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Achieved 90% SLA Compliance with Innovative Field Service Solutions


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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. 


Mastech InfoTrellis 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. 


A renowned retail store chain


United States


Wholesale and distributor 

Tech Stack

Oracle Service Cloud and Oracle Field Service Cloud

Tags: Data Activation Customer Service

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.