Because technicians can capture customer information on-site, PAC has been able to dig deeper into KPIs. For instance, PAC pays attention to when a technician arrives on site and when they capture the customer signature, which allows PAC focus on reducing response and resolution time.
The combination of better insight into KPIs, as well as other benefits such as tighter invoice and payment cycles, improve customer service, and better technician utilization, has generated higher profit for PAC. “In 2016, a year in which many of our customers in the oil industry were cutting their spending, we were able to continue growing our revenue” Rivas shared.
PAC’s service leadership believes that supporting their customers requires technology that’s focused on the future, and with the help of ServiceMax they’re able to add more value to their customers now and in the future.