licensed Quickbase user count, preserving cost control and compliance

• Reduction of approximately one hour per day in workflow processing time related to request submission, review, and duplication

By digitizing and automating the service request lifecycle, the organization strengthened operational control, improved request turnaround time, reduced human error, and ensured scalable support for thousands of retail locations nationwide.