ITSM and AMC Tracking Software

Use Case

Transforming Milk Distribution with Automation

The Challenge

A leading IT service provider and system integrator was struggling with inefficiencies in managing hardware repairs and Annual Maintenance Contracts (AMC). Manual processes caused delays in service requests, disorganized client data, and a lack of real-time insights into service performance. Without a centralized system, tracking equipment history and ensuring compliance with service level agreements (SLAs) was a major challenge. To improve efficiency and customer satisfaction, the company needed a custom IT Service Management (ITSM) solution.

The Solution

A Tailored ITSM System

To overcome these challenges, the company implemented a customized ITSM solution that automated critical service operations, including:

Client & Equipment Management – A centralized system for storing client details, tracking equipment history, and managing AMC contracts efficiently.
Service Request Management – Automated ticket creation and assessment for faster issue resolution while ensuring SLA compliance.
Pickup & Repair Tracking – Integrated tracking for equipment pickups, service orders, and parts replacement, reducing turnaround time.
Engineer Assignment & Performance Monitoring – A real-time dashboard to track service engineers’ workloads, efficiency, and performance.
Advanced Reporting & Analytics – Custom reports provided insights into AMC performance, service history, and engineer productivity, enabling data-driven decision-making.

Key Results & Benefits

Quick Response Times – Automated ticketing and assessments allowed for quicker service allocation.
Increase in AMC Renewals – Improved contract tracking and timely service reminders boosted customer retention.
Better Inventory Management – Real-time tracking of parts and standby equipment minimized stock shortages.
Higher Client Satisfaction – A user-friendly portal with real-time service updates improved communication and trust.

By implementing this custom ITSM solution, the company streamlined service operations, reduced costs, and enhanced customer satisfaction. The system’s scalability also made their service model more future-ready, ensuring continued growth and efficiency.