CentricsIT: 98% SLA Success Rate & 20% CSAT Increase

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

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

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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.