Delivering to ambitious SLA requirements

1. CHALLENGE

Working with multiple vendors sometimes resulted in repair delays and data issues for the world’s largest pizza chain. Therefore, the organization sought out a service delivery firm with nationwide capabilities and transparent customer reporting that could deliver all depot, field service, project management and staffing needs to meet SLA requirements.

2. SOLUTION

The chain needed a high-quality product from a cohesive team to keep its stores up and running. With more than 60 years in business and 18,500 locations around the world, it was imperative to have a partner that could effectively dispatch technicians and solve problems in a timely and efficient manner, not to mention provide timely invoices and accurate master data and freight and transportation information.

3. OUTCOME

Since the partnership launched, Essintial has handled more than 40 calls per month throughout the U.S. and is handling all of the franchise’s new store openings. Most importantly, in addition to basic deliverables such as accurate invoices and timely response as detailed in the SLA, the team receives real-time customer reporting and the benefits of having all of its service delivery needs under one roof, including low-voltage cabling.