SLA & Work Order Monitoring

A well-known UK food retailer was experiencing two major issues with their refrigeration maintenance program.  Firstly, they did not have a complete picture of work orders being raised across their estate, as their data was too disjointed to provide useful analysis. Secondly, engineering costs were rising without any understanding of why.

The customer has four servicing contractors operating on the estate, all reporting in different ways. This made it difficult for the teams to understand if they were receiving value for money from the contracts they had in place.

The client wanted to get a clear, estate-wide understanding of total work orders raised per site, reduce the number of repeat orders and effectively track the performance of the company’s four contractors against their contractual SLAs. The data shown within this case study compares numbers from March 2019 (shortly after LoweConex was deployed) and the same month in 2020.