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CORPORATE OVERVIEW

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Known as The System Integrators to the Hospitality Industry, Fourteen IP provides both telephone systems, Internet access solutions, and manages third party applications and services. They have a customer-centric approach, including 24/7 customer care and engineering coverage. Some of their widely recognized customers include Marriott, Hilton, and Four Seasons.

CUSTOMER QUICK FACTS

Company:
Fourteen IP

Industry:
Information Technology and Services

Size:
51-200 employees

Users:
53 ServiceMax users

Headquarters:
Wigan, Lancashire

Website:
http://www.fourteenip.com

“The ServiceMax platform is helping us to secure new business... It gives customers an even greater level of confidence in working with us.”

Lisa Hough
Head of Support Services

Challenge

“Working with higher end hospitality providers can be challenging – if our customers have a problem they expect it to be fixed immediately,” says Hough, Head of Support Services for Fourteen IP. The organization experienced constant backlog due to manual data entry, which caused technicians to be inefficient and slowed customer response time.

Solution

ServiceMax went live within a matter of months, and was a quick hit. Adoption rate was high explained Hough, “the system is very popular due to the fact that it’s much easier and intuitive than our previous processes.” By deploying ServiceMax onto iPads, technicians are capturing signatures and signing work orders off on site, while also effectively and efficiently planning their work schedules.

Results

By automating and streamlining their paper-based routine, Fourteen IP now has one standardized process and one source of truth for reporting data. This new process has reduced manual work orders by 30 minutes per engineer per day, resulting in saving over 100 hours per week.

Within one year of deployment, Fourteen IP was already seeing a return on their investment. Part of that came from saving $41,000 eliminating the need to enter data manually, and also increasing the number of contracts signed. ServiceMax not only helps Fourteen IP’s communication with their customers, but it helps secure new business too. “The very fact that we have such a sophisticated intelligent field service management platform in place has been the deciding factor in a number of new contracts for us.”

Due to the great amount of good results, Fourteen IP plans to use ServiceMax in their expansion from Europe to North America.