Enhanced service quality

e-Qual has deployed ServicePilot Technologies’ integrated service management (ISM) solution to enhance its service offering and improve profit margins.

The new system, implemented in the first half of 2009, allows the company to offer precisely defined service levels and more accurate reporting, reducing the costs of development, maintenance and operations.

e-Qual previously relied on several different open source products for polling and retrieving information, measuring and monitoring network traffic, charting, and database keeping.

While these worked, they lacked the ability to provide custom views to users.

With ServicePilot ISM, e-Qual says it now has customized and highly accurate indicators, allowing it to anticipate problems before they occur, precisely model service level agreements and document actual performance.