LiftOne Customer Story

Motivated by the desire to improve and modernize the customer experience and put information directly into their technicians’ hands, LiftOne sought out a cloud-based, field service management solution in 2017 to replace their clunky, 15-year-old tool and pen and paper processes.

“Our technicians were flying blind a lot of the time. There was little ability for them to do research on the customer, on open service work, or work that had been done to the machine prior to them coming in,” said Mark Drummond, President and General Manager at LiftOne.

After reviewing four different platforms, the LiftOne team identified ServiceMax as the provider who could solve their user experience and customer experience issues and offer the flexibility to grow and innovate with their business.

“ServiceMax was clearly the best choice, and now three years later, ServiceMax remains the best solution for field service management in an asset-intensive industry like ours,” said Elvis Clemetson, Chief Information Officer at LiftOne.

After rolling out ServiceMax’s field service app, technicians were able to easily manage their work orders from a mobile device. LiftOne also leverages ServiceMax’s Dispatch Console to allow dispatchers to select the best-qualified service technicians for keeping customers’ equipment running. With these process upgrades, technicians spent much more time repairing customer equipment.

Since implementing ServiceMax, LiftOne has seen an:

- Increase in billed revenue hours by 10% (with same headcount)
- Increase in technician productivity to 90%
- Increase in Net Loyalty Score to 85%
+ more

Looking into the future, the LiftOne team plans to further leverage ServiceMax to make continued improvements to its invoicing, parts stocking, and dispatching processes while making a significant move toward proactive customer management.

In addition, the LiftOne team has its eye on turning the data ServiceMax provides into actionable insights that allow them to put even better insights and information into their technicians’ hands while meeting shifting customer expectations.

Mark Drummond shared, “customers are looking for material handling as a service, and our ability to be ahead of the curve will keep us competitive. We believe ServiceMax is what will enable us to offer this type of service, and combined with our industry leading technicians, will allow us to be better at it than anybody else.”