CentricsIT Gains 98% SLA Success Rate and 20% Increase in CSAT Scores
ServiceMax Asset
CentricsIT Gains 98% SLA Success Rate and 20% Increase in CSAT Scores
company overview
CentricsIT is an IT solutions provider specializing in hardware, software, and services for data centers, networks, and other IT infrastructures
The company offers a wide range of services, including IT procurement, maintenance and support, asset disposition, and cloud solutions
CentricsIT partners with leading technology vendors and provides managed services and cloud solutions
Location
Norcross, GA
Industry
IT Services and IT Consulting
Employees
51-200
Working with SPAR since
CentricsIT
SPAR by Numbers
1000
+
Completed Projects
15
Yrs
In the Industry
140
+
Metric 3
$100
m
Metric 3
1000
+
Completed Projects
20
+
Years in Business
6
+
Year Average Client Partnership
100
+
Technologies Supported
challenges
Difficulty in managing high volumes of data due to complex contracts, each with hundreds of assets to support
Data inaccuracy and inefficient systems affected the profit margins
Missing support service-level agreements (SLAs) and poor customer satisfaction (CSAT) scores
solutions
Implemented ServiceMax Asset and Contract Management enhancements to ensure data cleanliness and accuracy, supporting high data volumes
Optimized Service Cloud solution with enhanced email and CTI integration to provide dynamic views and details of assets needing support
Modernized and enhanced PRM and customer portal functionality to improve customer satisfaction and support performance
results
CentricsIT achieved a 98% SLA success rate, increased CSAT scores by 20%, generated additional revenue for non-covered assets, and reduced contacts through self-service.