How Agile Service Management Transformed Facilities Operations

Industry: Logistics
Location: Middle East

Introduction

Managing facilities across a large network of retail and commercial sites isn't just about fixing broken fixtures. It's about timing, coordination, efficiency - and above all, meeting strict Service Level Agreements (SLAs). For one national facilities management provider, juggling all these elements became a daily firefight. Missed SLAs, scattered dispatching, and poor visibility into field operations were crippling productivity.

That's when they turned to Tntra and embraced Agile Service Management & Scheduling, powered by AI and cutting-edge mobile capabilities.

Their Challenge

This wasn't just a case of disorganized scheduling. The company was facing a trifecta of issues:

Missed SLAs due to uncoordinated dispatching and delays
Limited real-time visibility into field agent activities, leading to poor service insights
Technician inefficiency, with tools that didn’t support modern mobile workflows or offline use

With dozens of technicians in the field daily, lack of synchronization was costing time, compliance, and client trust.

Our Solution

Tntra stepped in with a solution built around AI-Based Scheduling (PSO), Mobile FSM Apps, and Real-Time Dispatch. Here’s what they rolled out:

AI-Based PSO Engine

Think of this as the brain behind smarter scheduling. It didn’t just assign jobs - it optimized for technician availability, traffic patterns, and SLA priority, all in real time.

Mobile FSM & Technician Apps

Now, technicians had everything they needed - service logs, customer info, AR/NLP support, even offline capabilities - right in their pockets.

SLA & KPI Dashboards + Matrix Configurator

Management could now view performance metrics and SLA breaches before they even happened, thanks to live dashboards and automated alerts.

Remote Assist & Knowledge Base

Technicians weren’t alone in the field. With AI-powered remote assist and embedded knowledge sharing, help was just a tap away.

Oh, and it didn’t stop there - features like voice-activated logs, pickup & sign-in modules, reverse logistics, and workload forecasting made every part of the service cycle smarter.