Since Molecular Devices began using ServiceMax in 2012, the company has seen consistent growth in its service operations year after year. “We can better serve our customers now that we have better insight into what we are doing well and where we can improve.” Lew says. “This also allows us to make informed business decisions, and react quickly to product issues, thereby reduce instrument downtime”.
Using the data now available in ServiceMax, service and sales teams collaborate on sales opportunities. “This promotes a synergy between sales and service to ensure that the customer’s expectations are fulfilled.” Lew says.
With a comprehensive collection of product data, Molecular Devices manufacturing teams benefit from feedback about product performance, which is then incorporated into new products. “We’re not only making better products, we’re discovering ideas for new products,” Lew says.
Implementing inventory management has helped the company significantly reduce parts waste. Parts tracking also assists in getting the right part to the right customer on time.
As Molecular Devices searches for ways to improve its service offering, the company now has a window into what customers are receiving in terms of services, and how these needs might change in the future. “We’re empowered to broaden our business, now that we have up-to-date insights to guide decisions about growth,” Lew says.