Metso is a world leading industrial company providing equipment and services to the mining, aggregates, recycling, oil, gas, pulp, paper and process industries. Metso has around 6,000 service professionals in 50 countries and over 80 service centers on six continents. For the last 150 years, they have helped their customers reduce risks, improve operational efficiency, and increase profitability. Metso uses their unique knowledge, experienced people, and innovative solutions to build new, sustainable ways of growing together.




10,001+ employees

Helsinki, Finland


“We are enabling new, better-improved business processes, business models, and operational ways of working. Basically, ServiceMax can enable that new way of working.”

Jari Järvinen
Global Concept Manager for Service Operations

Customer Story Video: Metso


Overall, Metso needed tools to streamline service delivery in order to improve efficiencies and stay competitive in the global marketplace. Metso has two major service organization--Flow Control and Mineral Services—that were experiencing different problems. The Flow Control service organization, didn’t have any common tools across its different locations, impacting service delivery and record keeping. “There was a high variation” Järvinen shares. Some locations had an ERP system, while others were still using Excel sheets.

The Mineral Services organization was already using SAP ERP, but wanted a service delivery solution.

The high variation of systems and inconsistency of service delivery were Metso’s biggest challenges, and with operational excellence as one of their goals, they knew they needed to make a change.


After evaluating different systems and speaking to many reference customers, Metso decided on ServiceMax.

They started out with a pilot. “We collected feedback from the pilot project and made some modifications from that, so that we would have a good basis for the global implementation.”

Today, fully implemented, Metso is using a wealth of ServiceMax functionality, including the mobile solution, Dispatch Console, case management, work orders, and checklists.


Metso has seen an increase in operational efficiency, especially when it comes to customer invoicing. “Now, we can collect data immediately after the work, make sure that the data is correct, get the customers signature on that, and transfer that to the ERP towards the invoicing processing.”

Their faster invoicing process not only satisfies customers, but the technicians are happy with the process as well. “They like the new approach,” shares Järvinen.

Metso have also improved their visibility into the service delivery processes, which was one of their main goals. “We now see where things are going, and we were able to reduce the time quite significantly on the service center, and repair process.”

To maintain their operational excellence, Metso is already planning for the future. They have started to collect IoT data and implement an IoT platform as well. And while their IoT system is not connected to ServiceMax yet, they have plans to do so in the near future.