A multi-region field-services enterprise replaced five fragmented systems with a single AI-powered operations platform - and turned operational data into executive decisions.
Client name protected under NDA · engagement details unchanged
Faster median response time
Lift in technician productivity
Reduction in manual reconciliation
CSAT improvement
01 / Background
Meridian's leadership had a clear thesis: the next decade of growth depended on operational excellence, not headcount. We delivered the platform that made that thesis real - unifying customer, service, workforce and analytics on one intelligent layer.
02 / Challenges
Customer records, service requests and field activity lived in five disconnected systems requiring constant manual reconciliation.
Operations leaders had no single view of jobs in flight, technician load or SLA risk.
Median request acknowledgement sat above 90 minutes; dispatch was tribal knowledge, not data.
Onboarding a new region took 6-8 weeks of manual configuration - growth was capped by the operating model.
03 / Solutions
Customer, service, workforce, analytics, mobile and integration delivered as one governed platform.
Intelligent classification, smart assignment, predictive insights, a RAG knowledge assistant and an executive intelligence view.
Offline-capable mobile app - technicians accept, navigate, document and close jobs in the field.
Documented integration layer connecting ERP, CRM, telephony, SMS, payments, mapping and SSO - extensible by the client's team.
04 / Stack & apps
05 / Outcomes
Median response time dropped 42% with intelligent classification and ranked dispatch recommendations.
Technician productivity up 31%; first-time-fix rate up 24%.
Manual reconciliation hours dropped 68% - finance and ops finally agree on the same numbers.
New region onboarding moved from weeks to days; the platform is now Meridian's growth asset, not a constraint.
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