Case Study

Servpro gains time to think strategically with ProductPlan.

Learn how Servpro, a national leader in disaster restoration, used ProductPlan to streamline prioritization, improve transparency, and align on high-ROI objectives.

Company

Servpro
Founded:  
1967
Location:  
Gallatin, TN
Industry:  
Consumer Services
Size:  
4,000+ employees
Years Using ProductPlan:  
8

Challenge

The IT department at Servpro, a national disaster restoration franchise, faced challenges with prioritization. Servpro’s many franchises, operations, call center, and other departments all had ideas and requests, making it difficult to satisfy everyone. The development team was working nonstop to deliver features with no prioritization system. Servpro needed to ensure that development resources were expended on the most critical projects while creating transparency and consistency in its decision-making process.

Solution

Servpro identified the need for a new solution to manage the prioritization of competing requests and offer clarity and visibility to everyone. IT already had a ProductPlan license but had not fostered the organizational buy-in needed for widespread adoption. Combined with a new SOP for presenting requests’ ROI to stakeholders for approval, ProductPlan proved to be the ideal solution for Servpro’s prioritization challenge.

Results

Servpro has found ProductPlan to be a flexible and easy-to-use solution. The organization successfully uses the planning board feature to prioritize initiatives. The evaluation process is standardized and offers transparency via scoring; departments and stakeholders no longer question why certain things are prioritized over others. Further, the ability to prevent people from independently making changes has improved internal sharing and socialization of initiatives.

Key Results

  • Standardized evaluation and prioritization processes
  • Organizational alignment on prioritizing objectives with highest ROI
  • Company and stakeholder visibility into planned work

5.7%

of product teams use a structured framework like OKRs or scoring models for prioritization, which is the gap Servpro addressed with a standardized evaluation process and ProductPlan's planning board.

60.2%

Of teams experience leadership escalations and overrides, reflecting the exact dynamic Servpro faced, with every department pushing its own requests and no system to adjudicate objectively.

38.1%

of teams face revenue and commercial pressure, and sales or customer escalations (38.5%) are the second and third most common prioritization overrides, confirming that Servpro's challenge of departments competing for development resources is not unique.

Source: State of Product Management Report 2026

“I don’t want tools that have so much functionality that it’s too hard to learn and never gets used, or we only use a fraction of features. ProductPlan is extremely flexible, you can use it to meet whatever needs you may have.”
IT Leader
|
Servpro

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