“After reviewing four software providers, Exide Technologies chose ServiceMax and went live in 2014. “Some people are frightened by technology and the adaption required,” Mark Varley-Burton, Manager Digital Tools EMEA, says. “However, we rolled it out successfully in ten countries by doing some pilot training.”
Varley-Burton manages a group of superusers in each country. These superusers coach and encourage the technicians in their country. As languages and communication best practices vary from country to country, working with a superuser in each location made the implementation process much smoother.
Exide uses ServiceMax’s core, out of the box functionality. “We use ServiceMax Installed Base quite in-depth. Our business is centered around the asset,” Varley-Burton shares.
“Along with that, we also focus on preventive maintenance options. We take the management of the asset away from the customer and manage it ourselves. We’ve got close to 4,000 preventive maintenance plans across Europe with about 30,000 installed pieces of equipment.”
The Exide senior management team is fond of the timesheet functionality ServiceMax provides. “It allows us to pull accurate utilization data and focus on hotspot areas where we can look to drive greater efficiency.”
Over time, the service team and department has become extremely accepting of ServiceMax and have started providing suggestions and enhancement ideas for the future. "Our engineers have felt very empowered by the introduction of this tool. ServiceMax driving an increase in efficiency, reducing complex paperwork, and taking away several user manuals. By putting all of that digital onto the iPad and the mobile solution, the engineer is able to quickly get the information he or she needs," says Varley-Burton.