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
Norcross, GA
IT Services and IT Consulting
Working with SPAR since
SPAR  by Numbers



Completed Projects



In the Industry



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Metric 3
Completed Projects
Years in Business
Year Average Client Partnership
Technologies Supported

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  • 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
  • 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

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.

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