Note: In order to preserve client confidentiality, we refrain from disclosing the name of the client.
Introduction:
This case study highlights how Cranfield IT Solutions effectively assisted a field service business struggling with a substantial backlog of Computing repair work. Cranfield IT Solutions supported the company in handling warranty repairs on behalf of major vendors, providing efficient solutions charged at a contract day rate. This partnership resulted in improved customer satisfaction, quicker repairs and enabled the business to get themselves back on track.
Client Background:
The field service business operated in the technology industry, providing repair and maintenance services to major vendors of laptops, desktops and printers. Their business faced challenges in managing their increased workload, resulting in an overwhelming backlog of repair requests and dissatisfied customers.
Objective:
The field service business contacted Cranfield IT Solutions to assist in managing their backlog effectively. The primary goals were:
- Reduce the backlog of warranty repairs by delivering efficient and timely onsite services.
- Enhance customer satisfaction through prompt resolution of repair issues.
Solution:
Cranfield IT Solutions proposed a comprehensive 4-week plan to alleviate the backlog and restore order to their operations by taking the majority of onsite hardware repairs for laptops and desktops in Crawley, Brighton and Eastbourne.
Resource:
A mobile technician was allocated to operate for 4 weeks in the field across East Sussex. The internal efficient ticketing system was utilized to evaluate job requests. The required repairs were meticulously assessed, necessary components were promptly ordered, and then installed at the customer’s location, completing approximately 20 warranty jobs per week.
Service Level Agreement (SLA) Implementation:
Cranfield IT Solutions worked closely with the business to ensure SLAs and processes with the major vendors were met by the technician. Clear service expectations, metrics, and response times were established to ensure accountability and efficient delivery of warranty repairs.
Reduced Backlog:
Thanks to Cranfield IT Solutions’ expertise and efficient processes, the backlog of warranty repairs was effectively addressed, saving the business from the hassle of training and onboarding new staff. This resulted in improvements such as quicker repair turnaround times, shorter waiting queues, and an increase in customer satisfaction.
Cost Optimization:
Outsourcing warranty repairs in the East Sussex area to Cranfield IT Solutions proved to be a strategic move that helped optimize operational costs. Instead of employing, training, and onboarding a temporary technician, the business leveraged Cranfield IT Solutions’ expertise at a competitive contract day rate.
One of the key benefits was Cranfield IT Solutions’ knowledge of vendor-specific processes, enabling the necessary services to be provided with minimal onboarding. This seamless integration made it appear as though the repairs were being undertaken by the business’s own team, maintaining customer confidence in the service.
Conclusion:
Through the partnership with Cranfield IT Solutions, the field service business successfully overcame their backlog challenges and improved their overall operational efficiency. This collaboration not only resulted in reduced costs but also enhanced customer satisfaction, establishing the business as a reliable and capable IT field service provider.