Service provider Serco uses real-time enterprise operational intelligence from IFS to enhance service and increase customer satisfaction

Serco Inc. is part of Serco Group plc, a FTSE 250 international service company with more than 120,000 people in 35 countries across the world. Serco Group combines commercial know-how with a deep public service ethos. Serco improves services by managing people, processes, technology and assets more effectively. Serco advises policy makers, designs innovative solutions, integrates systems, and—most of all—delivers to the public.

North American service provider Serco Inc., headquartered in Reston, VA, adopted IFS EOI™️ as its global standard for enterprise operational intelligence. As a result, Serco provides its customers with much higher levels of service, meeting KPIs and SLAs more effectively. What’s more, using IFS EOI has also enabled Serco to win new customers and focus its investments more accurately on areas that need improvement.

“We were looking for operational intelligence,” says Jason Adolf, Director of Business Services at Serco, “Our legacy suite of business intelligence tools provided standard reporting, but we really needed a way to allow our managers to make decisions on the data coming through the EOI tool-actionable intelligence you could say.”