Since rolling out ServiceMax, Kodak Alaris has seen
phenomenal adoption of the platform in each region
and now has the data visibility that had always been
missing. “ServiceMax has provided real time access to
our global data for all service workstreams. We were able
to standardize on global processes, gain efficiencies in
contract admin functions, service case assignment, and
our overall reporting capabilities,” explained Moore.
Another improvement the team has been able to achieve
with ServiceMax is boosting their first call completion rate
—also known as a first-time fix rate—to best in class levels.
“Our goal now is to maintain our first call completion rates while we experience legacy turnover of
our current workforce, and ServiceMax has allowed us to
do that,” said Moore.
While Kodak Alaris manages legacy workforce turnover,
they have mitigation policies in place to maintain world
class service delivery for their customers. “We have
enhanced ServiceMax so that when service calls are
placed, there is logic built in that looks at the product,
the problem class, and the subclass, which is assigned
by our remote team. Then there’s logic that will search
our knowledge base for articles that are pertinent to
those items and deliver those knowledge articles to the
technician,” explained Moore.
Between ServiceMax’s technology and an excellent team
of Contract Administrators, Kodak Alaris has increased
their renewal rate to over 80%. “The Contract Admin
team has gone above and beyond, and we are all very
excited about the results” added Moore.
With new service efficiencies, real-time data visibility,
multiple paths for future growth, and a dedicated,
hardworking team, Kodak Alaris is excited for what the
future will bring. To learn more about their journey, check out the full case study below.