Success Stories

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

About the client

A global electronics manufacturer based out of US


  • 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


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

Impact Delivered:


Cost avoidance


Of misses diagnosed as controllable

Predictive engine

For real-time SLA failure risk and remediation


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