Scaling Service Delivery for a New Fortune 500 Partner in Under 8 Weeks with CoverIT ServiceHub™
RESULTS
Deployed in under 8 weeks
The partner went live quickly without lengthy consulting projects, unlocking value and productivity much faster than with legacy or competitor platforms.
Improved first-time fix rates by 30%
By enforcing structured data collection and capturing proof of delivery at every stage, technicians resolved issues more effectively and reduced follow-up visits.
20% boost in service staff utilization
ServiceHub™ dynamically routed work to the right experts, minimized downtime for specialists, and enabled smarter field assignments that cut overall service costs.
CASE STUDY
By leveraging CoverIT ServiceHub™, our partner quickly transformed their service management—gaining enhanced visibility, automating workflows, and customizing operations at scale. This case study explores how this collaboration unlocked efficiencies, improved service outcomes, and created new revenue opportunities.
CLIENT STATS
- Fortune 500 Company
- Global reach in over 140 countries and serves over 1 million customers
Services Added
- Leverages CloudCover’s CoverIT™ as the hub for ticket management
- CloudCover’s Third-Party Maintenance Services (TPM)
- CloudCover’s Direct-to-Expert™ support assisting with training and adoption
- End Customer enablement & training
Benefits
- Significant cost reductions by routing work to closer or more cost-effective field engineers
- Centralized escalation management gives leadership real-time insights into tickets at risk without manual review
- Reduced email traffic to services staff by 50% with structured data capture and automation
The Challenge: Balancing Customization with Standardization
For a partner with a centralized services team handling a variety of clients and third-party vendors, service management can quickly become complicated. They needed a platform that could:
- Customize ticket workflows and data capture on a per-client basis
- Enable seamless collaboration between internal teams and external field vendors (e.g., splitting parts provisioning from installation tasks)
- Centralize and simplify escalations for leadership to quickly identify risk without wading through tickets
Other legacy systems relied heavily on manual email exchanges and unstructured comment threads within tickets, making it difficult to track critical information consistently. This lack of structured data led to communication breakdowns, slower response times, and increased risk of important details being overlooked or lost. And competing solutions on the market often demanded extensive, time-consuming consulting engagements and costly professional services to configure basic workflows and forms, delaying deployment and driving up total cost of ownership. These challenges created significant barriers to achieving efficient, scalable service management.
The Solution: CoverIT ServiceHub™
CoverIT ServiceHub™ helped the partner simplify complex service delivery while scaling operations efficiently. The platform unified their service management processes across internal teams and external vendors, ensuring a seamless experience from ticket submission to resolution. The Custom Forms feature played a key role, enabling the partner to enforce required client details upfront to meet SLAs and capture detailed field data and photos for proof of delivery. Leadership teams gained a centralized view of their service operations, allowing them to manage escalations proactively and prioritize at-risk tickets without sifting through individual cases. Most importantly, ServiceHub™ was deployed and fully operational in under eight weeks, avoiding costly consulting engagements and providing rapid time-to-value compared to traditional platforms.
The Results
Following deployment, the partner achieved measurable improvements across efficiency, visibility, and service quality. Dynamic ticket routing optimized resource utilization—keeping specialized experts focused on high-value tasks while allowing flexibility to assist with general support when queues were clear. This shift improved team productivity and reduced idle time. The structured data and automation introduced through the Custom Forms feature improved first-time fix rates and reduced SLA disputes by ensuring complete, accurate information was captured at every stage with real time SLA reporting and insights. Leadership now benefits from real-time insights into performance and escalations, empowering faster, more informed decisions. Together, these results have helped the partner reduce costs, increase service consistency, and confidently scale their operations as their business continues to grow.
At a Glance: The CoverIT™ platform integrates CloudCover’s global service ecosystem, automates workflows, and provides end-to-end visibility — simplifying service delivery for partners and their customers.
