Improving service level agreement (SLA) performance for a Hi-Tech Global Manufacturer

About the client

A global electronics manufacturer based out of US

Problems:

• The customer was missing more than 10% of same-day delivery SLAs of its service dispatches
• Lack of a data-driven methodology to proactively identify the dispatches with a high risk of SLA failure
• Failure to comply with SLA contracts triggered revenue leakage and penalties, costing the customer USD 3.7M annually

Solution:

Innover helped the customer by developing an Advanced Analytics solution that addressed the risks associated with SLA adherence. This included:

• Identified 8 ‘Causal factors’ of missed SLA risk which had the highest statistical significance by analyzing 18 months of historical data for all service dispatches
• Developed an AI model that looked at the interactivity among these factors, improving the predictability of the missed SLA risk even more
• Provided top three proactive recommendations for each upcoming dispatch to minimize the risk of SLA failure