Lumenis searched for a new solution to enable higher technician productivity and improve their upsell capacity. Their original thought was to implement SAP for service because Lumenis already used SAP for their ERP system. Then, Lumenis found that ServiceMax met every single one of their service delivery requirements. This included short implementation time, complete visibility of the installed base and KPIs, and affordable pricing. “We compared the solutions for budget and resources perspective, and after five years ServiceMax was the most cost efficient,” Belferman shares.
Lumenis leveraged the partner network of ServiceMax to implement locally and integrate with their ERP system. “We used a middleware called Jitterbit to build around 20 interfaces between ServiceMax and SAP, and the integration project was completed within two months.” This integration allowed for better visibility into inventory and the ability to order parts.
Within six months from date of purchase, Lumenis was up and running. Part of their solution rollout included a laptop for technicians, so that they can benefit from digital work order and parts management, as well as complete warranty and contract information for every customer.
Throughout the initial implementation, the company was already planning to deploy ServiceMax for their other service teams. “What was really rare and amazing was that we deployed to EMEA and APAC by ourselves with just one or two resources, this could never happen with some of the other software vendors,” Belferman says.