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

Solution Offered: Certified Service Cloud

Must Explore Services:

Salesforce Implementation

Salesforce Advisory Services

Salesforce System Integration

Salesforce Managed Services

Salesforce CPQ Consulting

Salesforce Field Service

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.

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