Transforming Field Services: Achieving 90% SLA Compliance Through Innovation

PITTSBURGH - Oct. 4, 2024 - PRLog -- In today's fast-paced retail environment, achieving high Service Level Agreement (SLA) compliance is crucial for maintaining customer satisfaction and operational efficiency. Mastech InfoTrellis helped a leading retail store chain overcome its field service challenges, transforming its operations and significantly improving SLA compliance.

The Challenge

The client, a renowned retail chain, struggled to extend its Oracle Service Cloud and Field Service Solution across multiple locations. With over 200 stores and assets to manage, they lacked a unified system for tracking preventive maintenance and dispatching technicians. This led to inefficiencies, delayed services, and difficulties in maintaining SLA compliance.

The Importance of SLA Compliance

SLA compliance measures how effectively a company meets its service commitments. Consistently meeting SLAs is essential for ensuring high levels of customer satisfaction and avoiding operational disruptions. In this case, improving SLA compliance was key to driving customer trust and enhancing service efficiency.

Mastech InfoTrellis' Approach

Mastech InfoTrellis implemented a comprehensive solution to transform the client's field service operations. Key strategies included:

• Intelligent Dispatch System: By using Oracle Service Cloud and Oracle Field Service Cloud, the system assigned work orders based on technician location, skillset, and availability. This resulted in faster response times and optimized resource allocation.
• Mobile App for Technicians: A mobile solution was introduced to streamline the work order process and improve real-time visibility into task completion. This app reduced work order completion time by 20%, enabling quicker service delivery and improving overall operational efficiency.

Key Results

• 90% SLA Compliance: Through intelligent dispatch and real-time tracking, the client achieved 90% SLA compliance (https://mastechinfotrellis.com/data-activation/servicenow...), a significant improvement in service level adherence.
• 25% Increase in Customer Satisfaction: The improvements in service speed and quality directly resulted in a 25% boost in customer satisfaction scores.
• 20% Reduction in Work Order Completion Time: With a mobile app enabling faster task completion, work order times were reduced by 20%, leading to cost savings and increased efficiency.

Conclusion

By optimizing field service operations, Mastech InfoTrellis helped the client achieve transformative results. The intelligent use of Oracle's cloud solutions and innovative mobile tools drove significant improvements in SLA compliance, customer satisfaction, and operational efficiency, demonstrating the power of technology in field service management.

To learn more about this success, access the full case study today (https://mastechinfotrellis.com/data-activation/servicenow/field-service-transformation-90-sla-compliance) -