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CORPORATE OVERVIEW

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Customer safety takes center stage for James Automation. They are relentless when it comes to ensuring customer requirements are exceeded with the strictest safety standards. Since 2000, James Automation has manufactured, installed, maintained, and repaired a variety of gate systems. These systems include security gates, barriers, automatic sliding gates, turnstiles, and car parking traffic control equipment. These products are installed in a wide range of premises, like residential developments, government buildings, theme parks, hotels, car and lorry parks, and commercial facilities. Today, James Automation has installed over 1,200 products, and have passed over 500 automatic gate compliance tests. They chose ServiceMax to transform their customers’ experience and deliver exceptional service.

CUSTOMER QUICK FACTS

Company:
James Automation

Industry:
Construction

Size:
11-50 employees

Users:
26 ServiceMax users

Headquarters:
Berkshire, United Kingdom

Website:
http://www.jamesautomation.co.uk/

“We are now able to create swift audit trails, access and report on account data, not only to improve service at the customer site, but to help us identify trends and diagnose problems with products. We use ServiceMax to help us approach customer satisfaction from all directions, through exceptional service delivery and constant improvement in product design.”

Rohan Bloice
IT Manager

Challenge

James Automation has always had high standards for their customer experience, product design, and service process. But their manual system couldn’t keep up with their goals. The team at James Automation had limited visibility into their contracts, work orders, and customer pricing. They put the customer first, but time management, standard prices, and order processing was a mess, leading to revenue leakage and opportunities lost.

The paper-based system also failed to connect various internal organizations. Managers and administrative staff were not well connected with the field service team, so they were left in the dark regarding work order status. This slowed James Automation’s billing cycle.

Solution

To increase visibility into their service data, they implemented ServiceMax Field Service software. They began regularly reporting on customer service histories with the help of ServiceMax Reports & Dashboards.

James Automation also used ServiceMax Mobile for iPad to improve billing cycle times and close the gap on service quotes, updating the status of service delivered by the service team and subcontractors.

Other parts of their solution included Installed Base Management, Entitlement & Warranty Management, Work Order Management, Advanced Scheduling, as well as ServiceMax Customer Portals.

Results

James Automation knew that to grow their business they need better service delivery information, more often, and in real-time. This new insight has drove a 20% decrease in giving away free service. They’ve seen a total improvement in service revenue by 30%.