“Now we feel like we have a good process,” Sundqvist shared. With the help of ServiceMax, Xylem’s SMS, service management system, is mainly made up of ServiceMax, and the company is continuing to implement the product across their workshops. This consistency is extremely helpful, as more than 20% of operating income comes from service activities, and it’s only going up!
This centralized system has helped technicians. Sundqvist explained, "they have a much better follow up of work orders. We can log them and then follow up on locations, problems, and technicians and have a much better control of our service work. It is easier for technicians to offer things in place, and to document them. It's a faster rotation and ordering process."
ServiceMax is also a benefit to Xylem's customers, who now have much more visibility into the status of a work order: what it's about, where and when the parts are coming, and when the case should be closed.
With successful ServiceMax implementations in her pocket, Sundqvist has some advice for those looking to launch a new tool, “make it as simple as possible. Small steps. And make sure your resources, like your service technicians, service management, and back office, are available during the process. They can help define requirements.”