Customers Say it Best

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Customer Challenges, Solutions and Results

Nomadix was using spreadsheets to track their processes and needed a flexible system to automate and streamline their field service operations. ServiceMax solved their revenue-impeding challenges and drove big-time results.

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Solution
  • Used barcode scanning for automatic creation of installed base records.
  • Ensured product traceability by serial number, to provide accurate corrective action and RMA history.
  • Replicated knowledge of paper based system in ServiceMax, to faithfully retain business process and historical records.
Results
  • Greatly enhanced efficiency and accuracy of forward and reverse logistics processes.
  • Accurate determination of the product configuration in a reported equipment failure improves the probability of a first time fix, and boosts SLA compliance rates.
  • No more missed service requests or wrong parts shipped, considerably reducing rework and repeat site visits.

For Everyday Solutions, customer loyalty and satisfaction was a major concern due to a lack of a unified system. Learn how ServiceMax resolved their challenges and helped dramatically improve their field service.

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Solution
  • All customer, product and installed base data were placed onto a common application and platform - ServiceMax on Force.com.
  • Implemented barcode scanning of products and parts.
  • Automated and streamline dispatch process.
  • Enhanced and automate reverse logistics and RMA capabilities.
Results
  • Service levels improved for many customer who had been having issues with service quality.
  • Fast and error free shipping, receiving and re-stocking operations.
  • Enhanced parts inventory planning, driven by stock level data, consumption and failure patterns, and demand forecasts.

Pentair was losing $9 Million a year through incorrect, wrong or fraudulent warranty claims on spare parts maintained at partner locations. By adopting ServiceMax, things changed dramatically.

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Solution
  • All partners and resellers were put onto the portal edition of the ServiceMax Suite.
  • Tier 2 support was enabled for technical support and warranty administrators.
  • Field repair activity details captured at partner portal, with the required level of visibility and transparency.
  • Warranty station inventory tracking and replenishment were put into place.
Results
  • Very accurate tracking of spare parts and warranty claims, which changed from an honor system to actual data driven decisions.
  • Across-the-board, improved relations with vendors and resellers; with much more accountability, traceability and transparency.
  • Greatly enhanced response and repair turn around times due to quick escalation, automatic notification, and seamless communication between tier 1 and tier 2 support groups.

GeO Spa Fitness was falling behind in customer satisfaction in issues ranging from down customers, to incorrect shipments, to erroneous billing. ServiceMax provided an end to these challenges with quick solutions.

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Solutions
  • Global deployment of ServiceMax for field service and inventory tracking.
  • Service technicians automatically and accurately generate quotes and invoices.
  • Powerful failure analysis capabilities were established.
  • Inventory planning for stocking levels at was put into place for sites across the globe.
Results
  • Customer downtime dramatically reduced.
  • Exceeds all its SLA commitments.
  • Errors and inaccuracies in quotes and customer billing reduced to zero, resulting in greatly improved brand image and customer satisfaction.
  • Inventory levels optimized across all sites – based on failure patterns and predictive modeling of stock velocity.