Stories of our customer success
Discover our repository of case studies that showcase real-world examples of how we are modernizing data for customers.
Achieved 90% SLA Compliance with Innovative Field Service Solutions
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Highlights
Achieved 90% SLA compliance, demonstrating significant improvement in service level adherence.
Increased customer satisfaction scores by 25%, enhancing service quality and customer experience.
Reduced work order completion time by 20% through implementing an efficient mobile app, resulting in improved operational efficiency and cost savings.
Overview
Mastech Digital implemented a comprehensive solution to transform the client's field service operations. We streamlined store setup and asset management, empowering managers to efficiently handle multi-store complaints and schedule preventive maintenance. Furthermore, we developed intelligent dispatch systems that utilize rules-based engines to assign work orders based on technician location, skillset, and availability. We also equipped service technicians with a mobile solution to empower the mobile workforce, enhance their productivity, and improve real-time visibility into task completion.
Client
A renowned retail store chain
Geography
United States
Industry
Wholesale and distributor
Tech Stack
Oracle Service Cloud and Oracle Field Service Cloud
The Challenges
- The company struggled to extend Oracle Service Cloud and Field Service Solution for maintenance and dispatch at Lowes Foods locations.
- The client wanted to consolidate 200 stores and assets into a unified application.
- They lacked a systematic process for tracking and scheduling preventive maintenance activities.