Compac Customer Story

While Compac provided exceptional service to their customers, their service was reactive and relationships with customers varied by technician. “How can we move to more consistent global service with a consistent delivery mechanism and become more proactive with our customers versus reactive?” Smithson asked himself.

“Some customers would have a really good, intimate relationship with a particular field tech who was very diligent, while others could have a more random experience. So, we needed a system that would really smooth that out.”

Their legacy system was used mainly to track technician time, and not to manage the relationship with customers and their products. Techs would self-manage their days, using a large chunk for admin work. And the back-office team did not have visibility into what the technicians were doing, nor could they schedule techs as needed.

As Compac’s business grew, they knew they needed a system that supported their growth today and in the future.

Compac chose ServiceMax to gain visibility into the service business, take control of scheduling, and provide a new level of service to customers. Prior to ServiceMax, service contracts were difficult to manage, especially across multiple systems. Now, Compac schedules regular visits and establishes recurring touchpoints with customers.

With the Dispatch Console, the team is now able to see where technicians are at any given time and prioritize the work for them, which means technicians can spend more time working directly with customers. “The Dispatch Console has really changed things for us,” explained Warren Garton, Strategy & Operations Manager.

A feature Compac customers are extremely excited about is the Customer Community portal. “Our customers previously engaged with us via email and phone, and it was extremely prohibitive,” Garton shared. “Now customers have this community that gives them a next level of connection with us.”

With the help of ServiceMax, Compac moved away from a break-fix model and now offers proactive services to their customers. “This is a scalable system which allows our field service team to be as efficient as possible without having to do as much admin work, so it makes them more efficient without bringing more people on,” Garton said. Compac is saving time and money with this field service management solution, while also increasing their customer satisfaction. “We’re engaging with our customers on a whole new level and we’re really utilizing the best technology out there to do it.”