Today, Domino UK has a 360-degree view of its entire business. “For the first time in the company’s 40-year history, the global field service organizations are using a common platform and measuring against a common set of metrics,” Daniel Hicks, Global Service Project Manager, shared. Some of Domino’s KPIs include first time fix rate, first time installation rate, engineer utilization, NPS, and customer satisfaction.
With the help of ServiceMax, lead generation has been a huge success. Engineers are now incentivized to create leads, which “generated thousands of leads over the last few years, bringing in millions of pounds,” according to Jacobs. Service engineers have had a powerful business impact through lead generation, they’ve generated thousands of leads resulting in tens of millions of points in additional revenue.
Now, planning for the future, Domino has recently launched DCI – Domino Cloud Interface. “It’s an interconnected box that our printers can plug into and it connects to the internet. We are now bringing information back out of our printers,” which is sharing back into ServiceMax. Domino’s ultimate dream is to have their printers monitored 24/7 with work orders automatically created and technicians dispatched when needed. “We’re getting to the point where this is a reality and we know ServiceMax is very much behind us and seeing the same vision.”